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About Shipping & Refunds

Shipping Options

Online orders with a purchase total of R1500 or more qualify for free delivery within South Africa. 
Online orders with a purchase total of less than R1500 will be charged a delivery fee of R150 excl. VAT.
Any returns in all cases will be for the purchaser’s account.

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Tracking Your Order

We are currently processing orders in-house and will provide updates directly from our communication channels.  Should you have any concerns about your order, please get in touch with us directly on WhatsApp.

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Shipping Restrictions

We currently only ship within South Africa. International orders are not supported at this time.

 

Returns and Refunds
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Our Saddle Return Policy


We want you to be pleased with your saddle purchase and ensure both you and your horse are happy. That's why all second-hand and ex-demo saddles come with a 10-day cooling-off period, starting from the day you receive it.


How to Return a Saddle
To initiate a return, you must:
Please email lizelle@equinesymmetry.com before the10-day cooling-off period, and we will arrange return details. Please note that the buyer will cover the courier costs for the return.

Important Return Details

  • Saddle Condition: The saddle must be returned in the same condition it was sent to you. The buyer will carry the courier cost for returns. Please confirm the return address via email with us BEFORE you ship the return.

  • Damage & Refunds: Any damages incurred during the cooling-off period will be deducted from your refund. If the saddle is deemed to have suffered irreparable damage, a refund will not be permitted, and the buyer will be liable for the full purchase price.

  • Refunds Only: We offer refunds for returned saddles, not direct exchanges. If you wish to purchase a different size, colour, or model, please place a new order directly on our website.

  • Refund Processing: Once we receive and inspect the returned saddle, your refund will be processed within 5 working days. Please allow an additional 3-5 working days for the payment to reflect in your bank account.

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Our Return Policy for Accessories

 

Accessory products (excluding saddles and digital content) may be returned within 14 days of receipt, provided they meet the following conditions:

  • They are unopened,

  • They are unused, and

  • They are in their original, undamaged packaging.

  • Please note: Any items returned showing signs of use are not refundable.

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How to Return Your Accessories
To initiate a return, you can email our team before the 14 days: lizelle@equinesymmetry.com
Arrange your own courier/parcel service. It is your responsibility to send the item back to us. Please use a reliable and reputable courier, as you remain responsible for the products until they are safely received by us.


Once the item(s) have been received and inspected by us, your refund will be processed within 5 working days. Please allow a further 3-5 working days for the payment to reflect in your bank account.


Exchanges: If you would like to exchange an item for a different size or colour, please place a new order for the correct item directly on our website. Then, complete the returns form below for the item you would like to return for a refund.

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Customer Service

 

We are a growing boutique business that aims to provide a premium experience to our customers. We appreciate any feedback and are available to support any inquiries regarding your order or our shipping policy. Please contact us at lizelle@equinesymmetry.com. We're here to assist you.

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