At Caracoda Equestrian, every piece—whether selected from our ready-to-ship provisions or crafted to order—represents a profound investment of traditional labour and meticulously restored vintage saddle leather. We understand that circumstances may require a return, and we have established the following universal policies to ensure absolute clarity for our customers.
Return Authorisation & Communication
Before any item begins its journey back to our workshop, it must be clearly communicated and formally authorised. Please contact us directly at infocaracoda@gmail.com to declare your intent to return the goods and to state your reason. Upon authorisation, we will provide you with the correct return destination address.
To be accepted back into the estate, the returned item must arrive in absolutely unused, pristine condition, secured thoughtfully within its original packaging.
Defective Goods or Transit Damage
If you are returning a piece due to a structural defect or damage sustained during its initial journey to you, we require clear photographic documentation. You must provide photographs of the fault itself, alongside clear images of both sides of the exterior packaging. This evidence is crucial, as it allows us to formally claim compensation from the courier.
Upon the safe return and bench inspection of the defective or damaged item, Caracoda Equestrian will issue a full refund, including your original shipping costs. In this specific instance, we will also cover the cost of the return carriage.
Discretionary Returns (Change of Mind)
We accept returns should you simply change your mind, provided the item is entirely unused and faultless. However, because every bag requires an immense dedication of time, effort, and specialised restoration of the saddle leather, these returns are subject to a partial refund.
For discretionary returns, Caracoda Equestrian reserves the right to retain £100 from the refund total as compensation for the labour and craftsmanship invested in preparing the piece. Additionally, the original shipping costs will not be refunded, and the customer bears full responsibility for the cost of the return carriage.
The Return Journey
For all returns, the customer must utilise a fully tracked shipping service to prevent lost parcels. The customer assumes full responsibility for the item during its return journey; any complications, delays, or losses that occur during this transit are the sole responsibility of the customer to resolve directly with their chosen courier.
Refunds will only be processed after the parcel has been successfully delivered to our workshop and the goods have passed a thorough condition inspection at the bench.