PODIUM
F.A.Q.
All you want to know and you have the right to ask.
How does the saddle tree warranty work?
Tree Warranty
The tree of your saddle is covered by a lifetime warranty.
The aging process of PE plastic is a natural and gradual phenomenon influenced by various environmental and chemical factors. Over the years, a reduction in the material’s mechanical properties is unavoidable and may lead to cracking.
For this reason, we provide a lifetime warranty on the tree of our saddles.
Any cracking of the tree does not pose a risk to either the horse or the rider; however, the tree must be replaced.
What to do in case of cracking
1) Fully interchangeable saddle
If your saddle model is fully interchangeable, you can disassemble it and send photos of the crack, specifying the size of your tree, to the following email address: assistenza@sellepodium.com.
You will only be charged for the shipping costs of the new tree.
The old tree can be disposed of with plastic waste: PE is a fully recyclable material.
2) Sending the complete saddle (upon request)
If you prefer not to disassemble the saddle yourself, you may send us the complete saddle. We will replace the tree for you.
In this case, the following costs will apply:
- €50 for labor
- Shipping costs
You may also take advantage of our maintenance service: we will carry out a general inspection of the saddle and send you a quotation for any recommended work. You are free to accept or decline it.
3) Models that cannot be fully disassembled
If you own a saddle model that cannot be completely disassembled (some parts can only be removed by our saddler), the entire saddle must be sent to us.
We will replace the tree and reassemble the saddle afterward.
The costs will be:
- €50 for workmanship and labor
- Shipping costs
How can purchased products be paid for?
You may choose the payment method that is most convenient for you after receiving the second order confirmation, which will include the shipping costs. Shipping costs vary depending on the destination and the size of the package.
Two payment options are available:
- Bank transfer: the bank details will be provided once this option is selected. If you wish, you may send us proof of payment by email at ordini@sellepodium.it.
- Credit card (via PayPal): payment can be made to the following address: info@sellepodium.com.
By choosing this option, you will receive a link to the PayPal website through which you can complete the payment for your order.
Payments made via PayPal are processed directly by the PayPal platform.
What should I do after placing the order?
After placing your order, you will receive a second confirmation including the shipping costs, calculated according to the courier’s rates based on the destination and the size of the package, as well as the estimated delivery times.
Please note that shipping costs, determined according to the products purchased, include a fixed minimum charge and may therefore have a greater impact on orders of lower value.
How are the goods being shipped?
Shipments are made via DHL Economy Select. Delivery times depend exclusively on the courier and may vary; generally, they do not exceed one working week.
It is possible to request additional insurance against damage or loss. In this case, please contact us before shipment: we will provide you with the relevant quotation.
Is it possible to cancel an order that has already been paid for?
Have you completed the payment but realized you made a mistake? No problem: you can write to us within 24 hours at ordini@sellepodium.com to request a cancellation. In this case, you will be refunded minus any applicable bank charges. Please remember to include your bank details in your message. If the payment was made via PayPal, the refund will be issued directly to your PayPal account.
If, after receiving the order confirmation but before making the payment, you notice an error or simply change your mind, please inform us as soon as possible.
Orders are processed only after payment has been received. If payment is not completed within one week, the order will be automatically cancelled.
Product Warranty and Conformity
All our products correspond exactly to what is published on our website. Photographs are for illustrative purposes only and may show slight differences in color.
Your consumer rights are protected by the European warranty regulations, as explained on the following official information page:
Should you notice any discrepancies, please report them promptly via our dedicated email address: assistenza@sellepodium.com.
Returns and Exchanges
Returned items must not have been used, washed, or treated in any way. They must be returned in the same condition in which they were received, complete with the original packaging or suitable protective packaging.
All labels attached to the products, whether sewn-in or hanging tags, must be intact and not removed.
Right of Withdrawal
Pursuant to Italian Legislative Decree 206/2005 (Consumer Code), the customer has the right to withdraw from the purchase contract, without providing any reason, within 14 calendar days from the date of receipt of the products.
To exercise the right of withdrawal, an explicit communication must be sent within the above-mentioned period to the following email address: assistenza@sellepodium.com.
In the event of withdrawal, the customer must return the products within 14 days from the communication, intact, unused, and complete with the original packaging or suitable protective packaging.
The refund will be issued within 14 days from the withdrawal notice, using the same payment method used for the purchase, unless otherwise agreed. The seller reserves the right to withhold the refund until the goods have been received.
The costs of returning the products are borne by the customer, unless otherwise specified or in the case of defective or non-conforming products.
Exclusions from the Right of Withdrawal
The right of withdrawal does not apply in the following cases:
- Returns from Switzerland and other non-EU countries are not accepted.
- Returns or exchanges of saddles are not accepted.
- Returns of customized items are not accepted.
- Returns or exchanges of sale and/or discounted items are not accepted.
What should I do if the package arrives damaged?
We believe we have chosen the best possible service to deliver your order to the specified address, packaging it with the utmost care; however, unforeseen issues may still occur during transport.
Although any damage occurring during shipment is also covered by our comprehensive warranty, we kindly ask for your cooperation: if the package arrives visibly damaged, please take a few photographs and refuse delivery.
This will allow us to initiate a claim procedure with the courier and help us continuously improve our service.
Shipping and Customer Support
You will receive a confirmation email as soon as the package has been shipped. We monitor the status of all shipments daily to ensure that delivery takes place smoothly.
For any clarification, you can always contact our customer support service through the Contact page.
We are available from 9:00 a.m. to 1:00 p.m., Monday through Friday.
What do you do with your customers’ data?
Processing of Personal Data
Pursuant to EU Regulation 2016/679 (GDPR), the personal data you provide will be processed exclusively for purposes related to the execution of the sales contract and the management of your order.
In particular, the data will be used for:
- managing orders and administrative/accounting activities;
- processing shipments and preparing shipping documents;
- fulfilling legal obligations, including tax and accounting requirements;
- communications strictly necessary for the execution of the order.
Your data will not be sold, transferred, or used for marketing purposes, profiling, or unsolicited commercial communications in any way.
Data processing is carried out in compliance with the principles of lawfulness, fairness, transparency, and data minimization.
Data Subject Rights
As a data subject, pursuant to Articles 15 and following of the GDPR, you have the right to:
- access your personal data;
- request its rectification or deletion;
- restrict its processing;
- object to processing in the cases provided for by law;
- request data portability, where applicable;
- lodge a complaint with the competent Data Protection Authority.
Requests may be submitted at any time.
Data Controller
The data controller is:
AR.TE.EQ.
Via del Ramarro, 24 – 00134 Rome (Italy)
