Shipping & Return Policy
In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair, and transparent store policy for our customers. Read the following sections to find out more about how we ship or exchange products. Please don’t hesitate to contact us if you have any questions!
General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
Returns & Exchange
Balius & Xanthus Saddlery strictly adhere to a 15-day return or exchange policy on all our stock saddles and products, which means the customer has 15 days from the date of delivery to request a return. The products to be returned or exchanged must have original packaging and tags. For returns or exchanges, email us at bnxsaddlery@gmail.com to get a Return Authorization #.
To be eligible for a return, 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.
Custom saddles are not eligible for returns. These are all custom built and made to order based on your specific needs and fit. If there is an issue with your saddle fit, or your saddle arrives damaged, please email us at bnxsaddlery@gmail.com. This also applies to all our custom-made products.
Refunds
Once we've received and reviewed your return, we will contact you and let you know if the refund has been approved or not. If approved, you will be automatically refunded through your original payment method. Please note that it can take some time for your bank or credit card provider to process and post the refund.
Custom saddles and products are not eligible for refunds. Any deposit or payment made on a custom-built saddle or product is Non-Refundable for any reason.
Return Authorization #
To get a return authorization #, you must contact us at bnxsaddlery@gmail.com, with the subject being - RETURN. This should be done within 15 days from the date of delivery. Failure to do so will void all rights to a refund or exchange.
Following steps have to be taken after receiving the Return Authorization # -
All the items should be in original packaging and should have original tags. Along with these a copy of the original invoice should be included in the box.
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​The customer returning the product should write the RA# issued on the box of the returning items. It must be clearly visible. Balius & Xanthus Saddlery reserve the right to refuse the package without a RA#.​
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The items must be shipped to the address provided by the customer service personnel.
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All the items must be shipped within 14 days of receiving the RA#.
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If your products are approved for return, we will contact you.
Shipping
We proudly offer free worldwide shipping. Please note that we will take at least 25 - 28 working days on average to manufacture high-quality saddles, before dispatching them. Under normal circumstances, once the order is dispatched, depending on the country or region, the estimated delivery time is 15 - 20 days. Special arrangements can be made for faster shipping times. Please consider that any holidays might impact the delivery times. If we are experiencing a high volume of orders, your shipment might get delayed. In such cases, prior intimation will be provided from our end via email or telephone. Due to the nature of the shipping business, delays are often inevitable, all our shipping times are therefore guidelines only and specific delivery dates are not guaranteed.
For backordered items
We will contact customers via your email in case the product you ordered has to be built and will be delayed. If you have other items on your order that are not on backorder we will wait for the backordered item to be built and ship all the items together. Please contact us if you would like the available products shipped separately.
Wrong address disclaimer
It is the sole responsibility of the buyer to mak sure the shipping address entered is correct. For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. For such issues, kindly contact us at bnxsaddlery@gmail.com at the earliest to get such issues resolved.
Restocking fees
Returns are subject to a 20% Restocking Fee.
Return shipping costs
Return shipping should be arranged by the customers at their own cost.
Warranty
All our saddle trees have a 5-year warranty and certain trees have a lifetime warranty and it is covered under Regular use of the product only. It does not cover damages as a result of commercial use, misuse, accident, tampering, or improper maintenance. Please read the specific warranty card attached to your product for specific warranty-related questions.
Balius & Xanthus Saddlery will happily honor any valid warranty claims, provided a claim is submitted within 10 days of receipt of items.
Upon return receipt of items for a warranty claim, you can expect us to process your warranty claim within 7 days.
Once the warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in-store credit
(c) a replacement item sent to you (if stock is available)
Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
Customer service
For all customer service enquiries, please email us at bnxsaddlery@gmail.com