Returns policy? Can I do anything or just suck it

[Caol Ila]

I bought a treeless saddle pad from Easytrek because it was one of the few treeless pads that wasn't black or brown (I like colours!), and I am having some ongoing faff adjusting my saddle to Hermosa's ever-changing shape. Their website says that they have a 14-day returns policy so long as the item is clean and still has its original label.

I put pad on horse, and the saddle just did not look quite right. I tightened the girth, and she threatened to bite. Not really her style. Point made. I changed back to the previous pad combination, and she was happier.

The website advises to email them about returns, which I did. I was honest -- said I tried it on horse, it didn't work. They messaged back to say that they cannot take a pad that has been on the horse. I wrote another email saying it was on the horse for less than five minutes. They replied that they only accept returns on leather goods that have been used, but not saddle pads. I responded by pointing out that nowhere on their website does it say this. They have not answered that last email.

Grrrrr. Am I going to have to chalk this one up to experience and just sell the damned thing on ebay?

 

[SantaVera]

Contact trading standards

 

[JBM]

No chance you paid them through PayPal?

 

[Caol Ila]

I did use Paypal.

 

[PipsqueakXy22]

I think they are being a bit cheeky, i Would definitely raise a complaint on PayPal

 

[JBM]

I did use Paypal.

Perfect! You can make a claim in PayPal and they’ll get you your money back
You can find more info here

 

[Caol Ila]

I'm messing around on Paypal's site now. Am I in the wrong section? There's no option for my situation.

And should I put the pad in a box and send it on its way?

 

[JBM]

I'm messing around on Paypal's site now. Am I in the wrong section? There's no option for my situation.

And should I put the pad in a box and send it on its way?

Don’t return it until you open a dispute and talk to PayPal I’ve added a link to my reply above

 

[Caol Ila]

The link doesn't work.

 

[JBM]

Weird sorry If I remember correctly you select the purchase on your PayPal app then report a problem then it will take you to the resolution centre and you chose what option applies to your situation

 

[Tiddlypom]

Did you try it on over a thin drying up cloth or similar?

I wouldn't expect money back on a numnah or saddle pad that had been put directly onto a horse's back.

ETA I try rugs on over a summer sheet.

 

[meleeka]

That’s harsh considering you can return a rug after trying it on, as long as it’s not dirty. How else are you supposed to check it fits? I’d open a paypal dispute and say you tried it on with a towel under and it didn’t fit. They are now not honouring their 14 day return policy.

 

[Caol Ila]

Aye, I've gone into that but there isn't an option for 'it didn't fit and the stated returns policy on your website appears to be BS.'

 

[JBM]

Did you try it on over a thin drying up cloth or similar?

I wouldn't expect money back on a numnah or saddle pad that had been put directly onto a horse's back.

I think it depends on the company
I purchased a bareback pad from thinline and they have a 30 day return policy here’s a quote from their website “We encourage you to use your ThinLine horse tack products or saddle pads before deciding to return them. It may still be returned slightly used.”
So if the company says 14 day returns as long as they’re clean it’s their fault for not stating in the policy that it doesn’t include saddle pads

 

[meleeka]

Aye, I've gone into that but there isn't an option for 'it didn't fit and the stated returns policy on your website appears to be BS.'

Isn’t there an ‘other’ option? you could maybe return it with a letter attached, then you can open a dispute for a return item not refunded.

 

[JBM]

Aye, I've gone into that but there isn't an option for 'it didn't fit and the stated returns policy on your website appears to be BS.'

I think I want a refund or they didn’t respond to me would be good options

 

[Caol Ila]

The options they give are either "I've already returned the item," (I obviously haven't) and a bunch of things that don't apply. It wasn't damaged, defective, or missing parts. It just didn't fit.

 

[Caol Ila]

I've found something close enough and opened a dispute. You can but try.

Also, don't buy anything from EasyTrek.

 

[JBM]

Hopefully works out!

 

[Caol Ila]

That was quick. They have agreed to take it back. Guess opening a Paypal dispute kicks the butts of some sellers.

 

[Widgeon]

That was quick. They have agreed to take it back. Guess opening a Paypal dispute kicks the butts of some sellers.

Oh good job, I'm really pleased!

 

[meleeka]

That was quick. They have agreed to take it back. Guess opening a Paypal dispute kicks the butts of some sellers.

They don’t get paid until the dispute is resolved anyway (which they are unlikely to win), so probably realised and at least now they can resell the item.

 

[palo1]

I understand your frustration but I also understand their policy; I would NOT want to buy a saddle pad that had been in direct contact with unknown horses tbh; even just for 5 minutes. Now, whoever next gets the pad won't in all likelihood be receiving anything biological/parasitical in addition but if they, or you did, that would be even more frustrating I think. I do know of a horse locally that had a terrible skin infection traced through exactly this route. Seller refunded the cost of the rug but wasn't obliged to shell out for vets fees. I don't want to be a fun-sucker, I really don't but it's worth bearing in mind.

 

[Kaylum]

You should always try over a summer sheet or flyrug. Otherwise it's been used but you really just tried it on and I see they will take it back which they should.