Terms Of Sale

  1.  Why these terms of sale are important to you
    • These terms and conditions (the “Terms of Sale”) apply to any order you place with us through this website or by telephone, or at our workshop. Where the way in which you place an order makes a difference we will point this out below.
    • These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. Each time you place an order you will be treated as if you have confirmed your agreement to the whole of these Terms of Sale.
    • Please read these terms carefully before you submit your order to us. Do not place an order with us unless you agree with the whole of these Terms of Sale.
  2. Information about us and how to contact us
    • Who we are. We are Steph Rubbo trading as Steph Rubbo Saddlery and Leather Work a sole trader established in England and Wales. Our address is Studio 12, 4thFloor, 40 Cumberland Road, London N22 7BU.
    • How to contact us. You can contact us by writing to us at enquiries@stephrubbosaddlery.co.uk or at Studio 12, 4thFloor, 40 Cumberland Road, London N22 7BU.
    • How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    • “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
  3. Placing an order
    • Through the website: once you have selected the goods that you wish to purchase follow the online checkout process, which will require you to provide certain information and submit the payment.
    • By phone: based on your visit to our website, or a visit by prior arrangement to our work shop or other business premises (“workshop”) you may then place an order by phone together with providing payment details.
    • At our workshop: you may place an order whilst visiting our workshop and providing payment for the items ordered.
    • Made to Order and Bespoke: Please ensure that you carefully select the specifications and elements of each item that you are ordering before placing your order with us. Most of the products we offer are made to order and / or bespoke, and so by accepting your order we commit to the costs of materials and to making the item ordered to your specification and so once we have accepted your order, you will not be able to cancel that order.
  4. How we will accept your order.
    • Our acceptance of your order will take place when we confirm to you in person that we have accepted it (if you attend our Workshops or stall at an event), or, if you are buying online, when we email you to accept it, (in each case this is the Order Confirmation) at which point a contract will come into existence between you and us on the terms of these Terms of Sale which will include the product description and delivery arrangements detailed in our Order Confirmation. Where you have placed an order through our website this will be after you have submitted a payment through the payment services provider. If we email you an Order Confirmation for an order placed by phone or at our Workshop you become liable to pay any part of the price which we have not already received in cleared funds at the date and time of our Order Confirmation.
    • If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product, (or if you have already submitted a payment, we will arrange for that to be refunded). This might be because the product is out of stock, because we are unable to meet your bespoke requirements; because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
    • Delivery overseas: Our standard delivery arrangements and, where relevant, any delivery charges, are based on mainland UK delivery addresses. We can, of course, arrange delivery to other addresses, but this must always be by prior agreement with us, so that we can confirm delivery arrangements and costs. You will be responsible for all and any customs, taxes or levies in relation to any overseas delivery which we make for you.
  5. Our products
    • Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images, particularly because, as a natural product leather is prone to variation in colour and to natural marks and flaws. Although we have made every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website and in each Order Confirmation are subject to some slight potential variations from the specifications.
    • Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
    • Making sure your measurements are accurate. If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure on our website or by contacting us.
    • Making sure your choice of designs and elements are correct: where we offer a choice of designs, colours, materials, or other accessories and elements you must ensure that you have chosen those you require before submitting your order. If the precise colour/ leather/ thread or other element is important to you, please request a sample before confirming your order and we will happily provide you with a sample.
  6. Your rights to make changes

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible, which may vary according to the change concerned and when you contact us about it. It will generally be possible if you contact us before we have emailed you an Order Confirmation.  If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary because of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see below – Your rights to end the contract).

  1. Our rights to make changes
    • Minor changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements (for instance to use a new material to comply with any legal or regulatory changes;) and to implement minor technical adjustments and improvements to the product (so long as this does not amount to a significant change to the product).
    • More significant changes to the products and these terms. In addition, as the description of particular products that we offer may change from time to time, if the description of an item you wish to order has changed significantly in terms of materials, dimensions or appearance, between the date on which you submit your order and the date upon which we accept it or are due to deliver your order, we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
  2. Providing the Goods or repair services
    • Delivery costs. The costs of delivery will, where relevant be as displayed to you proceed through the online purchase process, or where you order from us by phone we will supply you with these details by phone or by email before you place your order. If we are repairing your goods we will include the delivery costs in our quotation for those repairs.
    • Delivery Dates: in some cases, the estimated delivery date is set out with the details of the item on our website. In other cases, we will provide you with the estimated delivery date as part of the Order Confirmation. Where you are ordering several items the delivery dates may differ, due to the production time, or our need to order materials to meet your order for a particular item. In every case the estimated delivery date is calculated from the date of the Order Confirmation.
    • Repair Services: We offer a repair service, and where you order repair work to be undertaken for you, we will assess the work involved during the process of agreeing that work with you and will provide you with an estimated completion and delivery date when emailing you our Order Confirmation.
    • We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
    • Collection by you. If you have asked to collect goods you have purchased or your goods after we have carried out repairs for you can collect them from our Workshop by prior arrangement (and any date for this collection will be on or after the relevant delivery date but must be arranged with us to ensure that the Workshop is open when you arrive).
    • If you are not at home when any goods are delivered (or repaired goods returned to you). Our practice is to use tracked Royal Mail or delivery services. Therefore if no one is available at your address to take delivery and the products cannot be posted through your letterbox, the Royal Mail or delivery service will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
    • If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 2 will apply.
    • When you become responsible for the goods. You are responsible for goods (or repaired goods) from the time that they are delivered to the address you gave us or you or a carrier or any other person organised by you collect it from us.
    • When you own goods. When you purchase goods from us you will not own them until we have received payment in full. Where we repair your goods, we shall be entitled to retain your goods until you pay us for the repair work in full.
    • What will happen if you do not provide us with necessary information. We may need certain information from you so that we can supply the goods to you, for example your choice of colours or materials, or detailing and other elements. The information we need from you will be required as part of the online ordering process, or if you order by phone or at our Workshop, as part of that process. If for any reason you do not supply the information needed for us to complete your order, we will usually contact you to clarify this before sending you an Order Confirmation, or as soon after that Order Confirmation as possible. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the goods or completing the relevant repairs late or not supplying or completing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
    • Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
      • deal with technical problems or make minor technical changes;
      • update the product to reflect changes in relevant laws and regulatory requirements;
      • make changes to the product as requested by you or notified by us to you (see clause 6 and clause 7).
  1. Consumer rights to end the contract: this clause applies to individuals ordering goods or services from us in their personal capacity, and not as part of their trade, profession, business or craft.
    • You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
      • Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
        • we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 2);
        • we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
        • there is a risk that supply of the products may be significantly delayed because of events outside our control;
        • we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 12 weeks; or
        • you have a legal right to end the contract because of something we have done wrong such as delivering the products late.
  1. Consumer purchases: Exercising your right to change your mind (Consumer Contracts Regulations 2013).
    • For most products bought online, over the phone or by exchange of email you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
Right under the Consumer Contracts Regulations 2013
14 day period to change your mind.
Consumer to pay costs of return.
  • When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
    • any personalised items which you order through our made to order and/ or bespoke ranges;
    • any urgent repair services which you require us to provide to you within 14 days of the Order Confirmation;
    • services, once these have been completed, even if the cancellation period is still running;
    • any products which become mixed inseparably with other items after their delivery.
  • How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
    • Have you bought services (for example, repair services)? If so, you have 14 days after the day we email you our Order Confirmation. Please note that once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind and for the delivery cost of returning the goods to you and the costs we may have incurred purchasing materials for the remainder of the repair works.
    • Have you bought goods which we have in stock when you place your order (rather than personalised goods such as those which are made to order and/ or bespoke). if so you have 14 days after the day you (or someone you nominate) receives the goods, unless:
      • Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
      • Your goods are for regular delivery over a set period. In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.
    • Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract is completed when the product is delivered and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract
  1. How to end the contract with us (including if you have changed your mind)
    • Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
      • Phone or email. Call customer services on +44 7733 320 969 or email us at enquiries@stephrubbosaddlery.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
      • Online. Complete the Cancellation Form on our website.
      • By post. Print off the Cancellation Form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
    • Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at Steph Rubbo Saddlery and Leather Work, Studio 12, 4thFloor, 40 Cumberland Road, London N22 7BU or (if they are not suitable for posting) allow us to collect them from you. Please call email us at enquiries@stephrubbosaddlery.co.uk  or phone us at +44 (0) 7733 320 969 for a return label or to arrange collection.  If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
    • When we will pay the costs of return. We will pay the costs of return:
      • if the products are faulty or misdescribed;
      • if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so because of something we have done wrong; or

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

  • What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery of the item or items concerned.
  • How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
  • Deductions from refunds if you are exercising your right to change your mind (following an online, or phone purchase). If you are exercising your right to change your mind:
    • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we can inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
    • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product for example within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
    • Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
  • When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
    • If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 11.2.
    • In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
  1. Our rights to end the contract
    • We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
      • you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
      • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
      • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
    • You must compensate us if you break the contract. If we end the contract in the situations set out in clause 1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
  2. If there is a problem with the product
    • How to tell us about problems. If you have any questions or complaints about the product, please contact us by email at enquiries@stephrubbosaddlery.co.uk
  3. Summary of your legal rights.
    • Your statutory legal rights are not affected or reduced by this contract.
    • Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. email us at enquiries@stephrubbosaddlery.co.uk for a return label or to arrange collection.
  4. Price and payment
    • Where to find the price for the product. The price of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 3 for what happens if we discover an error in the price of the product you order.
    • VAT: We are not currently VAT registered, but once we become VAT registered we will charge VAT at the applicable rate and this will be detailed in each Order Confirmation and invoice.
    • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your Order Confirmation date is less than our stated price on your Order Confirmation, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
    • When you must pay and how you must pay. We accept payment for online orders via PayPal through the payment section of the order process on the website. We may accept other payment arrangements by prior agreement. The time by which your payment is due for any goods and services will be confirmed on the payment pages of the website or in our quotation or Order Confirmation, and will generally be in advance of us completing your order, and in relation to all personalised goods will be before we commence your order.
    • We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the statutory rate of interest pursuant to Late Payment of Commercial Debts (Interest) Act 1998 from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
    • What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
  5. Our responsibility for loss or damage suffered by you
    • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987
    • We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  6. How we may use your personal information
    • How we will use your personal information. We will use the personal information you provide to us in accordance with our Privacy Policy.
  7. Other important terms
    • We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
    • You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person to end the contract or make any changes to these terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    • Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

(Complete and return this form only if you wish to withdraw from the contract)

To Steph Rubbo Saddlery and Leather Work,

Studio 12, 4thFloor, 40 Cumberland Road, London N22 7BU.

OR by email at



I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*] ……………………………………… (Please insert date),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),


[*] Delete as appropriate

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