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Customer service

If you have any questions or concerns, please do not hesitate to contact our customer service. We guarantee to a respond response within 48 hours on business days.

Email: customer.support@saddler.com
Phone: +46 (0)300-154 00 (business days, between 10.00-15.00)

Contact

Please contact us by email or phone.

Email: customer.support@saddler.com
Phone: +46 (0) 300-154 00 (business days, 10.00-15.00)

Delivery

We always offer free shipping within Nordic countries.

Typical delivery times:
Sweden: 1–3 business days (PostNord)
Other Nordic countries: 2–4 business days (Bring)
Rest of Europe: 3–5 business days (UPS)

If you experience any delays with your delivery (in the case that we haven’t informed you of any extended delivery time), please let us know by email: customer.service@saddler.com.

If an item is out of stock, we will contact you via email. You can then choose to schedule a new delivery time from when the item is in stock, or if processing of your order has not been completed, to cancel the purchase. There is no fee for such a cancellation, since the order will be halted before delivery. If we do not receive a response within two days, we will send the ordered goods once they are in stock.

Returns

All products purchased from saddler.com are eligible for return to us for a period of 14 days from the time you receive your order.

Fill in the form with which products you like to return. Then add the card with the products in the return package.

Carefully pack the products in the Saddler-carton and attach the return shipping label on the outside of the package, be sure to cover the old label.

Submit the return package to the nearest postal agent. Always ask for a submission receipt.

For returns from Norway contact us on customer.support@saddler.com, and we will send a customs invoice as well as a return shipping label to you.

Return Fees:
Sweden: 0 Kr
Norway: 69 NOK
Denmark: 39 DKK
Finland: 5 €
Other countries: 8 €

Once your return has been processed, you will receive a confirmation via Klarna. The refund/credit for your purchase will be completed within 14 days.

We reserve the right to deduct from the refund a sum equal to the depreciation in value of the product after its use or damage, compared with the original value of the new product.

Exchanges

Are you looking to make an exchange or replacement for a product? Simply make a return as described above and then place a new order at saddler.com

Not accepted packages

Packages that are not accepted are subject to a fee. The fee covers costs such as packing, packaging and the return process of stocking that item.

Not accepted package fees:
Sweden: 200 SEK
Norway: 200 NOK
Denmark: 200 DKK
Finland & other contries: 20 €

Complaints / defects

We inspect all our products before they are sent out. Should a product be dispatched in a damaged or improperly packaged condition, we will undertake, in accordance with all applicable consumer protection legislation, to remedy the error free of charge.

Please always make sure to contact our customer service before returning a defective item.

Any defects should be reported immediately once they are discovered.

Cookies

We use cookies to give you the best experience of our site. A cookie is a small text file stored on your computer. When you visit a website that uses cookies, the site will remember your personal settings, such as languages. Cookies are also used for statistical purposes.

In your browser settings, you can change so cookies are not saved. However, this does not allow you to fully appreciate the site's full functionality as it is based on the use of cookies.

Terms & conditions

Terms and conditions
1. About Saddler Scandinavia AB, VAT nr. SE556596775801

Saddler is based in Kungsbacka. The company’s postal address is Kabelgatan 14.
If you would like to get in touch with us, you can reach use by email at customer.support@saddler.com. Please include the nature of your inquiry, along with your contact details, and we will get back to you as soon as possible.

2. Ordering
After you have made an order, we will send an order confirmation to your email address. Your order confirmation contains information about your order, including the product(s) ordered, the price of the product(s), your billing address and your delivery address. If you find any errors in this order confirmation, please contact us immediately by email at customer.support@saddler.com.

Payment is possible through Klarna Checkout, and you can select between several flexible payment methods.

3. Delivery
Typical delivery times:
Sweden: 1–3 business days (PostNord)
Other Nordic countries: 2–4 business days (Bring)
Rest of Europe: 3–5 business days (UPS)

4. Prices
All prices in the store are stated in the currency selected on our website. All prices include 25% VAT and any additional applicable tariffs.

We reserve the right to alter prices due to price changes on behalf of our suppliers, or because of errors in the list price or other inaccuracies. We reserve the right to adjust the prices on all our products.

5. Return Policy
All items purchased from our website are eligible for return for a period of 14 days, starting from the time you receive your order.

5.1 When exercising your right of return
Fill in the form with which products you like to return. Then add the card with the products in the return package.

Carefully pack the products in the Saddler-carton and attach the return shipping label on the outside of the package, be sure to cover the old label.

For returns from Norway contact us on customer.support@saddler.com, and we will send a customs invoice as well as a return shipping label to you.

Submit the return package to the nearest postal agent. Always ask for a submission receipt.

Return fees:
Sweden: 0 Kr
Norway: 69 NOK
Denmark: 39 DKK
Finland: 5 €
Other countries: 8 €

Once your return has been processed, you will receive a confirmation via Klarna. The refund/credit for your purchase will be completed within 14 days.

We reserve the right to deduct from the refund a sum equal to the depreciation in value of the product after its use or damage, compared with the original value of the new product.

6. Not accepted packages
Packages that are not accepted are subject to a fee. The fee covers costs such as packing, packaging and the return process of stocking that item.

Not accepted package fees:
Sweden: 200 SEK
Norway: 200 NOK
Denmark: 200 DKK
Finland & other contries: 20 €

7. Complaints and grievances
We inspect all our products before they are sent out. Should a product be dispatched in a damaged or improperly packaged condition, we will undertake, in accordance with all applicable consumer protection legislation, to remedy the error free of charge.

Please always make sure to contact our customer service before returning a defective item. Any defects should be reported immediately once they are discovered.

7.1 What is the proper channel for submitting a complaint?
Any errors or defects should always be promptly reported to customer.support@saddler.com. Please make sure to include your name, address, email address, and the order number in the email, together with a description of the defect.

If we are unable to correct the error, or if we cannot deliver a similar product, we will reimburse you for the defective product in accordance with applicable consumer protection legislation. We will arrange return shipping for all approved complaints.

We reserve the right to refuse to correct a complaint if it turns out that the product does not contain a defect in accordance with current consumer protection legislation. In addressing complaints and errors, we follow the guidelines as prescribed by the Swedish National Board for Consumer Complaints (Allmänna Reklamationsnämnden; for more information, see www.arn.se).

8. Limitation of Liability
We accept no liability for any indirect damage that may arise from our products. We accept no liability for delays or errors due to circumstances outside the company's control (Force Majeure clause). Such circumstances include, but are not limited to, labour disputes, fire, war, government decisions, scarcity of resources, and/or non-delivery from a supplier.

9. Product Information
We reserve the right to alter orders or information caused by printing errors on this site, including the final sale price of any product. We do not guarantee that the images in our catalogue, or on our website, reproduce the exact appearance of the products. There may be certain colour differences due to either your screen, its resolution, and/or the quality of the photo used. We always try our best to depict our products as accurately as possible.

Privacy policy

Published: 2018-05-24

This Privacy Policy applies immediately to new users and from May 25, 2018 for existing users. This Privacy Policy replaces all previous versions.

Our Privacy Policy describes how we collect, use, save, release and protect your personal information. The policy applies to www.saddler.com, for all our communications and all related services.

By accepting this Privacy Policy, you agree that we may collect, use, disclose and save your personal information in the manner described in this Privacy Policy. I we change our Privacy Policy we will update this page.

1. What is GDPR?
GDPR is a data protection regulation and an shortening of "General Data Protection Regulation". The GDPR will apply throughout the EU on 25 May 2018 and replaces PUL.

2. Who is the controller for my personal data?
Saddler Scandinavia AB, Box 10224, 434 23 KUNGSBACKA, with telephone 0300-154 00, is the registry responsible for the personal information you send to us and is responsible for your personal information in accordance with applicable data protection regulations.

3. What kind of personal data do you collect and how do you use and process my personal information?
We collect personal data that you submit to us, for example, when making an order, sign up for our newsletter or contact our customer service. Your personal information that you submit to us may contain contact information and information about your payment. Below you can read more about how we treat your personal information.

4. Orders / purchases
Personal data is processed to:
• Deliver a purchased product, including delivery notice
• Manage payments, including analyzes of which payment solutions are to be offered
• Manage return, complaint and warranty matters

The categories of personal data processed are:
• Name
• Contact information, such as address, e-mail and phone number
• Payment information, such as transaction reference and transaction date
• Payment history
• Order information, such as which item has been ordered

Legal basis: Completion of purchase agreement

5. Newsletter
Personal data is processed to:
• Offer inspiration, promotions, benefits, discounts, general and personal offers, invitations to sales, gifts or other direct marketing.
• Based on analyzes, recipients of our newsletter can be divided into different customer groups to give different groups (segments) different offers.

The categories of personal data processed are:
• Name
• Contact information, such as address, e-mail and phone number
• Residence
• Purchase history
• User-generated data, such as click and visit history
• Technical information about computer, mobile phone and other devices that you use and its settings, such as language setting

Legal basis: Legitimate interest

6. Customer support cases
Personal data is processed to:
• Be able to identify and communicate with the customer and answer requests that come into customer support by phone or digital channels, including social media.
• Investigate complaints and support cases, including technical support.

The categories of personal data processed are:
• Name
• Contact information, such as address, e-mail and phone number
• Your correspondence
• Details of the time of purchase, defect or complaint on product
• Technical information about your equipment necessary for support cases

Legal basis: Legitimate interest

7. Marketing
Personal data is processed to:
• View relevant product recommendations, remind of forgotten / abandoned digital shopping carts, or save shopping cart to simplify future purchases or similar actions.
• Send direct marketing via e-mail, social media or other channels of communication.

The categories of personal data processed are:
• Name
• Contact information, such as address, e-mail and phone number
• Residence
• Information on how the customer uses the company's web pages and other digital channels
• Details of completed purchases
• User-generated data, such as click and visit history

Legal basis: Legitimate interest

8. Evaluation / Development
Personal data is processed to:
• Make services more user friendly, such as changing the user interface to simplify the flow of information or to highlight features commonly used in our digital channels
• Develop support to improve product and logistics flows, for example by forecasting purchases, stocks and deliveries
• Develop support to develop and improve our product range
• Develop evidence to develop and improve our resource efficiency from an environmental and sustainability perspective, for example by streamlining purchasing and scheduling of deliveries
• Develop support to improve IT systems to increase security for our visitors and customers in general

The categories of personal data processed are:
• Buy and user generated data, such as click and visit history
• Residence
• Your correspondence and feedback regarding our services and products
• Technical data relating to devices used and settings such as language setting, IP address, browser settings, time zone, operating system, screen resolution and platform

Legal basis: Legitimate interest

9. Legal obligations (accounting law, product liability, product safety and protection of personal data in IT systems)

Personal data is processed to:
• Able to comply with legal obligations, as required by laws, judgments or government decisions. These may, for example, refer to product liability and product safety requirements. It may also be the communication of information and information to the public and customers about product alarms and product recalls in the event of a defective or health hazard or to the extent required by other law and may be attributed to an individual.

The categories of personal data that can be processed are:
• Name
• Contact information, such as address, e-mail and phone number
• Your correspondence
• Details of the time of purchase, defect or complaint on product
• Payment Information

Legal basis: Legal obligation

10. Offenses
Personal data is processed to:
• Investigate or prevent fraud or other offenses
• Prevent junk mail, harassment, attempted unauthorized purchases or other prohibited actions
• Protect and improve our IT environment from attack and intrusion

The categories of personal data processed are:
• Buy and user generated data, such as click and visit history
• Data related devices used by the customer and settings, such as language setting, IP address, browser settings, time zone, operating system, screen resolution and platform
• Information on how our digital services are used

Legal basis: Legal obligation

11. Cookies
We use cookies to give you the best experience of our site. A cookie is a small text file stored on your computer. When you visit a website that uses cookies, the site will remember your personal settings, such as languages. Cookies are also used for statistical purposes.

In your browser settings, you can change so cookies are not saved. However, this does not allow you to fully appreciate the site's full functionality as it is based on the use of cookies.

12. Who has access to my personal information?
Saddler Scandinavia AB does not disclose your personal information or your email to third parties, unless special reasons exist. Personal data may be transferred to Saddler's partners in terms of marketing, distribution, transportation, payment solutions and IT services. In such cases, partners treat the tasks as independent personal data administrators in accordance with their own privacy policies and management instructions.

Saddler strives to process personal data within the EU / EEA and collaborate with partners and suppliers dealing with personal data within the EU / EEA.

13. How do you store my personal information?
The treatment is in accordance with current legislation and means that personal data are not retained for a longer period than necessary for the purpose of the treatment. This implies that data will be deleted as they are no longer relevant or necessary for analysis or direct marketing and the purposes for which they have been collected. However, all handling of personal data always ensures high security and confidentiality.

14. What are my rights?
Access
We want to be transparent and transparent about how we treat your personal information. You are entitled to request access to your information provided by us in the form of a so-called registry extract. If you want such information, please submit a written request to us. The request must be submitted by registered mail, and can not be sent by e-mail. If we receive a request for access, we may ask for additional information to ensure what information you want to share and to provide the information to the right person.

Amendment
You are always entitled to request that your personal information be corrected if the information is incorrect. Within the stated purpose, you also have the right to supplement any incomplete personal data.

Limitation and deletion
You are entitled to request the restriction or deletion of personal data we process if the information is no longer necessary for the purposes for which they have been collected or processed. You also have the right to limit or delete personal data if you believe that your personal data has been processed illegally. Please note that we can not delete your personal information if required by any legal team.

Complaint
You are entitled to file complaints to the Data Inspectorate, www.datainspektionen.se.

If you have any questions or concerns our privacy policy, feel free to contact us.
E-mail: customer.support@saddler.com
Tel: +46 (0) 300 154 00
Address: Saddler Scandinavia AB, Kabelgatan 14 Box 10224, 434 23 Kungsbacka, Sweden

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