Returns & Warranties

Policies: General Terms of Business and Delivery.

HEATHER MOFFETT SADDLES: For 1 year (as long as the original purchaser owns it), Heather Moffett Saddles will repair or replace a saddle if the defect is warranted as a manufacturing fault. Shipping charges back to the manufacturer to be paid by the customer.

DEUBER & PARTNER SADDLES: There is a 10 day money back guarantee on DP saddles, but please keep in mind to treat them gently and only ride in it 1-2 times. No restocking fee is charged if you return it in a great condition. If you return an item, please understand that you will be responsible for the shipping costs to and from you. If you return an item with greater signs of use than normal, we reserve the right to hold the depreciation value from your original payment and will refund the remaining balance to you. Should the items be returned in an unsellable fashion, you will be charged at wholesale prices to cover our loss. We take great pride in our products and want the next customer to be just as satisfied. Shall one of our products be truly defective, we will of course not charge you any return fees and will mail you a return label. When you ship an item back to us, you must provide us with a tracking number upon shipment, either by phone or email to dianne@hest.com.au and send it fully insured. Our $80 Saddle Demo Fee does apply on all saddle returns with the exception of faulty items, if a replacement saddle is not ordered.

DEUBER & PARTNER WARRANTY: Used properly, sensible care and proper storage, we grant the owners of our saddles a total period of 3 years, and 5 years warranty on the ULTRA FLEX TREE. The warranty is only valid upon presentation of the original invoice and warranty passport. Since leather is a natural product, it may have visible, small colour changes or scarring or overgrown cracks. These are not leather errors, but a sign of authenticity. Wear and tear parts (e.g. as girth/cinch, tie-strap, off-billet, girth, Anti-Slip-Fender Protection, stirrup leather or silver parts) are imposed by the warranty.

STARTREKK TREELESS SADDLE WARRANTY: Used properly, sensible care and proper storage, we grant the owners of our Startrekk saddles a total period of 2 years.

CARING FOR YOUR SADDLE: A warranty is only guaranteed if your saddle is used properly, preserved and maintained. Leather is a natural product and reacts to environmental influences. Keep your saddle in a dry, cool and dark room and store it on a suitable saddle rack. The tack room should be separated from the barn. Clean your saddle regularly from dirt and other residue with a damp cloth and mild saddle soap. In order to preserve the high-quality vegetable tanned leather in substance and quality, oil the leather of your saddle once or twice a year sparingly after cleaning. When oiling or conditioning your saddle, please note that the rough leather underside absorbs much more oil than the smooth leather side. The underside is therefore only to be treated sparingly.

WARNING: Never oil any of the Nubuck leather areas and adjoining edges of your saddle! Bright natural coloured saddles will darken when oil is applied! For leather care in between rides use a high quality leather grease (especially for tanned vegetable leather), which has an impregnating effect. All fats/greases/oils are to be used sparingly; otherwise the leather will lose its tension and stability.

MATTES PRODUCTS: Any Mattes products sold on this website are considered custom made products and for all products in customer selected colour combinations, are therefore excluded from returns. This limitation does not apply to quality issues. Condition for the processing of claims is the presentation of a sales receipt. Any return shipment will strictly only be accepted after prior approval.
IMPORTANT INFORMATION ABOUT BRIGHTLY COLOURED AND DARK COLOURED SHEEPSKIN: There is a possibility of dye bleeding from dark or bright coloured skin onto light coloured quilt. A slight staining is possible from dark or bright coloured wool onto the hair of grey horses. Fading of the wools surface is also possible. This is due to the composition of the horses sweat, which can be different from horse to horse. The same applies to dark and bright dyes on saddle leathers.

SALES & SHIPPING INFORMATION: All prices shown are in Australian dollars. HEST accepts direct deposit/internet transfer (zero surcharge), PayPal (3% surcharge), Visa or MasterCard (1.6% surcharge), AMEX or DINERS (2.8% surcharge) & personal cheque. If paying by cheque, shipment will be made after your cheque has been cleared by the banks. All orders are subject to a 15% non refundable deposit / restocking fee unless otherwise specified. Deposits paid on cancelled orders are non refundable if work on the saddle has begun.

CUSTOM/SPEICAL ORDERS: please allow 10 - 16 weeks from date of order for shipment of items unless otherwise specified. Full payment will be due before the saddle is shipped to HEST. It can happen that certain products are back ordered from the manufacturers side, unfortunately that can result in longer waiting times and we apologise sincerely if this should occur.

Please inspect your products upon arrival. Any damage to products due to shipping must be immediately reported to HEST.

RETURN POLICY: A 10 day return policy applies to all new Saddles unless otherwise specified. You are allowed 10 days from arrival date of your new Saddle at your address for notification of return. Please contact us to discuss any fitting problems or other issues you may encounter with your new saddle before sending the saddle back to us. Failure to contact HEST to discuss an issue or an unwillingness to try suggested solutions to create an ideal fit, will incur an automatic restocking fee of 15% of the full purchase price. 'Fitting photos' must be provided to HEST! Once you have discussed any issues with HEST, it may be agreed that you return saddle for exchange or refund.

Please note that an exchange/refund can only be given if the saddle and/or accessories are absolutely clean, hair-free, and show no evidence of use. If the products returned show signs of use, HEST will withhold the exact amount we will have to give as a discount to the next purchaser, as it will no longer be possible to sell the saddle as new. Shipping on returns must be covered by the purchaser. Replacements will be forwarded strictly after the products have been returned and have been inspected by HEST. If the replacement item is not in stock, it will be ordered in from our supplier. Wait times may apply.

Please return the item/s via registered, traceable and insured post only. There are no returns 'for change of mind' under any circumstances. If the saddle you ordered has customisations that deem the saddle to be a custom order, then no return is possible, unless for a warranty issue.

Our $80 Demo Fee will be retained from all saddle refunds.

TERMS OF USE: HEST products are offered to you conditioned upon your acceptance without modification of the terms, conditions, and notices contained herein. Use of our products implies acceptance of all such terms, conditions and notices.

EXCLUSIVE OBLIGATION: The sole and exclusive obligation of HEST shall be to accept return of product/s in the manner and for the period provided above.

LIMITATION OF LIABILITY: Equestrian activities can be extremely enjoyable, but also dangerous. In no event shall HEST or Dianne Pascoe, be liable for any direct, indirect, punitive, incidental, special, consequential damages, or any damages whatsoever arising out of or connected with the use or misuse of its product(s). Buyer assumes all risks and liability from use of product(s).

ENTIRE OBLIGATION: This Terms of Use, Warranty and Disclaimer document states the entire obligation of HEST with respect to the Products. If any part of this agreement is determined to be void, invalid, unenforceable or illegal, including, but not limited to the warranty disclaimers and liability limitations set forth above, then the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of the agreement shall remain in full force and effect.

HEST reserves the right to change the terms, prices, conditions and notices under which their products are offered without notice. HEST is not responsible for any misprints or misrepresentation on their publications, including but not limited to advertisement, brochures, verbal and e-mail communications and website.

PRIVACY POLICY: HEST does not share your personal information with any third parties, other than for shipping purposes. We take care to ensure that the personal information you give us is protected. We store customer contact information and take every reasonable step to ensure its security and protect it from misuse and unauthorised access. The information stored may include your name, postal and/or email address and telephone number. We will not sell or give your contact information to a third party.

We would also like to remind you that there are inherent dangers in the sport of riding horses. Under no circumstances will HEST be liable for any consequential loss, cost, damage or injury arising from the use of any saddle or tack sold. In using the products, you understand and agree to assume all risks and hazards, including the possibility of injury to your horse, yourself and others, that are inherent in this activity. Please be safe.

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