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Shipping Policy – SM RETAIL ONLINE LTD

📦 Order Processing

•All orders placed with SM RETAIL ONLINE LTD are processed within 1–2 working days.

•Orders placed on weekends or on UK bank holidays will be processed the next working day.

•A dispatch confirmation email will be sent once your order has been shipped.

🚚 Standard UK Delivery

We offer Standard Delivery across the United Kingdom, including England, Scotland, Wales, and Northern Ireland.

Delivery Method

Estimated Delivery Time

Cost

Standard UK Delivery

2–5 working days

Calculated at checkout

Delivery times may vary during peak periods or due to courier delays.

🏴 Highlands, Islands & Remote Areas

Deliveries to the Scottish Highlands, the Channel Islands, the Isle of Man, the Isle of Wight, and other remote postcodes may take slightly longer. Any additional surcharges will be shown at checkout before payment.

📬 Tracking Information

Once your order has been dispatched, you will receive a tracking link. Please allow time for the courier to update tracking details.

❗ Missing or Delayed Parcels

If your parcel has not arrived within the expected timeframe:

•Check your tracking link for updates.

•Contact the courier if the parcel is marked as delayed.

•If you still need help, contact SM RETAIL ONLINE LTD and we will investigate further.

🔄 Incorrect Delivery Information

Please ensure your delivery address is accurate at checkout. SM RETAIL ONLINE LTD cannot be held responsible for orders delivered to incorrect or incomplete addresses provided by the customer.

📦 Damaged or Faulty Items

If your order arrives damaged or faulty:

•Check the items on receipt for any damage, the correct size,colour, and quantity.

•Contact us within 48 hours of delivery.

•Include your order number and clear photos of the item and packaging. We will arrange a collection, arrange a replacement or refund a depending on the situation.

💬 Contact Us

For any questions regarding shipping or delivery, the SM RETAIL ONLINE LTD support team is here to assist.

Contact - Saddle Masters - Checkout

We have a 14-day return policy, which means you have 14 days (including the day of item receipt) and 28 days to return your item to the address below. To be eligible for a return, your item must be in the same condition that you received it, in new condition and unused, with its sale tags, and in its original packaging.

Customers are allowed to handle the item in the same way they would in a shop. For example, you can try it on or take it out of the box to see what it looks like. To start a return, you can contact us at sales@saddlemasters.co.uk . Please note that returns will need to be sent to the following address:

SM Retail Online Ltd, Lambda Court, Haynall Lane, Little Hereford, Ludlow, Herefordshire, SY8 4BGReturning items is at the customers expense and refunds can take up to 14 days from the date of receipt subject to our agreement to accept the returnYou can always contact us for any return question at sales@saddlemasters.co.uk .

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Horse and pony bit returns

We only sell new Horse or pony bits, any used bits (identified as used) can be found on our sale items page. We do not accept any bits returned that have been placed in the horses mouth for bio-security reasons. Although these can be returned subject to a 40% discount. Plastic or polymer material bits are non returnable under any circumstances if they have been placed in a horses mouth.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item, or we can do an exchange on receipt of the items return.

European Union 14 day cooling off period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt of the goods, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@saddlemasters.co.uk

Contact - Saddle Masters - Checkout