Returns & Refund Policy
Returns & Refund Policy
Saddle&Stone
At Saddle&Stone, every piece is crafted exclusively to order using premium materials and carefully assembled by hand. Please review the policy below before placing your order.
Order Cancellations
Orders may be cancelled within 24 hours of purchase.
After this period, orders are considered confirmed and may have already entered production. Once production has begun, orders cannot be cancelled, modified, or refunded.
To request a cancellation within the 24-hour window, please contact us at SaddleAndStoneHelp@gmail.com with your order number.
Made-to-Order Artwork
All Saddle&Stone artwork is produced exclusively to order and is not mass-produced or held as stock inventory.
Because each piece is created specifically for the customer, made-to-order items are non-refundable once production has begun, except in cases where the item arrives damaged or defective.
Damaged or Defective Items
If your artwork arrives damaged or defective, please notify us within 14 days of delivery.
To begin a claim, email SaddleAndStoneHelp@gmail.com with:
- Your order number
- Clear photographs of the artwork
- Clear photographs of the packaging and any damage
Once reviewed, we will arrange a replacement or issue a refund where appropriate.
Claims submitted more than 14 days after confirmed delivery may not be eligible for resolution.
Returns
Due to the made-to-order nature of our products, returns are only accepted for approved damage or defect claims.
If a return is approved, the item must be returned in its original packaging where possible.
Shipping charges are non-refundable unless the return is due to our error.
Refused or Undeliverable Shipments
If an order is refused, unclaimed, or returned due to an incorrect shipping address provided at checkout:
- Original shipping charges are non-refundable
- Return shipping fees and carrier charges may be deducted from any eligible refund
- Made-to-order items are not eligible for refund once production has begun
Colour & Material Variations
We make every effort to display artwork colours and finishes as accurately as possible.
However, slight variations may occur due to screen settings, lighting conditions, printing processes, and the natural characteristics of materials used.
Natural wood grain, texture, and tone variations may also occur between frames due to the organic nature of real wood.
Refund Processing
Approved refunds are processed within 5–7 working days to the original payment method.
Processing times may vary depending on your bank or payment provider.