Refund policy

Saddle Ordering & Demo Policy

Due to the specialized nature of imported Hidalgo saddles and the significant costs associated with international ordering, I strongly encourage clients to participate in a demo/trial prior to purchasing a new saddle whenever possible.

I keep a limited selection of common demo models in stock to help riders evaluate fit, balance, and overall suitability before committing to a custom or special-order saddle.

Please note:

  • Most saddles are imported directly from Germany by request
  • Ordered saddles cannot be returned to the manufacturer once purchased on your behalf
  • Custom, bespoke, or special-order saddles are final sale
  • Saddle fit and rider preference can vary significantly between horses and riders
  • A demo/trial greatly reduces the likelihood of ordering issues

By placing an order, the client acknowledges and accepts that imported/custom saddles may not be eligible for return, refund, or exchange unless a manufacturing defect is present.

I am always happy to guide clients through model selection, sizing, panel options, and fitting recommendations to help ensure the best possible outcome before ordering.


Credit card processing fees (3.5% +30c per transaction) are not refundable.--applicable to all sales

All orders are to be paid in full prior to manufacturing or shipping.

If you have used a trial saddle, you can purchase it by letting us know that you would like to keep it. Please note there are no returns or refunds on trial saddles purchased, either after trialing the saddle or when purchased directly from the online store as an "ex-demo" item.


SHIPPING

Please note that shipping times are an estimate, and we cannot guarantee delivery within a specified amount of time. Refunds will not be granted due to shipping delays.

SADDLES IN STOCK 

Some saddles are in stock with us in Illinois and are available for immediate delivery, provided they are not a trial saddle and currently out with a customer. The customer is responsible for all postage costs.

Some saddles are in stock in Germany and can be delivered sooner than custom orders, please inquire. 

MADE TO ORDER STANDARD AND CUSTOM SADDLES

If you would like to order a saddle that is not currently in stock in Illinois or Germany, the production and shipping time to HUG YOUR HORSE can be up to approx. 12-30 weeks GIVE OR TAKE. We want you to have your new saddle as soon as possible, and many saddles come much sooner than this but at times there are unforeseen delays with production and shipping which we have no control over. In the event of production/shipping delays, your patience is kindly appreciated.

  • Workmanship on Hidalgo saddles is warranted for a period of 12 months by Hidalgo.
  • We do not provide refunds for change of mind, or due to lameness or illness of the horse.

 

You agree to use either the complimentary service of HUG YOUR HORSE for the initial fitting, or you may book a professional fitting either in-person or remotely by contacting us for our recommended saddle fitter’s details. Professional fitting is an independent service and attracts a saddle fitting fee.

We highly recommend using our test saddle service first before ordering a saddle to be made, to ascertain that a Hidalgo leather tree saddle suits both you and your horse. We want you both to be happy and comfortable!

 

DEFECTS OR FAILURE TO DELIVER

Hidalgo Saddles are covered by a 12-month manufacturing warranty from the date of manufacturing.

We make every effort to deliver products that are fit for use and free of defects. However, if we do miss something:

  • If the saddle has a fault, you must notify us within 7 days of receiving the saddle and you must NOT ride in it. 

  • HUG YOUR HORSE will endeavor to rectify any problems in a timely manner. HUG YOUR HORSE reserves the right, at its own discretion, to correct the problem including but not limited to; initial fit, repair material defects, or replace the saddle. All repairs must be carried out by HUG YOUR HORSE.

  • If the saddle has substantial material defects which cannot be reasonably repaired, you may return the saddle for a full refund within 7 days of receipt. In this case HUG YOUR HORSE will pay for the saddle to be returned to us.

  • If HUG YOUR HORSE has failed to deliver the saddle with the features you ordered, the saddle may be returned for a full refund or exchange within 7 days of receipt. Waiting times may apply for exchange products.

Please note the leather tree saddle is a handmade item and is not a mass-produced goods. Therefore, slight variations may occur in seat size, leather condition, flap length, pommel/cantle height etc. These variations do not affect the fit or usability of the saddle.

All parts of the saddle are made to flex under the rider’s weight and with the horse, which means that the construction of a leather tree saddle differs from that of a regular treed saddle.

Leather is a natural product and may have marks such as scars, veins, and color variations. These are not considered defects; they are characteristics of good quality leather products. Reasonable marks from shipping are not considered defects as leather is a natural product and the trip to your door is a long distance from manufacturer. 


SADDLE FITTING SERVICE PRIOR TO SALE

We assist with saddle fitting/adjustments for all saddles purchased from us- before and after purchase remotely, free of charge for up to 1 year after purchase.

If you have booked a saddle fitting to view and test ride in-stock models in person, and your representative is not HUG YOUR HORSE you are a direct customer of the retailer in question. They will have their own fees, charges, and policies in place.