Service Policy

1. What we can explain

Service at THE EQUINE MARKET LTD, company number 15647127, covers clear construction information, format selection and order review for saddle pads and halters. We explain the catalogue details available to us. We do not claim that a breed name or a photograph proves an individual fit. Saddle discomfort may need an assessment by someone qualified to fit that saddle and horse. We do not provide that assessment from the registered office.

• Pad outline, quilting or felt construction, girth-loop position and the spine channel.
• Halter material, the selected head format and the fastenings described on the product page.
• Care that matches the stated material, after you describe what you have already tried.
• The status of a request or a confirmed order, when you quote the reference.

Halter material does not establish a breakaway action. Supervised handling is the stated use. These halters are not for unattended turnout. The Wales address is not a walk-in counter.

2. Before you send a request

Ask about uncertain fastening, care or format information before you place the request. The Size Guide and Fit & Care pages list the comparisons to make. A useful message includes:

1. Your name and an email address we can reply to.
2. The product name and the format you are considering.
3. The saddle type or the head measurements you have, if the question is about fit.
4. The request reference, if one already exists.

We review availability, quantity, the selected option and domestic UK fulfilment. A request reference records receipt. It is not a stock reservation and not acceptance. We write to the details you supply, so check the email address and the delivery information. No fixed support-response time or dispatch deadline is promised unless we confirm one for that order.

3. Changes and substitutions

A website error, an unavailable format or a changed proposal is explained before we proceed. An alternative item needs your agreement. We do not substitute automatically. Prices stay in pounds sterling and payment follows the Payment Policy.

4. Aftercare and complaints

Contact [email protected] or write to Gelli Farm Gelli Farm Lane, Crumlin, Newport, Wales NP11 3AZ. For care, describe the material, the cleaning already attempted and what you see. Do not keep using equipment that is visibly damaged while you wait for advice.

A complaint should explain the resolution you want and include the order details. Do not include card information. We consider the concern alongside the Payment Policy, the Shipping Policy and the Returns Policy. Service arrangements do not limit statutory cancellation or faulty-goods rights. We explain any next step needed to assess the issue.

5. What this service does not include

• Saddle fitting, veterinary advice or a claim that a pad treats discomfort.
• Approval of unattended turnout, or a claim that a halter will release under load.
• Collection from the registered office unless we have agreed the place and time.
• Taking card details through the contact form.