Contour Saddlery, Natural Horseman Saddles, LLC, wants you and your horse to be happy with our products and our service. The research and development we have performed insures our ability to build a saddle system and customizable fit that provides satisfaction for you both. Our team is available to serve you if you have custom fitting questions or concerns. In order to understand our Terms, Conditions and Return Policy, please read our Buyers Agreement carefully.
1. TERMS & CONDITIONS
All of our saddles are handcrafted by Master Saddlers, built on our proprietary SMARTFLX TM trees, exclusively made for Contour Saddlery. All saddles engage the serious effort and talent of a number of craftspeople and staff who go to work for you upon receipt of your order. Each of our saddles is an individual piece of art, crafted incorporating natural, colored and/or oiled hides. We utilize only the best quality-tanned leather from tanneries sourced in the US and in England. As a natural product, leather can show scars the animal has incurred during its lifetime. Scars may become more prominent after oiling and are often more evident on some colors (light oil, medium oil) than others (chestnut, dark brown, black). Scars are individual “birth marks”, making every saddle very special and unique. Since every hide is different, colors can tone differently. While one “medium oil” is darker or more “orange” than another, “chestnut” can turn out anywhere from red to “brownish”. You should be aware that a Western saddle color will likely darken over time due to loving care which must always include hand rubbed oil. Sun exposure will have an effect on the saddle color, too. The delivery time on your saddle is regularly approx. 3 – 4 months. In rare cases, the production of your saddle can take up to 6 months or longer – our product pages give you an up to date estimate on the delivery time of each saddle model. Delays in Customs Inspection offices when shipping internationally can easily extend the delivery time you may wait for your saddle – this cannot always be foreseen and is simply out of our control.
2. PAYMENT POLICY
At time of order, a 15% non-refundable deposit on your saddle may be required to start production of your custom saddle. If no deposit is taken, customer is acknowledging commitment to purchase saddle via order placement and cancellation policy does apply. A full payment is due when your saddle is ready to ship to you, which can be sooner than the anticipated production schedule. If you are unable to pay in full immediately, we ask that a 50% deposit on the total saddle order be made to secure that your saddle is held in our warehouse for up to 2 months. At the end of the 2 months period we ask for a full payment, so your saddle can be shipped to you. If you cannot make your full or 50% payment, sadly, we will be forced to apply a re-stocking fee equal to 15% of the total saddle order and offer the saddle for sale. Contour Saddlery may require a 50% deposit on the saddle order instead of 15%, depending on the type of saddle and style, rider and horse specifications that are selected. A 50% deposit will always be required if more than one saddle is ordered. Our customer service team will notify you when a 50% deposit is required. For accessories full payment is due before we ship your order and for custom made accessories (e.g. fenders, breast collars…) full payment is required before production can be started.
3. CANCELLATION POLICY
Any saddle order may be cancelled at no charge within 48 hrs of order, incl. orders on in-stock saddles. In case the saddle has shipped already (in-stock saddles only), you, the customer, are responsible for round trip shipping costs. After expiration of 48hrs, Saddle orders cannot be cancelled, returned or refunded at any time without prior written agreement from Contour Saddlery. All Saddle Order cancellations will be subject to a minimum fee totaling 15% of the saddle order. Signature Saddles (with features outside of standard selections on our product pages) and custom orders are subject to a 50% cancellation fee. Once any custom order has been placed in our system (saddle or accessories), you have 10 working days to alter your order ‘free of charge’. After such time, your alterations to specifications (be it color, tooling, hardware, or any other design/size option) will incur fees. These fees will be outlined by our customer service team once the confirmation of your changes has been finalized. If you wish to cancel your order after expiration of 48 hrs after you have placed your order, in-store credit or exchange for an alternative saddle may be available in lieu at Contour Saddlery’s discretion. Any saddle accessory order may be cancelled at no charge within 48 hrs of order. In case the accessory has shipped already, you, the customer, are responsible for round trip shipping costs. The cancelled items must be returned to Contour Saddlery prior to receiving the refund. After 48 hrs, saddle accessory orders are considered final sale and are non-refundable and non-returnable except for in-store credit at Contour Saddlery’s discretion. An exception to this policy is a 30 days return period on Versafit™ pads and shims. Although all other Contour Saddlery products are non-refundable and non-returnable without prior written agreement from Contour Saddlery, please contact our customer service team and we will do our best to address your concerns.
4. RETURN POLICY
You understand that, upon receipt of the saddle or any other product, it will be subject to your inspection and approval. It is your responsibility to inform us and report about damaged, defective items or incorrect product shipments. Contour Saddlery offers a 30 day money back policy on our pads and shims. Ride and try your pad and shims and return them to us for a full refund of the product price (excl. shipping) if you don’t like them for any reason. All other in-stock, non clearance, accessory orders can be returned if new and in unused condition within 30 days. Custom ordered items (produced with hardware, leather color, tooling and dimensions specified and made to order for customer) and items purchased from the CLEARANCE section on our website are non refundable/returnable except for defects in craftsmanship and/or materials. Custom orders with incorrect sizing or color choices selected by customer are not considered defects. You must notify us within 10 days for custom orders after you have received our shipment to qualify for refund, exchange or in-store credit if the order does not match what was received.
If you wish to return a product, please complete our PRODUCT RETURN FORM to obtain a Return Material Authorization Number (RMA#) and shipping instructions. The RMA# will be valid for 30 days so please return your product promptly. We request that you complete this form for all returns including Versafit™️ pads and shims with our 30 day money back return policy. This will assist us in processing your request. Please note we are we are always available to help with your shim setup for best results. Contour Saddlery will take care of round trip shipping for (A) defective accessory or (B) an accessory that does not match your order. For your protection, we encourage you to send your approved return prepaid via UPS or FedEx utilizing our instructions and/or emailed label. We do not accept COD and items without an RMA# will be rejected. Save your shipping receipt and tracking number for proof of return delivery. Contour Saddlery is not responsible for return packages that are lost or damaged by the return shipping company.
4.1. DEFECTS OR FAILURE TO DELIVER
In the event any of the following may occur, Contour Saddlery will make its best effort to correct the problem promptly. In all instances, Contour Saddlery reserves the right to correct the problem, repair material defects or replace a saddle for any of the reasons stated below. All repairs must be performed by Contour Saddlery’s approved craftspeople unless otherwise agreed to in writing. Saddle is qualified for return and full-value money refund, exchange or in-store credit if any of the following apply:
- Contour Saddlery determines a saddle cannot be repaired
- Contour Saddlery fails to deliver design features which were part of your order. If your saddle qualifies for return/refund/exchange or in-store credit, saddle must be returned in its original condition and box; including all parts and packaging. Call us at (833)312-4444 to obtain a Return Material Authorization Number (RMA#) and shipping instructions. Include a copy of the original invoice with your return and write your RMA# visibly on the outside of the box and on the original packing slip. When qualifying for a refund, your original credit card will be credited once your return is processed. If you paid by check or Paypal, your account will be credited. Note: A credit card refund can take up to 7-10 business days, depending on your credit card company and bank. NOTE: Contour Saddlery does not accept returns for the following reasons:
• Cosmetic objections such as color, leather shades and/or scars.
• Change of mind re: Saddle Model, Style (tooling, color, hardware etc.), seat size and/or fender length.
In case you need assistance to determine any of the above, please do not hesitate to contact us at [email protected]. We are happy to help you make the right decision for you and your horse by giving a suggestion based on our long-term experience, though you understand that final purchasing decision is your responsibility. We encourage you to take advantage of our test ride program if you are located within continental US. NOTE: Demo/Stock Saddles may be tried before purchase.
• Sometimes, Contour Saddlery offers purchase opportunities for demo and/or in-stock saddles. If you are offered the purchase of a demo/in stock saddle, you understand those saddles are sold “as is” and are not returnable/refundable.
• In general, we do not offer refunds or returns on used items which may be offered for purchase (in rare cases), though in-store credit may be applied with prior written approval of Contour Saddlery.
Contour Saddlery, exclusive provider of Natural Horseman Saddles, Parelli Saddles and Glenn Saddles, offers a comprehensive Warranty on all of our saddles, INCLUDING previously ridden / in-stock saddles for sale. Specific saddle models have some specific detail differences. In order to find detailed information about specific Warranty, please check out our warranty policy HERE. Contour Saddlery´s Warranty is pledged to the original owner of the saddle and not transferable. The Warranty will be voided if the saddle is not purchased through contoursaddlery.com directly.
6. CLIENT ACKNOWLEDGEMENT
You agree that your order is correct and meets with your specifications. By placing an order, you state that you have read the Buyers agreement and agree to the terms. Horse activities are inherently dangerous. Contour Saddlery and it´s manufacturers, distributors and sellers will not accept any responsibilities for injury, death, damage, lameness or illness resulting for humans and/or horses from the use or misuse of Saddles & Saddle Accessories offered by Contour Saddlery.
Natural Horseman Saddles, LLC.
Our Stable of Brands:
Natural Horseman Saddles, Parelli Saddles, Glenn Saddles, Versafit™
5950 SW 1st Lane
Ocala, FL 34474 US
833-312-9444 (National Callers)
01-833-312-9444 (International Callers)