EU & EEA ORDERS, RETURNS AND WITHDRAWAL POLICY
Effective September 8, 2026
This policy applies to consumer orders placed with Saguaro Show Pads for delivery to the European Union or European Economic Area.
Saguaro Show Pads complies with mandatory consumer rights applicable to qualifying EU and EEA transactions. This policy is intended to preserve Saguaro Show Pads' contractual rights and limitations to the fullest extent permitted by applicable law.
Nothing in this policy excludes or restricts a mandatory consumer right that applicable law does not permit a seller to exclude or restrict.
1. RE-ORDER PRODUCTS ARE MADE TO ORDER
Products identified on the Saguaro Show Pads website as RE-ORDER are made to order.
RE-ORDER products are produced after the customer places an order and are not fulfilled from Saguaro Show Pads' existing in-stock inventory.
The RE-ORDER designation alone does not eliminate a statutory right of withdrawal where applicable law provides such a right.
When a RE-ORDER product is manufactured according to a customer's individual custom size, dimensions, personalization, or other qualifying individual specifications, however, it may constitute goods made to the consumer's specifications within the meaning of Article 2(4) and Article 16(c) of Directive 2011/83/EU.
Qualifying custom-specification RE-ORDER products are subject to Section 2 below.
2. CUSTOM-SIZED AND CUSTOM-SPECIFICATION PADS
CUSTOM-SIZED PADS ARE FINAL SALE TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW.
Article 16(c) of Directive 2011/83/EU provides an exception from the statutory right of withdrawal for goods made to the consumer's specifications or clearly personalized.
For purposes of this policy, a custom-sized pad means a non-prefabricated pad manufactured according to an individual size, dimensions, proportions, configuration, or other qualifying specification selected or requested by the customer.
Where a custom-sized Saguaro Show Pad qualifies as goods made to the consumer's specifications under Article 16(c), the statutory change-of-mind right of withdrawal does not apply.
This includes qualifying custom-sized RE-ORDER pads.
Customers are responsible for reviewing and confirming their requested size, dimensions, colors, configurations, and other specifications before placing an order.
Where the Article 16(c) exception applies, the product cannot be canceled, returned, exchanged, or refunded because of:
• change of mind;
• incorrect size or specification selected by the customer;
• fit preference;
• color preference;
• purchasing error;
• failure or decision not to use the merchandise;
• refusal or failure to accept delivery; or
• any other reason that does not create a mandatory statutory remedy.
The applicability of the Article 16(c) exception is not dependent upon Saguaro Show Pads having physically begun production where applicable law provides that the exception already applies.
This final-sale provision does not eliminate mandatory statutory remedies applicable to defective or nonconforming merchandise.
Legal Basis: Article 2(4) and Article 16(c), Directive 2011/83/EU.
3. STANDARD PRODUCTS AND THE RIGHT OF WITHDRAWAL
Where a product does not qualify for an exception from the statutory right of withdrawal, an eligible consumer has the withdrawal rights provided by applicable EU and national consumer law.
Under Article 9 of Directive 2011/83/EU, the statutory withdrawal period for a qualifying distance sale is generally 14 days.
For a sale of goods, that period generally begins when the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods.
The customer does not need to provide a reason for exercising a valid statutory withdrawal right.
Legal Basis: Article 9, Directive 2011/83/EU.
4. HOW A CUSTOMER MUST EXERCISE A RIGHT OF WITHDRAWAL
Where a statutory right of withdrawal applies, the customer must inform Saguaro Show Pads of the decision to withdraw within the applicable withdrawal period.
Under Article 11 of Directive 2011/83/EU, withdrawal requires an unequivocal statement communicating the customer's decision to withdraw.
The customer bears the burden of proving that the right of withdrawal was exercised within the applicable statutory period.
Where required for an eligible online transaction, Saguaro Show Pads will also provide access to the electronic withdrawal function required by applicable EU law.
Submitting merchandise to a carrier or causing merchandise to be returned does not, standing alone, establish that a statutory right of withdrawal was exercised.
Legal Basis: Articles 11 and 11a, Directive 2011/83/EU, as amended.
5. REFUSED, UNCLAIMED OR UNCOLLECTED INTERNATIONAL SHIPMENTS
Refusing delivery does not, by itself, constitute a valid exercise of the EU statutory right of withdrawal.
Likewise, failing to collect a shipment, failing to retrieve a shipment from a post office or carrier, being unavailable for delivery, failing to respond to a carrier, or otherwise allowing a shipment to be returned to Saguaro Show Pads does not, by itself, constitute an unequivocal statement of withdrawal.
The European Commission's official guidance on Directive 2011/83/EU specifically recognizes that refusing delivery or failing to collect merchandise does not, by itself, constitute a valid expression of withdrawal.
Where a statutory withdrawal right exists, the customer remains responsible for communicating the decision to withdraw as required by applicable law.
The customer bears the burden of proving timely exercise of that right.
Saguaro Show Pads' physical receipt of a refused, unclaimed, abandoned, undeliverable, or otherwise returned package does not, by itself, establish that the customer exercised a right of withdrawal or became entitled to a refund.
Where the customer has no statutory or contractual refund right, the return of merchandise to Saguaro Show Pads does not independently create one.
Saguaro Show Pads may voluntarily offer store credit, reshipment, exchange, or another accommodation where no refund is legally required. Any such accommodation is discretionary and does not constitute an admission of legal liability or create an obligation to provide the same accommodation in another transaction.
Legal Basis: Article 11, Directive 2011/83/EU, and European Commission Guidance on the interpretation and application of Directive 2011/83/EU.
6. ORIGINAL SHIPPING AND DELIVERY CHARGES
Original shipping and delivery charges are nonrefundable except to the extent reimbursement is expressly required by mandatory applicable law.
Once Saguaro Show Pads has shipped an order and incurred the applicable shipping expense, Saguaro Show Pads will not voluntarily refund that shipping expense.
Where an eligible consumer properly exercises a statutory right of withdrawal and Article 13 of Directive 2011/83/EU requires reimbursement of original delivery costs, Saguaro Show Pads will reimburse the delivery costs required by law.
If the customer expressly selected a delivery method more expensive than the least expensive standard delivery method offered by Saguaro Show Pads, Saguaro Show Pads is not required to reimburse the supplementary cost attributable to the more expensive delivery method.
Where a product is lawfully excluded from the statutory right of withdrawal, including a qualifying custom-sized or custom-specification product under Article 16(c), a customer cannot invoke the statutory change-of-mind withdrawal provisions to require reimbursement of outbound shipping associated with a withdrawal right that does not apply.
Nothing in this section eliminates reimbursement obligations that arise independently under mandatory law because of defective or nonconforming merchandise, Saguaro Show Pads' failure to satisfy a mandatory delivery obligation, or another legally protected circumstance.
Legal Basis: Article 13, Directive 2011/83/EU.
7. RETURN SHIPPING COSTS
For an eligible change-of-mind withdrawal, the customer is responsible for the direct cost of returning the merchandise to Saguaro Show Pads, provided Saguaro Show Pads informed the customer of this obligation as required by law.
Saguaro Show Pads does not provide prepaid or complimentary international return shipping for change-of-mind withdrawals unless Saguaro Show Pads expressly agrees otherwise or applicable mandatory law requires Saguaro Show Pads to bear the cost.
The customer should use an appropriate trackable shipping method and retain proof of shipment.
Legal Basis: Article 14(1), Directive 2011/83/EU.
8. RETURN DEADLINE
After communicating a valid statutory withdrawal, the customer must return the merchandise without undue delay.
Under Article 14 of Directive 2011/83/EU, merchandise must generally be sent back no later than 14 days after the customer communicates the decision to withdraw.
The deadline is satisfied when the customer sends the merchandise before that 14-day period expires.
Legal Basis: Article 14(1), Directive 2011/83/EU.
9. REFUNDS FOLLOWING A VALID STATUTORY WITHDRAWAL
Where a customer has properly exercised an applicable statutory right of withdrawal, Saguaro Show Pads will provide the reimbursement required by applicable law.
For sales of goods, Saguaro Show Pads may withhold reimbursement until:
• Saguaro Show Pads receives the merchandise back; or
• the customer provides evidence that the merchandise has been sent back,
whichever occurs first, except where applicable law requires otherwise.
Reimbursement will be made using the method required by applicable law unless another method is lawfully agreed upon.
Nothing in this section creates a refund right for a transaction that is lawfully exempt from the statutory right of withdrawal.
Legal Basis: Article 13, Directive 2011/83/EU.
10. CONDITION OF RETURNED MERCHANDISE
A statutory right to inspect eligible merchandise does not give the customer an unrestricted right to use it.
Under Article 14(2) of Directive 2011/83/EU, a consumer may be liable for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the merchandise.
Saguaro Show Pads reserves the right to inspect returned merchandise and seek or apply any legally permitted amount attributable to diminished value.
For saddle pads and other equestrian merchandise, evidence relevant to diminished value may include:
• horse hair;
• sweat or moisture;
• dirt or debris;
• stains;
• odors;
• cosmetic or grooming products;
• wear or abrasion;
• deformation;
• contamination;
• damage; or
• other evidence of handling or use beyond what was reasonably necessary to inspect the product.
Any assessment of diminished value will be limited to the amount permitted by applicable law.
Legal Basis: Article 14(2), Directive 2011/83/EU.
11. CUSTOMS, DUTIES, TAXES AND IMPORT REQUIREMENTS
International customers are responsible for complying with customs and import requirements applicable in their destination country.
Duties, taxes, customs charges, brokerage fees, import charges, or similar amounts legally imposed upon the customer remain the customer's responsibility unless Saguaro Show Pads expressly states that a particular charge has been collected or assumed by Saguaro Show Pads.
A customer's refusal or failure to pay applicable import charges, communicate with customs or the carrier, provide information required for importation, or collect a shipment does not, by itself, constitute a valid exercise of a statutory right of withdrawal.
Any refund obligation resulting from such circumstances will be determined according to applicable mandatory law and this policy.
12. INCORRECT OR INCOMPLETE SHIPPING INFORMATION
Customers are responsible for providing complete and accurate shipping information.
Receipt by Saguaro Show Pads of merchandise returned because of an incorrect or incomplete address provided by the customer does not, by itself, create a right to a refund.
Where reshipment is available and no contrary mandatory legal obligation applies, the customer is responsible for the additional cost of reshipping the merchandise.
13. DEFECTIVE, DAMAGED, INCORRECT OR NONCONFORMING GOODS
The change-of-mind restrictions in this policy do not eliminate mandatory statutory remedies applicable to defective or nonconforming merchandise.
Customers who believe merchandise is defective, damaged, incorrect, or otherwise nonconforming should contact Saguaro Show Pads and identify the order and claimed problem.
Saguaro Show Pads may reasonably request photographs, descriptions, or other information necessary to evaluate the claim, provided doing so does not improperly restrict a mandatory consumer right.
Where mandatory consumer law requires a particular remedy, Saguaro Show Pads will provide that remedy.
A custom-sized or otherwise final-sale designation does not eliminate mandatory remedies for legally defective or nonconforming merchandise.
14. VOLUNTARY STORE CREDIT, RESHIPMENT OR OTHER ACCOMMODATION
Where Saguaro Show Pads is not legally required to provide a refund, Saguaro Show Pads may choose to offer:
• store credit;
• exchange;
• reshipment; or
• another accommodation.
Such an accommodation is voluntary.
Providing a voluntary accommodation does not constitute an admission that a refund or other remedy was legally required. It does not waive Saguaro Show Pads' rights under this policy and does not establish a right to the same accommodation for another customer or transaction.
15. PRE-PURCHASE DISCLOSURE
Before an eligible consumer becomes bound by a distance contract, Saguaro Show Pads will provide the consumer information required by applicable law concerning the right of withdrawal, the conditions and procedures for exercising that right, applicable exceptions, and responsibility for return costs.
Where a product qualifies for an exception to the statutory right of withdrawal, including qualifying goods made to the consumer's specifications, Saguaro Show Pads will provide notice of the absence of that withdrawal right as required by applicable law.
Failure by a seller to properly provide required withdrawal information can affect the statutory withdrawal period. For that reason, these terms are intended to form part of the information presented to the customer before purchase.
Legal Basis: Articles 6 and 10, Directive 2011/83/EU.
16. ELECTRONIC WITHDRAWAL FUNCTION
For online contracts for which a statutory right of withdrawal exists and where applicable law requires it, Saguaro Show Pads will maintain an easily accessible electronic withdrawal function during the applicable withdrawal period.
The electronic withdrawal process will permit the customer to identify the customer and applicable contract and submit the withdrawal electronically. Saguaro Show Pads will provide the legally required electronic acknowledgment following submission.
This provision applies only where a statutory withdrawal right exists. It does not create a withdrawal right for goods that are lawfully exempt from that right.
Legal Basis: Article 11a of Directive 2011/83/EU, as inserted by Directive (EU) 2023/2673.
17. MANDATORY LAW AND SEVERABILITY
This policy applies to the fullest extent permitted by applicable law.
If any provision of this policy conflicts with a mandatory consumer protection that cannot lawfully be excluded or restricted, that mandatory provision will control only to the extent of the conflict.
The remaining provisions of this policy will continue to apply to the fullest extent permitted by law.
Nothing in this policy should be interpreted as voluntarily granting a contractual return, refund, cancellation, or withdrawal right beyond the rights expressly stated in this policy or required by applicable mandatory law.
LEGAL BASIS
This policy is based principally upon Directive 2011/83/EU on consumer rights, including Articles 2, 6, 9, 10, 11, 13, 14 and 16, together with applicable national legislation implementing the Directive.
The electronic withdrawal provisions reflect Directive (EU) 2023/2673, including the addition of Article 11a to Directive 2011/83/EU.
Official EU legislation:
Directive 2011/83/EU on consumer rights.
Directive (EU) 2023/2673 amending Directive 2011/83/EU.
This policy must also be read subject to mandatory national consumer laws applicable to the particular transaction.