Refund policy

 

Pessoa & PDS Saddles – Terms & Conditions of Sale

Please read these terms and conditions carefully before purchasing. By placing an order you agree to these terms. Nothing in these terms affects your statutory rights.

1. Purchasing through an Approved Pessoa or PDS Saddle Fitter

If you buy a saddle or fitting service from one of our approved saddle fitters, your contract is with that fitter directly, not with Pessoa or PDS Saddles.
Our approved fitters are independent, self-employed professionals who operate their own businesses and are authorised to retail Pessoa and PDS products.

  • Your fitter will assess and, where appropriate, work with your current saddle.

  • They will supply Pessoa and/or PDS saddles and accessories as part of their appointment.

  • Any payments for goods or services provided during that appointment are made directly to the fitter.

Should you have any concerns or queries regarding your fitting or saddle purchase, you must refer directly to your fitter in the first instance, as your contract of sale is with them. If you subsequently involve a third party to alter or assess your saddle without first consulting your original fitter, this may invalidate their responsibilities under your agreement.

Fitters are required to:

  • Keep accurate saddle fitting records;

  • Provide you with an invoice (required for insurance purposes);

  • Confirm with you that you are satisfied with the fit and service on the day of your appointment.

If you experience ongoing difficulties in reaching your fitter, please contact the Pessoa & PDS head office, and we will do our best to assist you.

Saddle Maintenance and Follow-Up Fitting

Horses can change shape over time, and saddle flocking naturally settles with use. It is your responsibility to arrange regular check-ups with your fitter to ensure ongoing fit and comfort. Pessoa & PDS Saddles, or your fitter, cannot accept responsibility for changes in saddle fit occurring between visits if regular checks are not maintained.

Fitter Fees and Appointments

Each approved fitter sets their own fitting, travel, and consultation fees. These are not shown on our website. Appointments are often booked several weeks in advance, and it is recommended that you plan ahead to secure your preferred date.

2. Buying Direct – ‘Off the Peg’ Saddles from Our Online Store

When you purchase a saddle directly from our online store, your contract is with Pessoa & PDS Saddles Ltd.

Delivery

Items that are in stock are shipped from our offices in England and will be despatched within 3-5 working days by tracked and signed for courier. Delivery times vary depending on the time of year and we cannot be held accountable for courier or customs delays. For items that are being bespoke made, delivery times typically range from 3-6 weeks and delivery times are estimates only. 

3. Bespoke or Custom Saddles

If you order a saddle that has been made or altered to your personal specifications (for example, customised seat size, leather type, block configuration, or colour), this is classified as a bespoke product under UK consumer law.

Bespoke saddles are made specifically for you and cannot be cancelled or refunded once production has begun, except in the case of a confirmed manufacturing fault or misdescription.

If you believe there may be a fault, you must contact Pessoa & PDS Saddles UK immediately. The saddle must be returned for inspection by our in-house team before any decision on replacement or repair can be made. Failure to return the saddle for assessment may void your warranty.

Before ordering an off the peg or bespoke saddle, customers are encouraged to trial a standard model with one of our fitters to ensure suitability. We always recommend where possible that customers buy from one of our fitters.

4. Standard ‘Off the Peg’ Saddles

If you purchase a standard (non-customised) Pessoa or PDS saddle directly from stock (online), you have the right to cancel your order within 14 days of receiving the item, provided it has not been used or marked.

  • Saddles must be returned in their original condition, unfitted and unused with the original labels intact and with the packaging.

  • Refunds may be issued less any deductions for diminished value due to signs of use.

  • You are responsible for the cost of returning the saddle.

  • We cannot refund or exchange a saddle because it doesn’t fit. You must have done your due diligence beforehand in order to ensure you are buying the correct model/size and fit.

If you wish to exercise your right to cancel, please notify Pessoa & PDS Saddles in writing within the 14-day period.

 

5. Data Protection

In order to provide fitting and sales services, we or your approved fitter may collect and store information about you and your horse. This data is securely held for up to six years in compliance with the Data Protection Act. If you do not consent to this, we are unable to offer our services.

6. Contact

If you have any questions regarding these terms or your purchase, please contact:
Pessoa & PDS Saddles Ltd
Email: sam@samforrestpr.co.uk
Tel: +44 (0) 1242 603907


To start a return, you can contact us at sam@samforrestpr.co.uk. Please note that returns will need to be sent to the following address: SFPR Ltd Becketts House, Becketts Lane, Greet, Cheltenham, GL54 5NU. United Kingdom 

If you need to return the saddle, you have 14 days to do so according to our returns policy. The saddle must be returned in its original condition with all tags still attached. Saddles showing any signs of use will not be accepted.

The following issues will prevent a saddle from being refunded:

·       Dirt marks or horse hair on the saddle

·       Damage to screws caused by changing the gullet

·       Removal of any tags from the saddle

·       Damage to the girth straps from girthing the saddle

·       Dents or marks from using the saddle

If you have any questions or concerns, please get in touch with our team.

Please note that you are responsible for the cost of returning items unless the product is faulty. Wherever possible, we recommend keeping proof of posting. Sam Forrest PR Ltd (retail operators of PDS and Pessoa Saddles UK) cannot take responsibility for items lost in transit until they reach our returns address.

If you are returning an item because it arrived faulty or damaged, please contact us first to confirm postage costs. We will either cover the cost of returning the product or provide you with a pre-paid postage label. If we are not notified about the return postage, we will refund up to a maximum of £10 only.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at sam@samforrestpr.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
We do not accept returns on Gullet Plates, but we can offer exchanges. 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.

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.

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, 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 10 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 sam@samforrestpr.co.uk.