Tonya Ward Saddles Terms & Conditions
TONYA WARD SADDLES is run by Tonya Ward, TONYA WARD SADDLES provides a full and thorough consultation to advise on the current fit of your saddle, and any action required for it to fit more optimally.
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TONYA WARD SADDLES prides itself in working with equine welfare at the forefront of all advice. Ongoing Continual Professional Development to maintain up to date knowledge and working alongside your team of professionals is key to ensuring the very best outcome for a new saddle.
Appointments fees are payable for every consultation, regardless of whether a saddle ordered. The fee covers our time and advice - as with any profession. Much investment has gone into the qualifications and ongoing CPD to ensure the advice given is as up to date as possible.
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NEW SADDLE
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If a new saddle is required, the most optimal saddle/s solution for horse and rider is advised. This is based on the individual needs of horse and rider from across a wide range and models of saddle manufacturers and brands worked with. Wherever possible budgetary restrictions are worked to.
On occasion, there has to be compromise due to limitations of budget or specific measurements of horse and/or rider. If there is compromise diverting from optimal fit, this will be fully documented and agreed prior to sale.
Clients are positively encouraged to bring along trainers or third parties to all appointments.
It is your personal responsibility to fully furnish TONYA WARD SADDLES with all relevant information prior to and during the appointment.
Full and thorough advice at point of sale ensures against concerns occurring at TONYA WARD SADDLES This includes a proper ridden trial of the saddle type.
Full documentation is recorded to provide ‘reasons why’ brand and models were selected, and the saddle types considered and discounted.
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FACTORS TO BE AWARE OF WHEN PURCHASING A NEW SADDLE
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1. HORSES CHANGE SHAPE
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It is a well-known scientifically proven fact that horses can change shape. This can affect saddle fit. Certain brands can be adjusted. You will be advised if the saddle ordered is adjustable.
Templates will be taken at every appointment and recorded to prove any change in shape. It is your responsibility to call out TONYA WARD SADDLES at the first sign of an issue, and to book in regular 4-6 monthly saddle checks.
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New horses also need a settling in period. Most people get a new horse and immediately get a new saddle. If the horse proves to develop behavioural issues, the saddle should always be checked to eliminate from the potential causes. Equally the new horse may change shape in a new/different environment and with a different rider.
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You cannot return a new saddle if your horse changes shape such that the saddle no longer fits. There is no guarantee that a saddle will always fit for the duration of your ownership of the horse. This is the risk you as a horse owner have to accept.
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If you are concerned that you have been sold an unsuitable saddle, a full review must take place with the original documentation. If you have these concerns because of comments from another saddle fitter - a three-way professional discussion must ensue. TONYA WARD SADDLES is always open to discussion and retains file notes to support all decisions and advice.
2. RIDER ABILITY / WEIGHT
Please also recognise the maximum weight limits as advised by the Animal Health Trust (AHT). It is the client’s responsibility to ensure their horse or pony is up to weight. Riders can be too big for their pony or horse, and it can affect performance. A flocked saddle will settle more quickly with a heavier rider and will likely require more regular attention.
The welfare of your horse’s back may be affected if the advised limits are exceeded and/or if the horse is not ridden correctly.
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If TONYA WARD SADDLES is concerned that weight limits are an issue, the report form will be documented accordingly. Equally if the horse is ridden regularly in a hollow outline this will also be noted as it directly affects back pathology.
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The client will be requested to sign to confirm this has been raised and the requirement to have the horse’s back checked frequently where compromise has to be reached in saddle fit.
Please note the fit of the saddle is critical in this situation, and it will require more regular reviews as rider weight and balance can affect this, even when a saddle fits well.
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3. QUICK CHECKS
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Where the clients wishes to circumvent the full consultation procedure, ‘return’ issues are more prevalent. Such orders are discouraged and occasionally refused. In these situations the paperwork will be annotated fully that the usual procedure has not taken place due to client preference.
4. VALID REASONS TO RETURN A SADDLE
Rights of the consumer are always respected. Faulty goods or receiving a saddle that is not as ordered will always be supported and referred to the manufacturer to resolve the issue. It is hoped that you will work with TONYA WARD SADDLES to ensure the situation is resolved equitably. TONYA WARD SADDLES represents you to the manufacturer.
Unreasonable requests for returns will not be accepted – e.g. if horse goes lame or is injured, serial number has worn away/is not visible, horse has changed shape, saddle is slipping, rider has confidence issue, horse is unsuitable etc.
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SADDLE ISSUES:
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TONYA WARD SADDLES will always work with you to address any concerns that occur however minor.
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Bearing in mind horses change shape it is your responsibility to regularly have your saddle checked as you would if you took delivery of a new car.
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There may be specific instructions on delivery – e.g. how to girth the saddle as part of your new saddle fit programme, or to use a certain pad initially until the horse builds muscle tone. Initial 12 week check and ongoing 4-6 month checks are strongly advised.
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Whilst TONYA WARD SADDLES understands sometimes checks get missed, the consequences of not having regular checks can be severe and result in saddle fit issues.
Saddle slip or roll is a common issue in horses, there can be many reasons for this. A full saddle assessment will be required, and a holistic view taken including trainer, vet, back professional, and farrier. If a flocked saddle starts slipping, immediate contact must be made with TONYA WARD SADDLES. Continuing to ride in a saddle that is slipping can cause equine back issues, performance issues and can affect the fit of the saddle itself by distorting the panels. Saddle slip, and consequential distorted panels is not cause for return of a newly used saddle. TONYA WARD SADDLES will work with you to minimise this and support you.
Where a new horse suddenly has behavioural issues following delivery of a saddle, a full and thorough reassessment will be required in this instance. ‘Lack of confidence’ in the saddle is also not a reason to return a saddle. New horses need time to settle.
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OUTSIDE OPINIONS
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Occasionally trainers, vets or physios comment on new saddle suitability. They usually have not been present at the saddle appointment, nor seen your saddle report prior to commenting. Any issues should be put in writing to TONYA WARD SADDLES by the trainer, vet or physio, and a three way conversation/saddle review must ensue with all parties present. Sadly, unsubstantiated and inaccurate comment is occasionally cited, and by ensuring everyone is open and honest, a constructive solution can often be found with all parties working together. Equally occasionally some trainers have commercial links with other saddle fitters and brands and may be targeted on referrals. Please be aware of the commercial influences. If in any doubt, please book a saddle fit check and have your trainer be present for the fitting.
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PURCHASING A NEW SADDLE
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New saddles ordered will have gone through a full assessment and trial, and usually a delivery fit appointment. Therefore, the purchase is not entered into lightly or without full confidence that the saddle ordered is suitable.
A deposit of 50% is required to order a saddle the remaining balance is due prior to delivery and fitting.
The title of all goods shall remain with TONYA WARD SADDLES until paid for in full. BESPOKE SADDLES - PAYMENT IN FULL IS REQUIRED ON ORDER.
Returns are permitted within 14 days of saddle delivery as per UK consumer laws. THIS DOES NOT INCLUDE BESPOKE SADDLES. TONYA WARD SADDLES will always want to have an opportunity to discuss any concerns causing your reason to return.
Saddles returned within 14 days will be assessed for wear and tear and subject to a usage charge of 15%. Following this they will be taken for sale on a commission basis and payment made when saddle sold.
Tonya Ward Saddles does not provide a 12 week complimentary check. Due to the large geographical area covered all appointments are payable unless agreed prior to visit. By using the services of Tonya Ward Saddles you are agreeing to this.
*Bespoke saddles are saddles made to template or have individual features to accommodate the horse shape or rider shape that mean onward sale of the saddle would be difficult. Clients will be advised if they are ordering a bespoke saddle.
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PAYMENT
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Tony Ward Saddles only accepts payments Via BACS. Terms of Payment will be noted on your Invoice.
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REFUNDS
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Refunds are rare - but nevertheless are covered in the Terms and Conditions. In all requests for refund, TONYA WARD SADDLES must have be given the opportunity to fully review the fit of the saddle and be given reasonable time to adjust the saddle to correct the fit. If a refund is requested, please be reasonable in terms of your rationale and review your paperwork from the initial fitting. TONYA WARD SADDLES works very hard to ensure every client receives accurate advice, by providing written reports, and by keeping up to date on the latest research and undergoing other ancillary qualifications.
There is no refund for saddles ordered or purchased directly where the saddle fitting service has not been used, as it is deemed that the customer has used their own judgment in making their purchase (execution only sale).
For saddles fitted by TONYA WARD SADDLES, the following covers terms and conditions of refunds:
*Saddle delivery up to 14 days from purchase – replace or refund less costs incurred and wear and tear.
*Saddle issue occurring up to 1 month – re-assess, re-template and refit. Offer to fit alternative saddle or offer resell saddle, subject to a minimum 15% usage charge and less appointment fee/costs.
*Saddle issue occurring 3 to 6 months from purchase – re-assess, re-template and re-fit, but charges, alteration fees and mileage apply. Resell if applicable - less 30 – 50% dependent on condition.
*Saddle issue occurring 6 to 12 months from purchase – re-assess, re-template and re-fit, but charges and mileage apply. Offer to sell saddle on commission.
*For any issue occurring after 12 months – re-assess, re-template and re-fit charges apply, re-fit and offer part exchange or sell saddle on commission.
By issue, it is meant complaint and not regular saddle checks as advised at the time of purchase.
Faulty products will always be returned back to manufacturer to correct within legal timescales.
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These Terms and Conditions have been written after many years of saddle fitting and very occasionally clients change their view of their saddle purchase and exercise their Consumer Rights. There can be many varied reasons for this. It is hoped these T&Cs cover the majority of issues.
TONYA WARD SADDLES will always treat you and your horse with respect, and it is expected that this be returned. TONYA WARD SADDLES will always be reasonable in its dealings with you.
Bullying and intimidation will not be tolerated. Personal body cameras may be used to record the consultation - with prior permission and a copy of the recording must be given to TONYA WARD SADDLES.
GDPR
Please see our GDPR policy for how we hold your data.
If you have any queries, please let us know at twsaddles@gmail.com
5th March 2023
