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Policies

RETURN POLICY ON SADDLES

Although we try to make the best saddle available, we cannot guarantee that the saddle you order, or buy, will fit your horse due to the differences in horse size and build. 
  • Horse fit or rider fit, again as horse and rider sizes and shapes differ it is impossible for us to guarantee a fit to every customer. We do however offer many size options to accommodate most horses and riders. We also offer assistance in reselling your saddle.
  • Due to the international logistics of our business, we cannot guarantee the date of delivery for any saddle. We ship with UPS and find they are the most professional company, but once the saddle has an AWB (tracking number) no refunds will be given for delays in shipping. 
  • We are not responsible for stains or blemishes during the shipping process, we do our best to package each saddle with care and protection. 

CUSTOM SADDLE ORDERS

  • Custom orders are made only with a $500 nonrefundable deposit. 
  • Once your saddle order is ready you have 30 days to pay the balance or you forfeit any payments made toward the saddle, including the deposit, unless you are on our in house payment plan. All Payments on in house financing our NONREFUNDABLE. 
  • We send photos for preapproval on all custom orders, once a custom saddle is approved, it cannot be returned.
  • Please ask for more pictures or a video of you are not satisfied with what has been uploaded on the tracker.
  • Wait time to receive your custom saddle varies on the model of saddle, available material and shipping situations that may be out of our control. Current wait time is 12 to 16 weeks, but this is an estimated arrival date. We try to make saddles are similar as requested, but cannot guarantee to have the same look. 
  • You can check the production status and payments of your custom saddle on our Diamond Classic  Saddle Tracker
  • In the event that a custom saddle is not approved by the customer after completion, the customer will have the option to have us remake the saddle or choose from any saddle in our stock.

RETURN POLICY/WARRANTIES

For products other than saddles our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be eligible for a refund.
  •  Any item that is returned more than 30 days after delivery will not be eligible for a refund.
  • ALL Saddle Pads including Cowhide pads are nonrefundable or exchangeable unless there was an error from our shipping department on size or color. 
  • Shipping costs on returned items, warranty work or exchanges are to be paid by the customer.
  • All 6 month payment plan are NON REFUNDABLE. 

Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.  Only regular priced items may be refunded, all sale items cannot be refunded.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@thediamondclassic. Refunds may take up to 30 business days to process and payment is refunded minus any fees from banks, credit card, PayPal, ShopPay, etc. 

Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@thediamondclassic. 

DEFECTS OR PROBLEMS WITH YOUR ORDER

  •  If you have received an item with any problems or defects, please contact our office within 24 hours to inform us of the issue. If we are not notified within 24 hours of receiving the item, then it will no longer qualify for a return or replacement.
  • You must include a photo of the damage / defect with your email. We are not responsible for damages to any product caused by improper care or handling, or incorrect sizing.
 Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. These situations do not qualify as defects, and no returns, refunds or exchanges will be made for any Diamond Classic Products 
 DIAMOND CLASSIC SADDLERY IS NOT RESPONSIBLE FOR:
  • Delays with UPS shipping at any time. 
  • International Duties or Customs charges. 
  • Products that are lost, damaged or stolen items. ITEMS CAN BE INSURED AT THE BUYERS REQUEST. 

 

Cancellation Policy: If you cancel your order after it was placed there will be a 10% restock fee.