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Customer service

If you have any questions or concerns, please do not hesitate to contact our customer service.

Contact

Please contact us by email or phone.

Telephone opening hours: Monday-Friday, 10.00-12.00 & 13.00-14.00 (GMT+1)
PHONE: +46 (0) 300-154 00

General Terms and Conditions 2023:1

General information

These General Terms and Conditions (hereinafter \"the Terms and Conditions\") apply to all orders that a customer (hereinafter “you”) places with Saddler Scandinavia AB, org. no. 556596–7758 (hereinafter “Saddler”, “us” or “we”).

When you use our website saddler.se or saddler.com, respectively (hereinafter “the website” or “the shop”) to view our range, place an order or seek information about us, you approve the application of the Terms and Conditions. It is therefore important that your read them carefully, so that you understand the rights and obligations applying to us and to you.

We reserve the right to change the Terms and Conditions as required, without notifying you beforehand. However, we will always use the version of the Terms and Conditions that applied at the time when you made a certain order for that order, unless the change of the Terms and Conditions is caused by new or amended legislation.

Orders

We do not accept orders from persons under the age of 18 years or who are under guardianship or trusteeship. We only deliver to physical delivery addresses, not to box addresses or business addresses. We currently deliver to Austria, Belgium, Bulgaria, Croatia, The Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Norway, Poland, Portugal, Rumania, Slovakia, Slovenia, Spain and Sweden. We reserve the right to refuse an order.

When you place an order on the website, you will have to provide certain personal information. It is your own responsibility that the information indicated is correct and complete. Information about Saddler's processing of your personal information is found in our Integrity policy. See our cookie policy for information about our use of cookies.
When you have finalized your order, we will send an order confirmation to your email address. The confirmation includes all information about products, price, invoicing and delivery address. In case of errors in the order confirmation, you should contact us immediately via email to customer.support@saddler.com. It is your responsibility that the email address that you indicate is correct and to notify us if it is changed.
If for some reason we cannot deliver the item(s) ordered by you, we will notify you of this as soon as we can. In this case, you decide whether you will accept a new time of delivery or, if your order is not complete, wish to cancel the purchase. We will not charge you for this, but will cancel the order before delivery. If we do not receive a reply within 48 hours, we will ship the items ordered that are in stock.
If you have already paid for items that we cannot deliver, we will refund the part of the amount relating to the items that we cannot deliver, using the same payment method that you used when you placed your order. If this is not possible, we will contact you to solve the refund issue in another manner.

Product information and stock

We reserve the right for any printing errors on this website, stock balance errors and final sale of products. We do not guarantee that the images reflect the exact appearance of the products, as a certain colour difference may occur depending on the screen, photo quality and resolution. However, we always aim to present the products as correctly as possible. The measures indicated for the products should be viewed as approximate values that may vary somewhat. The measures should not be regarded as a guarantee of the actual measures of the product.

Our aim is always that the products shown on the website should be available for delivery, but we cannot guarantee that it will always be the case. Moreover, we reserve the right to discontinue the sale of a certain item at any time and without any further notice.

Prices and payment

All prices in the shop are indicated in the chosen currency including VAT (currently 25%) and any customs duties, but excluding shipping. We reserve the right for any price changes due to price changes from suppliers, printing errors in the price list as well as errors in prices due to incorrect information and reserve the right to adjust the price. In case of price reductions, sale or similar offers, the prices indicated apply while stocks last. Any discounts apply to a specific purchase, and they cannot be used for returns, exchanges, complaints or future orders.

Payment takes place through Klarna Checkout with flexible, optional payment methods. For more information about Klarna's services or related questions, we refer to klarna.com or Klarna's customer service.

We reserve the right to transfer or pledge payment claims for deliveries carried out to a third party. If that happens, you will be notified.

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

Countries we deliver to

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Delivery and shipping

Christmas delivery:

Last order date for guaranteed Christmas delivery: Monday 18th December.
Our normal delivery times are:
Sweden: 1–3 non-holiday weekdays (PostNord, agent or delivery note*)
Other Nordic countries: 4–6 non-holiday weekdays (Bring)
Rest of Europe: 3–5 non-holiday weekdays (DHL, home delivery**)

*Delivery note, the package is distributed to your mailbox. If there is no room in the mailbox, the package will be delivered at your door or in a bag that is hung outside your mailbox. You will be notified when the delivery has been made.
**Packages to Estonia, Latvia and Lithuania will only be delivered to the nearest DHL service point.

Deliveries in Sweden (shipping by PostNord) must be picked up at the agent within seven (7) days, otherwise the package will be returned.

As per 1 October 2022, packages delivered by Bring (other Nordic countries) to a pick-up point, i.e. package agent and package box, must be picked up from the agent within seven (7) days, otherwise the package will be returned.

Please note that delivery method is not optional currently.

We always aim to deliver within the times stated above, but a delivery may be delayed due to circumstances beyond our control. In case of any delays of delivery (for which we have not notified you of prolonged delivery time), please contact us at: customer.support@saddler.com. If the delivery time exceeds 30 days, you are entitled to cancel your purchase.

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

Any defects should be reported immediately once they are discovered.
We always offer free shipping in all Nordic countries (Sweden, Denmark, Norway and Finland). For other countries, a standard shipping charge of 8 EUR usually applies. The shipping charge is clearly stated during the order process before you finalize the order. If we cannot deliver all items ordered by you simultaneously, we will charge no further shipping costs for subsequent deliveries of the same order as the first delivery.

If an item has been damaged during transport, please report this immediately at the pick-up point. If you pick up the items in a shop, you can report any damage to the shop staff.

Unclaimed packages

We debit a charge for unclaimed packages. The charge covers a part of the costs related to processing, packing, packaging and return processing at the stock facilities.

Charges of an unclaimed package:
Sweden: 200 SEK
Norway: 200 NOK
Denmark: 200 DKK
Finland and other countries: 20 €

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Right of cancellation and return

Extended holiday return policy

Saddler.com has extended the return policy until 7th January, 2024.
Purchases made between November 13 and December 18 are eligible for return until 7th January, 2024.
For purchase of items on the website, you as a customer has a legal right of cancellation of 14 days from your receipt of your order.

How to exercise your right of cancellation
Indicate the items that you wish to return in the return form. Subsequently put the card stating the products in the return package. Place the items carefully in the Saddler box and attach the return shipping label on the outside of the package, please remember to remove the original label properly
Hand in the return package at the nearest postal agent. Always ask for a submission receipt.

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

You pay return shipping charges. We debit the following charges:

Sweden: 0 kr
Norway: 69 NOK
Denmark: 39 DKK
Finland: 5 EUR
Other countries: 8 EUR

When your return package is processed, you will receive a confirmation (via Klarna) and refund/crediting of your purchase takes place within 14 days. We reserve the right to deduct an amount corresponding to the value reduction compared with the original value of the product due to use or damage of the product.

If you prefer to use the cancellation form of the Swedish Consumer Agency, you will find it below. It also includes information about the right of cancellation.

Exchange of purchased items

If you wish to exchange an item, you return it according to the instructions above and subsequently place a new order in the shop.

Complaints and claims

We inspect all products before they are sent to our customers. But if the product is damaged or has been incorrectly handled when it arrives, we undertake to rectify the fault in accordance with applicable consumer legislation free of charge. However, you will have to report the fault to us within reasonable time after you should have noted it (complaint).

How to file a complaint

Any faults and defects should always be reported to customer.support@saddler.comindicating your name, address, email address, order number and a description of the fault.

If we do not succeed in rectifying the fault or delivering a similar product, we will make a refund for the defective product in accordance with applicable consumer legislation. We will pay for return shipping for approved complaints.

We reserve the right to refuse a complaint if the product turns out not to be defective in accordance with applicable consumer legislation. Our assessment of complaints follow the legal practice and guidelines from the National Board for Consumer Disputes (”ARN”)
If we cannot reach agreement on a complaint, you can contact ARN directly on www.arn.se, postal address ”Allmänna reklamationsnämnden, Box 174 101 23 Stockholm”. Saddler will participate in any alternative dispute process and complies with ARN's recommendations. You can also submit your complaint to the ODR platform, which is the EU's platform for online dispute resolution. Through the platform, consumers and businesses can seek to solve a complaint themselves or reach agreement on an alternative dispute resolution agency for submission of the complaint. The platform is free of charge and is available in all official EU languages. You find the ODR platform.

Intellectual property rights

All intellectual property rights, for example trademarks and copyrights, on the website belong to Saddler or, if relevant, their licensors. Use of our website and its content, fully or partly, must only be for your own personal and non-commercial use. Therefore images, texts and other content may not, neither fully nor partly, be copied and used for other purposes without our prior written consent.

Company information

Saddler Scandinavia AB is a Swedish limited liability company based in Kungsbacka.
Office address: Kabelgatan 14, 434 37 Kungsbacka
Postal address: Box 10224, 434 23 Kungsbacka
Org. no. 556596–7758
VAT number: SE556596775801
Phone: +46-300 154 00

Saddler Scandinavia AB is a Swedish limited liability company based in Kungsbacka.

Office address: Kabelgatan 14, 434 37 Kungsbacka

Postal address: Box 10224, 434 23 Kungsbacka

Org. no. 556596–7758

VAT number: SE556596775801


Phone: +46-300 154 00


Are you a private customer? Please contact: online.support@saddler.com


Are you a business or a retailer? Please contact: customer.support@saddler.com