Place and date of delivery
Delivery times will vary between ten (10) working days if the product is in stock and five (5) weeks if the requested product is not available. Note: customizable products might require more time than standard products. We deliver from Monday to Sunday. However, bear in mind that delivery service may not be available during public holidays.
Place of delivery shall be the address provided by the Customer at the time of order placement. Saddlebox will not be responsible of any delivery address mistakes or inaccuracies.
Where possible, we try to delivery all items which you have ordered at the same time. However we reserve the right to split the delivery of your order if a part of your order is delayed or unavailable. In the event we split your order, we will notify you of our intention to do so by sending you an e-mail to the e-mail address provided by you at the time your order was placed. You will not be charged for any additional delivery costs.
Inspection upon delivery
Damages during transit are a common. However, you can do your part to help prevent it and Saddlebox SL will be happy to replace or repair any damaged products during transit if you follow these simple steps and inspect your shipment for damages upon arrival.
NEVER SIGN FOR ANY SHIPPIG DOCUMENT BEFORE YOU INSPECT THE PRODUCTS. You must look at the packages to see if there is any damage. We recommend that you open each piece regardless of what the exterior of the cartons look like since there can be concealed damage. Once the driver leaves it is too late and it becomes your sole responsibility to file a claim.
If the driver will not let you open the pieces then fully inspect the outside of each carton and note any damages to the packaging, no matter how small, on the shipping documents such as the following: "Driver would allow inspection prior to signing. Carton Damaged" or note any obvious damages found, the total number of damaged packages and description of the damage such as “hole in side of box #1” or “Box #2 Crushed on the corner and board with same damage”.
Once the damage is indicated on the delivery note, take photographs of the product's damages and send them to Saddlebox via e-mail (firstname.lastname@example.org) within a period no longer than fourteen (14) days from the receipt of the product. Saddlebox SL will contact the transport company to verify and process a replacement or repair order.
IF YOU DO NOT MAKE NOTE OF DAMAGES ON THE SHIPPING DOCUMENT, IT BECOMES YOUR SOLE RESPONSIBILITY TO FILE THE CLAIMS WITH THE CARRIER. THERE WILL BE NO EXCEPTIONS!
By law you have the right to cancel the purchase of most items within fourteen (14) days without giving any reason. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality.
Please note that you must return each item in the same condition in which you received it. This means that new items must be returned new, unused and complete. Used items must not have any additional signs of use or damage. Products will be inspected upon arrival.
Products found to be damaged, defective or incorrect:
1. Product damaged in shipment
In the event of an accident occurring during the transport service, Transport law should apply and determine the procedure to be followed.
If you receive a product damaged in shipment you must indicate any anomalies on the delivery receipt. In this event, you should contact us immediately. It is important to submit pictures of the damages to us via e-mail (email@example.com). In the event of damages not visible at reception, the client must contact Saddlebox within a period of 24 (24) hours upon receipt of the goods. In this case you may have the option of having the product repaired or replaced at Saddlebox’s discretion.
Once the claim has been processed and the return authorization obtained, the product must be returned in its original packaging.
2. Incorrect product
If you receive an incorrect product please contact our Customer Service via e-mail (firstname.lastname@example.org) and we will solve the problem as soon as possible.
You have the right to return the incorrect product within a period of fourteen (14) days from the date the order is received.
3. Defective product
If you receive a defective product you must contact us via (email@example.com) and may have the option of having the product repaired or replaced at Saddlebox’s discretion.
You have the right to return the defective product within a period of twenty four (24) months according to the statutory warranty.
The following will apply to customized products returns, including products with your own texts, images or special designs (i.e logos, names, etc.)
Place of pick-up
Saddlebox will pick up the products in the shipping address indicated by the customer when placing the order and within seven (7) working days week from returning request. Products shall be properly packaged for shipment to avoid damages during transportation.
Please note that transport may refuse to transport the product if the packing is not suitable to transport.
Saddlebox will bear the cost of sending an item back to us if it’s defective, damaged or incorrect and in many cases. If your return is not the result of a Saddlebox error, you will bear all the costs of sending the item back.
Estimated times of refunds, replacement or repair
Estimated times of refunds (if applicable) will be fourteen (14) working days after reception of the product in our premises.
Estimated times of replacement will vary between ten (10) working days if the product is in stock and five (5) weeks if the requested product is not available.
In case of repair, the Client will be notified of the estimated times which will vary depending on the nature of repairs (minor or mayor).