Cox the Saddler

Terms and Conditions

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Making a purchase

Making a purchase could not be easier. Just browse our on-line catalogue, click the 'Add to Cart' button on any items you wish to buy. Your shopping cart is always on view, on the right of the screen.

After you have finished your selections, click on "Checkout" and you will be asked for a few details which we need to be able to satisfy the order. Alteratively, to delete items from your shopping cart at any time, simply hit the 'remove' button in the shopping cart section of the page. You can also manually up-date the quantities required if necessary before proceeding to the checkout.

We accept credit card payment. If you are shopping from outside the U.K., place your order and your credit card company will convert the transaction to your currency. (We provide approximated dollar, yen and Euro values but the Internet is full of currency converter programmes, just put 'currency convertor' into your search engine.) The precise conversion rate is decided by your credit card company at the time of purchase.

We accept most credit and debit cards, including American Express. We do not charge for any item until it is ready to ship. Back ordered items are not charged until they are shipped.

Payment by cheque is no longer accepted.

We recognise that whilst many of our customers enjoy the efficiency of ordering over the Internet, other customers may like to visit us at our shop in Chesham, Bucks., England. If you do visit us, please note that the heavy overheads involved in running a shop, mean that the prices of goods may be different than that shown on the Internet.

Please note that where the card holder name and address do not match the shipping address, an order may be subject to delay (whilst we make security checks) or even cancellation. It is an offence to order goods using the credit card of a third party.

Delivery Schedule

Where we have the item ordered in stock, it will be despatched the same day if the order is placed before 3.00p.m., or the next working day otherwise. If the item is not in stock and this is likely to mean we are unable to ship within 10 days, we will be in touch to advise of the new lead time, or to offer an alternative product.

Royal Mail First Class delivery (which is our standard service) is not guaranteed to be delivered next day but we find that in most cases, it is delivered next day. The exception tends to be highlands and Islands where delivery usually takes 2 days. Obviously if Royal Mail staff members are involved in industrial action at any time, this may have an adverse affect on deliveries. We will however do our best to make alternative arrangements if delays become prolonged.

International deliveries weighing up to 2kg usually arrive at most destinations in 5-8 working days. This does not however take into account local Customs delays. Parcels weighing over 2kg can take up to 28 working days to arrive but in our experience, even tend to arrive in Australia after about 10 working days.

If your parcel fails to arrive, please notify us within 20 days of despatch, or we will be unable to trace the parcel or to reimburse for loss.

Age Restriction

Some products on this site are age-restricted and we will only sell these to people who are over 18. To prove your age and enable the purchase of age-restricted products, you must resgister with us and send us evidence of your age. If you are interested in buying age-restricted products such as knives from us, please register then send a copy of your birth certificate, driving licence or passport showing evidence of your age, in an envelope marked "confidential" to:
Sara Clark
Cox the Saddler
23 High Street
Chesham
Buckinghamshire
HP5 1BG

We will then keep your documentation safely and enable you to buy these products in future.

If you have any questions about this, please contact us on 01494 775577. Age verification is a legal requirement for some products and we have chosen this method to keep costs to a minimum, so we do not have to pass any extra costs onto you, the customer.

Back Orders

If your item is not in stock, we will back order for you. Most items return to stock within around 10 days but you will usually be contacted, with the option to cancel your order, in case you would rather not wait.

What to do if you have a complaint

Should you need to make a complaint about our goods or services then please write and return the product (if applicable) to us at the following address;

Cox the Saddler Ltd., 23, High Street, Chesham, Bucks., HP5 1BG.

In your letter please state:

The nature of your complaint
When the product was purchased, if applicable
your order number if at all possible (as this will help us deal with your complaint promptly)
Your daytime contact details, including an email address if applicable
Your full mailing address including postcode

Please also refer to our terms and conditions.

We are a member of the British Equestrian Trade Association. If you have complained to us and we have been unable to resolve your complaint, you may then be entitled to refer to this independent body.

http://www.beta-uk.org/Conduct/RetailCodes.asp

Who regulates Cox the Saddler

The British Equestrian Trade Association (BETA) is the independent body that regulates the British equestrian industry, including retail outlets. Cox the Saddler Ltd. is regulated by the British Equestrian Trade Association, which encourages professionalism and establishes safety standards throughout the trade.

Our BETA Registration Number is 1642

BETA,
Stockeld Park,
Wetherby,
West Yorkshire,
LS22 4AW
Telephone: 01937 587 062
Fax: 01937 582 728

You may check this information and obtain further information about how BETA protects your interests by visiting the BETA website or by contacting BETA on the number above.

For details of your consumer rights, visit your local Citizens Advice Bureau or web site.

Our local trading standards office is based at; County Hall, Walton Street, Aylesbury, HP20 1UP. Tel: 08453 708090

Tax Charges

For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free. Please note if you are outside the European Union, you may be charged customs duty. As local rules apply, we are unable to give advice on how much this might be.

Credit Card Security

We use Sagepay for credit card processing, the numbers provided are processed securely and we hold no details of your credit card at all.

Guarantee

We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee, with the exception of made-to-measure jodhpurs and walking sticks cut down to below 85cm in length. Your statutory rights are unaffected.

Reaching Us

If you need to reach us, please email us on sales@saddler.co.uk, alternatively, you can call on International +44 1494 775577 or write to us at 23, High Street, Chesham, Buckinghamshire, HP5 1BG, United Kingdom.

Privacy Policy

You can see our full Privacy Policy https://www.saddler.co.uk/privacy.html

Cancellation

Customers in the European Union have the right to withdraw from the purchase of an item within fourteen working days of the day after the date the item is delivered. That means the date of the final shipment if it was shipped in parts. This applies to all our products, except for items which are made-to-measure e.g. Gorringe jodhpurs. We regret that neither can we accept cancellations of contracts for the purchase of items cut from a roll e.g. leather strapping or cut to size e.g. walking sticks.

This applies when you purchase goods or services costing over £42.

To cancel your purchase within the fourteen-working-day period, please package the relevant item securely and send it to us at the address below, within 14 days of notifying us of the cancellation.

Please note that we cannot accept returns if you deliver them to us by hand.

For your protection, we recommend that you use a recorded, insured delivery service.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost.

You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for additional services carried out by us (e.g. personalisation).

If we have already taken money for your order, as soon as we receive notice of your cancellation, we will refund the relevant part of the purchase price for that item, together with the item's normal postage charge. We cannot refund any priority, express or courier component of the postage charge.

Cox the Saddler
RETURNS
23 High Street
Chesham
Bucks
HP5 1BG
ENGLAND.

Shipping and Handling

Our standard shipping service is Royal Mail 1st Class delivery. Depending on the value of the item shipped, we may use their Tracked service which requires a signature. In most cases we are happy to deliver to a work place address or to a neighbour if you are going to be out when your postman calls.

Due to distribution restrictions; Barbour products can only be delivered within the European Economic Area (EEA) and to BFPO addresses.

Some items which are too long for delivery via Royal Mail recorded delivery i.e. over 92cm long, will go via Parcel Force's 48 hour service. This applies mainly to shepherds crooks and thumbsticks.


Returns Policy

In the event that you are not totally happy with your purchase for any reason, we are pleased to refund or replace. The goods must be returned to us, in a saleable condition, within 30 days of the date of despatch. We only ask that you pay the return postage to us using Royal Mail recorded delivery. Any discrepancies in the goods received must also be reported within 30 days of the date of despatch. Please note that we do not refund for items which are made-to-measure e.g. Gorringe jodhpurs, cut from a roll such as the leather strapping or cut to size like a walking stick, as these are not saleable once returned.

Please note our resin head collectors and silver plated canes may be used for light balance but are not suitable for heavy use or orthopaedic support. Care should be taken not to drop the cane to avoid denting the silver plate or chipping the lacquered shaft. These are collectors’ canes, and need to be handled with care. Collectors’ canes are not designed for orthopaedic use. If dropped on a hard surface, the resin heads will shatter. We will not issue refunds for damaged heads.

In the case of faulty or damaged goods being received, or if the goods received differ from those ordered, enclose a receipt for the return postage (you must use Royal Mail Recorded delivery only) and we will refund that too.

The parcel must be clearly marked with a returns number which can be obtained by emailing returns@saddler.co.uk explaining the situation.

Goods being returned from outside the UK, must state clearly on the packaging that the parcel contains 'Returned Goods', otherwise the parcel may be impounded by UK Customs and Excise. Please use standard insured mail, rather than a courrier, otherwise again the goods will be impounded.

Please note that if you ask us to replace the item with a different size for a second time, we will charge postage and handling at the rate of £4.95 to the UK or according to original price otherwise. The cost of shipping a different size the first time around is on us!

If you have any complaint about the products or services of www.saddler.co.uk please email paul@saddler.co.uk with details. Your email will usually be answered within 2 working days.

Returns Address:
Returns Department
Cox the Saddler
23 High Street
Chesham
Buckinghamshire
HP5 1BG

Remittance Terms

Payment is always required with your order. We will not however debit your credit card until goods are ready to be despatched.

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now U K law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health. Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill. Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Saddler are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new EEE item from us we would accept their old WEEE item and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol. Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

Legal Jurisdiction

This website, any content contained herein and any usage of this website are governed by and construed in accordance with English Law. The parties agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

Children

We do not sell products for purchase by children. We sell children's products for purchase by adults. If you are under 18 you may use the www.saddler.co.uk shopping cart only with the involvement of a parent or guardian.

Discount Coupons

Discounts are not given for products already offered at a sale price. Neither can discount coupons be used for buying spares. Some coupons are restricted to some brands, or may exclude certain brands, which will be stated. Anything you buy apart from postage will count as qualifying spend when there is a minimum spend level to qualify. Only one discount code may be used per purchase.

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CUSTOMERS SAY

Hi Sara, Order arrived today, fitted and working perfectly well. The wheels are a slightly different: smaller diameter to the originals and appear to be solid rubber not plastic rim with rubber tyre.

I have registered an account as I suspect further replacements will be required!

Thanks for the prompt delivery.

A. T., Colchester
I just wanted to let you know how impressed I was with the ease of ordering and receiving my items here in the USA. One of the locks on my Delsey suitcase (that I have had for years) was recently broken by TSA during one of my recent trips back to the UK (they forced a sharp item into the lock to get it open and broke the lock). Rather than spending around $300 on a new case, I stumbled upon your website and found you had my lock in stock (I didn’t care they were blue and not black). The price was amazing, ordering was easy and I just received my order on Saturday – so quick. Thank you so very much. Excellent customer service and I would have no hesitation in recommending you to friends/family.

Thank you from a very satisfied customer .

C.G., U.S.A.
Hi Paul,
Many thanks for this it’s a wonderful touch as far as customer service goes, having been in business all my life recently early retired, it’s refreshing to see this and I will definitely subscribe to your newsletter. Regards Ian

Ian C., Lanarkshire
Good Morning Paul, Goods received yesterday morning. Thank you for your excellent product and first class service. Best Regards.

Edward D., Cambridge
Thanks for your prompt service, I have now subscribed and will recommend to my family and friends.

Best regards.

J.P., Bedford
Paul many thanks for the prompt service much appreciated. I will recommend you to others. Kind regards, James

James B., Kettering
Hi Paul, The ferrule arrived this morning. Fits great and looks really good on the walking stick! Thank you so much for your excellent service, Regards

Gill D., Cheshire
Hello,
Thank you for the quick dispatch of my adorable Barbour Hat. I received it last Thursday. I love it. I'm a big fan of the programme, 'Vera' and its like the one she wears.

I have already posted a pic of myself in the hat on Twitter and it was LIKED by both Anne Cleeves, writer of the Vera novels and by Brenda Blethyn the actress who plays Vera.

Theresa

Theresa W., U.K.
Sara,
The swan cane safely arrived at my brother-in-law’s in Japan last Wednesday. It was actually a present for him. He was so happy.

I appreciate your service. Thank you.

Thank you!

Regards,

C.E., Japan
Good morning Paul,

I’m not normally one to leave reviews or comments on purchases, however, I felt like my purchase from you guys really deserves recognition.

Living in the Highlands of Scotland, we are often penalised on either the cost or timescale of delivery. With yourselves there was no nonsense, with the item being delivered in perfect condition on the day I was told. In addition to this, there were no extra charges due to our location. I am delighted with my purchase and I am glad I chose yourselves to order from. Exceptional customer service from start to finish.

Thanks again,

B.M., Ross-shire
© Cox the Saddler 2019.