Warranty
Warranty & Complaints
Have you received a defective item, or have you experienced an issue with one of our products after use? We understand how frustrating this can be. At Bits&Bridles, we aim to handle all warranty claims and complaints carefully and fairly.
All products are inspected before dispatch. If an item is delivered damaged or defective, this must be reported within 48 hours of delivery. Warranty claims will only be assessed based on the information provided, such as clear photographs and/or videos of the product.
All products are covered by a 3-month warranty against manufacturing and material defects. This warranty does not apply if a product has been modified, repaired or altered by a third party, or if the damage is the result of incorrect or improper use.
As our products are made from leather and other natural materials, normal characteristics such as the leather becoming softer, stretching or changing colour may occur over time. These are natural properties of the material and are not covered under warranty.
The warranty does not cover, but is not limited to:
- Normal wear and tear
- Leather drying out
- Leather stretching
- Discolouration of the leather through use
- Loss of rhinestones
- Damage caused by external factors, such as horse teeth, rubbing, pulling or impact
Where applicable, bridles and browbands are supplied with spare rhinestones. Despite careful quality control, rhinestones may become loose during normal use, for example if hairs become caught behind the stones. This is considered normal wear and is not covered under warranty. If rhinestones are missing, please contact us. Where possible, we will provide replacement stones free of charge.
In all cases, Bits&Bridles will determine the most appropriate way to resolve a warranty claim. This may include repair, replacement or another suitable solution. No rights can be derived from any specific method of settlement.
If the assessment of a warranty claim requires the product to be returned, it must be sent back clean and in its original condition. If the product is dirty or shows signs of use that prevent a proper assessment, the warranty claim may be rejected.
If you wish to submit a warranty claim or complaint, please contact us at bitsnbridles.eu@outlook.com and include your order number, a clear description of the issue, and clear photographs or videos of the product. We will assess your claim and respond as soon as possible.