Returns & trial

1.The trial window

Saddles ship with a fourteen-day trial window counted from the day the package is delivered to the address on your order. School in it, hack out in it, lunge in it, and see if the fit works for you and your horse. If it doesn't, return it inside the window for a refund of the saddle price.

The clock starts on delivery, not on order placement. Your carrier's tracking gives us a delivery timestamp; if your saddle was delivered on a Tuesday at 3 pm, the fourteen days run out at 3 pm two Tuesdays later.

2.Other catalog items

Tack and rider apparel don't fall under the fourteen-day saddle trial. Other catalog items (tack, bridlework, rider apparel) carry a standard 30-day return window from the day of delivery, returnable in the same ride-test / unworn condition described below.

Supplier-specific terms still apply — a small number of items are final-sale, and some maker-specific return windows differ. Those terms travel with your order and override the default 30 days when they apply.

3.Condition on return

Please return the saddle in ride-test condition. We expect all four of the following:

• Unworn outside of a normal ride test — clean, with the dust and sweat a regular hack leaves behind wiped off, but not pushed into hard use.
• All original manufacturer tags still attached — the maker's hangtags, serial sticker, and any warranty card should be intact and on the saddle.
• Original packaging retained — keep the saddle's box, the protective tree cover, and any included wrapping until you've decided to keep the saddle.
• No custom-modification damage — no cut straps, swapped or aftermarket parts, drilled holes, monogrammed leather, or irreversible alterations. The saddle should come back in the condition the inspection desk can restock it in.

We're not picky about dust or sweat stains you can wipe off; we are strict about cuts, ink, dog chews, and torn billets.

The supplier inspects each return. If a saddle comes back in a condition we can't resell as new, we'll work with you on the path forward before assuming the worst — but a saddle that can't be restocked isn't eligible for a full refund.

4.How to ship a saddle back

Returns flow through email. Here is the step-by-step. Each step lands you at the next one — most riders knock the whole sequence out inside a week.

1. Email us first. Send a note to cantlepost@polsia.app with your order number and the saddle you'd like to return. We come back with the supplier's return address and the approved carrier list for that specific saddle.
2. Pick an approved carrier. USPS or UPS Ground are the preferred carriers for saddles — they're the carriers the supplier's inspection desk accepts without a re-routing call. FedEx Ground is fine when USPS or UPS Ground isn't convenient for your route. Air freight and freight-forwarding services are not on the approved list.
3. Ship to the supplier address we send you. Do not ship to a Cantlepost address — the saddle needs to land at the supplier's inspection desk, not at our office. The exact address, including any suite or dock number, arrives in the response to step 1.
4. Pack in the original saddle box with the tree cover. The box and tree cover the saddle shipped in are exactly what the inspection desk wants it repacked in. Retain your tracking number — you'll need it for step 6.
5. Know who pays for return shipping. By default the buyer covers return shipping. Two cases flip that:
   • Trial-window fit or change-of-mind returns: the buyer pays return shipping.
   • Supplier-side defects or a Cantlepost-shipped wrong item: Cantlepost covers return shipping and emails a prepaid label.
6. Email the tracking number back. Once the carrier scans the parcel, forward the tracking number to cantlepost@polsia.app. We track it through to delivery and follow up if anything stalls.

5.Refunds

Once the supplier receives and inspects the saddle, we issue the refund of the saddle price to the original payment method. The refund is issued within 5–7 business days after the supplier receives and inspects the saddle; the funds travel through the same PCI-compliant processor you used at checkout and post to your card on the same timeline.

Original outbound shipping isn't refundable.

6.Supplier-specific terms

As the supplier roster grows, specific things vary from one maker to the next — restocking considerations, the exact list of items not under the trial promise, and how supplier-side defects are handled. Until supplier agreements are fully in place, those specifics are worked out on a case-by-case basis on the start-a-return email. Nothing sneaky is negotiated after the fact; the spirit of the trial is to make sure you can confidently try a saddle you've never sat in.

7.How to start a return

If you want to skip ahead and reach out directly, email cantlepost@polsia.app with your order number, the saddle you'd like to return, and a sentence or two about why. We'll send back the supplier's return address, packaging guidance, and a tracking-template you can use. The rest of the flow is the same as the ship-back steps above.