Terms and Conditions

For your information

  • These are the terms on which we sell all Goods to you. By accessing our Website and/or ordering any of the Goods, from the website or facebook, you agree to be bound by these Terms and Conditions. Before placing an order on the Website, you will be asked to agree to these Terms and Conditions by clicking the button marked ‘I Accept’. If you do not click on the button, you will not be able to complete your order. If purchasing via facebook it is assumed you have read the terms and conditions and agree to them by entering into a contract by making payment.
  • It is your responsibility to read these terms and conditions. If not in agreement with these terms, you should not use our website, or purchase or products
  • Millstream Saddlery reserves the right to amend, change and update these terms and conditions at any time.
  • All products are sold as seen and described in their individual adverts. It is your responsibility to read the advert fully, and make any further inquiries should you need further information.
  • Millstream saddlery attempts to ensure the website is up to date and accurate. In the event a product has sold but is still live on the website, we reserve the right to cancel your order if the product has already sold, we can offer an alternative or a refund. You will be contacted via email in this case.
  • Millstream saddlery reserves the right to amend, change, update or remove the content on the website or on social media at any time without notifying users.

Payments and delivery

  • Can you ensure that the address on paypal is correct before sending payment please otherwise we cannot responsible for your item not being delivered to the correct delivery address. We are unable to send items out to a different address than is logged with Paypal. If you are not going to be in to receive the parcel can you please supply an address, on paypal, where someone will be in. If you are not going to be in, please can you supply a safe place to leave the parcel or make provisions i.e put a note on your door. I cannot be held responsible if you are not in to receive the item.
  • Locations within the UK mainland will recieve DPD 24hr courier service. Please allow more time for us to process the order, pack it. All in all it may take 2-5 working days for your item to arrive. For orders that will require itms to be ordered in it may take up to 10 days. 
  • Postcodes: AB1-38, AB55-56, FK17-21, IV1-63, KW1-17, PA20-78, PH14-50, ZE1-3, HS1-9 DPD postage is charged accordingly. 
  • The Channel Islands, IOM, IOW or overseas including the Republic of Ireland postage costs will be additional – please let me know before paying if you haven’t already received a postage cost.
  • If your item has not been received within 10 working days, please contact us then and not before as the item maybe delayed in transit with the courier.
  • It is your responsibility to ensure you or your nominee are available to sign and accept the delivery.
  • If delivery is attempted but unsuccessful, the courier may charge an additional charge for redelivery. This cost is passed to you and must be paid prior to delivery being reattempted. If you then decide to have the goods returned , you will be liable for all carriage costs incurred.
  • Failed delivery and parcels returned to us will incurr a £15 fee plus the charge for sending out again. 
  • The order process on the website or paying via Paypal directly takes you through via a check out page prior to submitting payment should you need to amend any errors before submitting the order. It is your responsibility to check that you have used the ordering process correctly any amendments may result in a charge.
  • If paying by bank, can you please confirm your postal address, email and phone number please for the courier and please enter your name as reference. 
  • If the parcel is received damaged or in poor condition, it is your responsibility to photograph in detail the packaging prior to opening and report to us immidiately. 
  • Please report damage to parcels and items or missing items within 48 hours of  recieving the item. After this time we cannot carry out an investigation on any damaged or missing items.
  • Please note we cannot hold items as this prevents others from missing out on a bargain –Immediate payment is required.  If immediate payment cannot be made I will need a non-refundable deposit to secure.
  • If your parcel is returned to us as undelivered dpd charge us £17.50 for this and so the cost will be passed on to you. If you request a refund for the item then the refund will be minus this cost plus the original postage cost. If you require the item to be posted back out to you then the £17.50 will be charged along with the cost for the parcel to be re-sent out. 


  • Item might be slightly different to the photo provided due to us having multiple of the same item.
  • The colour of the items may vary due to camera and screen settings. If you are looking to match a specific colour of leather then please contact us and we can try our best but not guarantee a 100% match. We cannot be held responsible if the exact colour is not what you expected. Due to the nature of leather, oil and soaping will darken leathers and will result in a colour change.
  • Due to the soft nature of plastic bits, if they are not correctly adjusted in the mouth it is very common for horses to chew them. It may result in damage, sharp corners and likely breakage. It is your responsibility to adjust the bit correctly in the mouth and not our responsibility if they are chewed or show tooth marks with use.
  • Sweet iron will naturally rust in air, water and the horses mouth, this is what it is designed to do. Therefore, please expect sweet iron bits to rust, or be rusty whether new or used.
  • Second-hand products will show signs of use are to be expected. All leather and stitching is checked before the item is put on sale. As leather is a natural product it can break at any time regardless of whether new or used, therefore we cannot be held responsible for breakage of any leather items.
  • We cannot be held responsible for any misuse of any item by the purchaser which results in damage or breakage of any item. We will describe the condition of an item over and above expected use of a second-hand item.
  • We sell products in good faith that they are sound and fit for purpose. However, it is your responsibility to ensure the item is safe, sound, and fit for purpose by having the product checked. We accept no responsibility for products found to be faulty outside of the 14 day returns policy below.

Returns and exchanges policy

  • Clearance items, sale, flash sale, live sale and auction items are available for credit or exchange only. Postage will not be included in the credit and exchange postage are to be covered by the customer.
  • Safety items such as hats, helmets and body protectors are non returnable. 
  • Plastic bits are also non returnable due to hygene reasons. 
  • Rugs are also non returnable due to hygene reasons.
  • If an item is described as new and you have then used it then a return will not be authorised.
  • Please request a return with clear photographs and reasons for your return to info@millstreamsaddlery.co.uk
  • Full price items are for exchange, credit note or refund.
  • You have 14 days from receipt of the item to inform us that you will cancelling the transaction and the item will need to be back with us within 14 days of request to return, it must be in the same condition as the item was sent to you in.
  • If you return goods outside of the time frame given in this returns policy and you have not exercised your legal right to cancel, we reserve the right to return the goods to you at your cost and no refund or exchange will be granted.
  • It is the customers responsibility to cover return postage costs and obtain proof of postage. If the item does not get to us it is your responsibility to claim from the courier not us. If the item does not get to us then we cannot action any credit or refund.
  • Any damages to the item deemed to have been caused by the purchaser will be deducted from the refund accordingly to fix the item, or any signs of use will be deduced from the refund to reflect a more used resale price. If the item is unsalable, the item will be returned to yourself and no refund granted.
  • If the gullet system of a changeable gullet saddle has been found to have been damaged upon return then the saddle will be returned to you and no refund granted.
  • We reserve the right to refuse to accept a return of any item which has incurred damaged during the time in your possession or during return transit.
  • We reserve the right to make a deduction for any loss in value of the goods arising from our handling of the goods and charge a processing cost.
  • When returning an item, can you please put a note in the parcel with your name and refund details (the same way as you paid me) so that you can be processed faster. We aim to process refunds within 14 days.
  • The return postage is at your cost and the whole original cost of postage incurred by us will be deducted from the refund or credit.
  • If you require an exchange additional postage is to be covered by you to post the replacement to you, and please supply your postal address for the exchange to send to you.
  • You can withdraw the order by telling us before the order is made, if you simply wish to change your mind and without giving us a reason, and without incurring any liability.
  • To exercise the right to cancel, you must inform us of your decision to cancel this Contract by a clear statement setting out your decision by email sent to info@millstreamsaddlery.co.uk . We will confirm receipt of the cancellation request and advise you on where to return the Goods to.

Gift Vouchers, E-Vouchers and Cards 

  • Vouchers and gift cards are not redeemable for cash
  • Plastic cards can be spent in store
  • Paper vouchers can only be spent in store.
  • Please purchase e-vouchers for online purchases 

Rewards Scheme 

  • Rewards are not redeemable for cash 
  • Anything purchased using points and then returned is given as credit only no refunds will be given 
  • Paper cards are redeemable only in the shop 
  • e-points can be spent in store or online, if in store then proof of points will need to be provided before they can be spent 
  • Points do not expire
  • Loss of card will result in loss of points 
  • 1 point is 1 penny to spend 
  • Points cannot be spent on gift cards, postage costs, services or fitting charges
  • We reserve the right to substitute or remove products and services available for points collection and redemption in store and/or online without notice

Saddle Trials

  • Clearance saddles are for exchange or credit note only.
  • Trials are not available on new saddles.
  • If you wish to trial a full priced saddle, payment will need to be made in full prior to the item being dispatched. Payment is to me made by friends and family, card over the phone, or bank transfer. The item will be sent to you with a signature by tracked 48hr courier.
  • You have 48 hours after receiving the saddle to notify me of a return otherwise it is deemed to be sold. If returning the item is to be back with me within 4 days and the return postage is at your expense. It is your responsibility to notify us of a return.
  • It must also be insured to the full value. 
  • The refund will be minus the original postage cost for getting the saddle to you (£15-25 depending on the value and weight). A £10 administration charge will also be deducted.  
  • It MUST be returned in appropriate packaging and in the same condition in which it was sent to you. If the saddle is damaged, then the refund will reflect this or the saddle will be returned to you. If the gullet system of a changeable gullet saddle has been found to have been damaged upon return then the saddle will be returned to you and no refund granted.
  • We aim to process refunds within 48 hours by the same way you paid me.  If you paid by bank transfer can you please provide your bank details on paper in the parcel please. Thank you!!!

Lost parcels

  • In the event that your parcel does not arrive within 14 days of purchase it is possible that your item may be lost.
  • Please inform us of the non receipt of your item and we can open a lost item dispute with my Hermes.
  • This process can take 2-3 weeks and only after Hermes have concluded their investigation and refund can we issue you with a refund.
  • Patience is required and no abuse will be tolerated.


  • Millstream saddlery shall not be held liability for any loss, damage or injury suffered by you, your horse or third party as a result of the products and services provided by Millstream Saddlery.
  • We try to avoid any dispute, so we deal with complaints in the following way: Complaints should be submitted in writing via email to info@millstreamsaddlery.co.uk, specifying the date your Order was place, the product(s) your ordered, the reason for your complaint, and your expected resolution. We will respond as promptly as possible; however, we aim to respond within 7 working days.