Terms & Conditions
Freedom Saddlery is a Society of Master Saddlers Registered Master Saddle Fitter and a Registered Qualified Saddle Fitter, plus a Master Saddle Fitting Consultant (M.S.F.C).
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Freedom Saddlery’s base is Whitegate Farm Livery and Training Centre in Hope, Wrexham. Client consultations are conducted there – there are no individual offsite visits for any reason. By engaging with Freedom Saddlery at Whitegate Farm you explicity agree to travel for all future saddle fittings as required.
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Freedom Saddlery provides a full and thorough initial consultation to advise on the current fit of your saddle, and any action required for it to fit more optimally. As an SMS Master Saddle Fitter, Freedom Saddlery prides itself in working with equine welfare at the forefront of all advice.
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Ongoing Continual Professional Development to maintain up to date knowledge and working alongside your team of paraprofessionals is key to ensuring the very best outcome for a new saddle. It is not an easy job. Many solutions are discovered experientially.
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When fitted with a new saddle horses can change shape and their can necessitate regular refitting appointments during this process. If the horse has had a previously ill fitting saddle this is something observed more frequently. Equally, if your horse has an underlying physiological issue, changing the way it moves can also trigger issues. Horses are great compensators -especially older horses.*
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Appointments fees are payable for every consultation, regardless of whether a saddle ordered. The fee covers our time and advice and the knowledge acquired over many years - as with any profession. Much investment has gone into the qualifications and ongoing CPD to ensure the advice given is as up to date as possible.
NEW SADDLE
If a new saddle is required, the most optimal saddle/s solution for horse and rider is advised. This is based on the individual needs of horse and rider from across a wide range and models of saddle manufacturers and brands worked with. Wherever possible budgetary restrictions are worked to. On occasion, there must be compromise due to limitations of budget or specific measurements of horse and/or rider. If there is compromise diverting from optimal fit, this will be fully documented and agreed prior to sale.
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Clients are positively encouraged to bring along trainers or third parties to all appointments. Very often Freedom Saddlery is meeting you and your horse for the first time and an extra pair of eyes from someone who sees your regularly will give you greater confidence in the advice.
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It is your personal responsibility to fully furnish Freedom Saddlery with all relevant information prior to and during the appointment. Full and thorough advice at point of sale ensures against concerns occurring at Freedom Saddlery. This includes a proper ridden trial of the saddle type.
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Steph Bradley is a qualified BHS Accredited Professional and UKCC Level 4Coach and this fully supports assessing the ridden fit of the saddle. Full documentation is recorded to provide ‘reasons why’ brand and models were selected, and the saddle types considered and discounted. If necessary, Freedom Saddlery will video the saddle being ridden in for records to share with relevant parties should there be a potential dispute.
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FACTORS TO BE AWARE OF WHEN PURCHASING A NEW SADDLE
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1.0 HORSES CHANGE SHAPE (see * above)
It is a well-known scientifically proven fact that horses can change shape. This can affect saddle fit. Certain brands can be adjusted. You will be advised if the saddle ordered is adjustable. Templates will be taken at every appointment and recorded to prove any change in shape. It is your responsibility to call out Freedom Saddlery at the first sign of an issue, and to book in regular 4-6 monthly saddle checks or sooner if you detect an issue.
New horses also need a settling in period. Most people get a new horse and immediately get a new saddle.
If the horse proves to develop behavioural issues, the saddle should always be checked to eliminate from the potential causes. Equally the new horse may change shape in a new/different environment and with a different rider.
You cannot return a new saddle if your horse changes shape such that the saddle no longer fits. There is no guarantee that a saddle will always fit for the duration of your ownership of the horse. This is the risk you as a horseowner have to accept.
If you are concerned that you have been sold an unsuitable saddle, a full review must take place with the original documentation.
Freedom Saddlery is always open to discussion and retainsfile notes to support all decisions and advice.
2.0 RIDER ABILITY / WEIGHT
Please also recognise the maximum weight limits as advised by the AHT. It is the client’s responsibility to ensure their horse or pony is up to weight. Riders can be too big for their pony or horse, and it can affect performance.
A flocked saddle with a heavy rider will settle more quickly with a heavier rider, and will likely require more regular attention. The welfare of your horse’s back may be affected if the advised limits are exceeded and/or if the horse is not able to move correctly due to the rider. If Freedom Saddlery is concerned that weight limits are an issue, the report form will be documented accordingly. Equally if the horse is ridden regularly in a hollow outline this will also be noted as it directly affects back pathology. The client will be requested to sign to confirm this has been raised and the requirement to have the horse’s back checked frequently where compromise has to be reached in saddle fit.
Please note the fit of the saddle is critical in this situation, and it will require more regular reviews as rider weight and balance can affect this, even when a saddle fits well.
3.0 QUICK CHECKS Where the clients wishes to circumvent the full consultation procedure, ‘return’ issues are more prevalent. Frivolous orders are discouraged and occasionally refused. In these situations, the paperwork will be annotated fully that the usual procedure has not taken place due to client preference. This will be detailed as a non advised sale, the client taking full responsibility for purchasing the saddle without availing themselves to qualified advice.
4.0 VALID REASONS TO RETURN A SADDLE
Rights of the consumer are always respected. Faulty goods, or receiving a saddle that is not as ordered will always be supported and referred to the manufacturer to resolve the issue. It is hoped that you will work with Freedom Saddlery to ensure the situation is resolved equitably. Freedom Saddlery represents you to the manufacturer.
Unreasonable requests for returns and refunds will not be accepted - i.e. if horse goes lame or is injured or PTS, serial number has worn away/is not visible, horse has changed shape, saddle is slipping, rider has confidence issue, horse is unsuitable etc.
On occasion clients have attended coaching clinics where the coach is targeted for saddle referrals as part of their sponsorship agreement with a manufacturer. If identifying a rider with a saddle fit issue – rather than following the professional route and referring them back to the original saddle fitter to resolve, they have been very underhand and promoted their own saddle brand, advising clients to pursue a ‘not fit for purpose’ claim to get a refund. This practice is unprofessional and sadly there is no regulation to prevent. The client then only realises their mistake too far down the line and much distress is caused to both client and saddle fitter affected in the legal wranglings that often follow. It is for this reason Freedom Saddlery has introduced a reference system for all new clients, and for all new clients to agree to return if ever there are issues.
5.0 SADDLE ISSUES
Freedom Saddlery will always work with you to address any concerns that occur however minor. Bearing in mind horses change shape it is your responsibility to regularly have your saddle checked as you would if you took delivery of a new car. There may be specific instructions on delivery - eg how to girth the saddle as part of your new saddle fit programme, or to use a certain pad initially until the horse builds muscle tone.
Initial 12 week check and ongoing 4-6 month checks are strongly advised. Whilst Freedom Saddlery understands sometimes checks get missed, the consequences of not having regular checks can be severe and result in saddle fit issues.
Saddle slip or roll is a common issue in horses. There can be 5 reasons for this, and there can be multiple reasons. A full saddle assessment will be required and a holistic view taken including trainer, vet, back professional, and farrier. If a flocked saddle starts slipping, immediate contact must be made with Freedom Saddlery. Continuing to ride in a saddle that is slipping can cause equine back issues, performance issues and can affect the fit of the saddle itself by distorting the panels.
Saddle slip, and consequential distorted panels is not cause for return of a newly used saddle. Freedom Saddlery will work with you to minimise this and support you. Where a new horse suddenly has behavioural issues following delivery of a saddle, a full and thorough reassessment will be required in this instance. ‘Lack of confidence’ in the saddle is also not a reason to return a saddle. New horses need time to settle.
6.0 OUTSIDE OPINIONS
Occasionally trainers, vets or physios comment on new saddle suitability. They usually have not been present at the saddle appointment, nor seen your saddle report prior to commenting. Any issues should be put in writing or spoken first hand to Freedom Saddlery by the trainer, vet or physio, and a three way conversation/saddle review must ensue with all parties present. Sadly, unsubstantiated and inaccurate comment is occasionally cited, and by ensuring everyone is open and honest, a constructive solution can often be found with all parties working together. Equally occasionally some trainers have commercial links with other saddle fitters and brands and may be targeted on referrals. Please be aware of the commercial influences. If in any doubt, please book a saddle fit check and have your trainer be present for the fitting.
7.0 PURCHASING A NEW SADDLE
New saddles ordered will have gone through a full assessment and trial, and usually a delivery fit appointment for clients who are able to travel for this. Therefore, the purchase is not entered into lightly or without full confidence that the saddle ordered is suitable. A deposit of 50% is required to order a saddle if purchased via Freedom Saddlery. The title of all goods shall remain with Freedom Saddlery until paid for in full.
8.0 BESPOKE SADDLES - PAYMENT IN FULL IS REQUIRED ON ORDER. Returns are permitted within 14 days of saddle delivery as per consumer laws (Channel Islands and non UK exempt from this 14 day clause - see terms below). THIS DOES NOT INCLUDE BESPOKE SADDLES. Freedom Saddlery will always want to have an opportunity to discuss any concerns causing your reason to return.
Saddles returned within 14 days will be assessed for wear and tear and subject to a usage charge of 15%. Following this they will be taken for sale on a commission basis and payment made when saddle sold. Clients are welcome to have their saddle assessed post delivery in the first 12 weeks at no charge as long as the appointment is conducted at Whitegate Farm - base of Freedom Saddlery. Out of area clients are NOT given a 12 week complimentary check. Further checks ongoing checks for out of area clients are always payable. By using the services of Freedom Saddlery you are agreeing to this. *Bespoke saddles are saddles made to template, or have individual features to accommodate the horse shape or rider shape that mean onward sale of the saddle would be difficult. Clients will be advised if they are ordering a bespoke saddle.
9.0 REFUNDS
Refunds are rare - but nevertheless are covered in the Terms and Conditions. In all requests for refund, Freedom Saddlery must have be given the opportunity to fully review the fit of the saddle and be given reasonable time to adjust the saddle to correct the fit – and defer to a vet or back professional is they deem necessary. If a refund is requested, please be reasonable in terms of your rationale and review your paperwork from the initial fitting. Freedom Saddlery works very hard to ensure every client receives accurate advice, by providing written reports, and by keeping up to date on the latest research and undergoing other ancillary qualifications such as BHS Accredited Professional Coach and UKCC L4. There is no refund for saddles ordered or purchased directly where the saddle fitting service has not been used, as it is deemed that the customer has used their own judgment in making their purchase (execution only sale).
For saddles fitted by Freedom Saddlery, the following covers terms and conditions of refunds (UK - not including Channel Islands or overseas).
*Saddle delivery up to 14 days from purchase – replace or refund less costs incurred and wear and tear. *Saddle issue occurring up to 1 month – re-assess, retemplate and refit. Offer to fit alternative saddle or offer resell saddle, subject to a minimum 15% usage charge and less appointment fee/costs.
*Saddle issue occurring 3 to 6 months from purchase – re-assess, retemplate and re- fit, but charges, alteration fees and mileage apply. Resell if applicable - less 30 – 50% dependent on condition. *Saddle issue occurring 6 to 12 months from purchase – re-assess, retamplate and re- fit, but charges and mileage apply. Offer to sell saddle on commission.
*For any issue occurring after 12 months – re-assess, retemplate and re- fit charges apply, re-fit and offer part exchange or sell saddle on commission. By issue, it is meant complaint and not regular saddle checks as advised at the time of purchase Faulty products will always be returned back to manufacturer to correct within legal timescales.
SUMMARY and a PLEA!
These Terms and Conditions have been written after many years of saddle fitting and very occasionally clients change their view of their saddle purchase and threaten to exercise their Consumer Rights. There can be many varied reasons for this – we simply ask that you are reasonable and realistic and understand that there can be many reasons for a saddle not fitting – many times it is not the issue of the saddle (although it is easy to blame!). Freedom Saddlery is an expert saddle fitter – and is also an SMS Examiner and Lecturer. That said there is a human element and if a mistake has been made this always will be corrected.
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Equally it is helpful for clients to remain reasonable in their discussions, and not think the worst just because someone less knowledgeable has given raise to what may well be unfounded concerns. When I look back at the unfair and ill-founded complaints over my time as a saddle fitter, I could write a book. It is amazing that I am still saddle fitting! And sadly I am not alone. My colleagues all have similar stories to tell of clients who have become unreasonable and downright nasty in their endeavours to get their own way and unfair demands met. We are all mainly sole trader self employed businesses. If we all closed our doors because of experiences in how we have been treated (and this option has been considered many a time by many a good SMS saddle fitter) it is the UK horsey public who will suffer. The UK will be left with all the inexperienced unqualified saddle salespeople who are in the job for one reason only – to sell a saddle.
The cost and time to become qualified is immense. The cost is £000s. Just like a degree. A huge knowledge which covers the human, the horse, and saddle brands and designs. Three years’ experience and very thorough examination process to become qualified with the gold standard of saddle fitting qualification (The Society of Master Saddlers).
Please note there are other saddle fitting qualifications emerging which are far shorter and less onerous.
Plus ongoing CPD and registration though our SMS membership organisation - to protect you the consumer in the case of dispute.
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Why would we go through all of this, in such an unregulated world, and then decide to do a poor job?
Please, before you go through any litigious route, work with us. We are not the bad guys. Ask yourself who is advising you and what their qualifications are. And bring us all together so some real progress can be made where we all learn from each other.
It is hoped these T&Cs cover the majority of issues. Freedom Saddlery will always treat you and your horse with respect, and it is expected that this be returned. Freedom Saddlery will always be reasonable in it’s dealings with you and provide reasonable solutions warranted.
Bullying and intimidation will be tolerated. Personal body cameras may be used to record the consultation - with prior permission and a copy of the recording must be given to Freedom Saddlery.
GDPR
Full details of our Privacy Policy and how we hold your data are found on the Freedom Saddlery website.
Channel Islands and Overseas/ Offsite clients
Freedom Saddlery travels to do clinics on a regular basis. Serving clients in Ireland, Northern Ireland, Jersey and Guernsey. Naturally by being remote this can be difficult when issues arise. However, Freedom Saddlery works with you remotely in the absence of being able to be there in person to resolve any concerns. Every effort is made at the initial consultation to ensure the saddle decided upon is considered, fitted and trialled. Payment is charged for every appointment and assessment no matter how soon after the original appointment. Payments also include an element towards the costs of travel and expenses of the trip. New saddles are always couriered out and the price charged covers insurance and administration of dealing with despatch. It is the owner’s responsibility to check the contents and not to use if unsure. It could be a while before Freedom Saddlery returns to your area (usually within 3-4 months). Always contact us with any concerns or queries immediately. Most problems are easily resolved as a full and thorough initial saddle fitting was conducted. Please note Freedom Saddlery is not able to follow up each sale personally and the onus is on the client to contact with any concerns. Jersey If an saddle is of satisfactory quality and is described correctly, Freedom Saddlery are under no legal obligation to exchange it, give you a refund or a credit note. The law does not give you any rights if it is you that have changed your mind or made the wrong choices. This includes if subsequently your horse goes lame or you ‘lose confidence’ in the saddle. This situation differs from the position in the UK, where the consumer’s rights, and trader’s obligations, are stated in the Consumer Rights Act 2015.
Guernsey
In Guernsey there is no legislation that gives consumers any statutory rights when they purchase goods or services. This situation differs from the position in the UK, where the consumer’s rights, and trader’s obligations, are stated in the Consumer Rights Act 2015.
Ireland
Freedom Saddlery regularly visits Ireland every 6-8 weeks sometimes more frequently. Clinics are scheduled at one location and it is your responsibility to travel to the location for the time allocated. Freedom Saddlery has been working in Ireland since 2014 visiting regularly. In the rare event you are dissatisfied please read the Terms and Conditions above and also note: You have no grounds for redress if: You were told about any defect/limitations before you bought the item (for example, if the saddle has been used or is marked or is not adjustable) You take delivery of the saddle and do not notice a defect. You bought a saddle knowing that it wasn’t fit for what you wanted it to do (eg different sized rider to use it as well but not disclosed at time of sale) You decide you cannot afford it. You broke or damaged the saddle - including continuing riding whilst slipping left or right. You have been riding in another saddle not checked for fit and the horse is sore in the back. You change your mind! Please note the UK is no longer in the EU.
If you have any queries please let us know. steph@freedomsaddlery.co.uk