Our refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Refund Policy. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
In order for us to complete your return, we require a receipt or proof of purchase!
Further, for us to complete a refund of store credit, the product must first be received back at our Lowood Warehouse
4 Kleinhans Court, Lowood, QLD, 4311
Please note that postage fees will not be refunded. These fees are charged to us by our courier and are for one way transport of the goods. Postage back to the warehouse for returns is at the buyers expense.
The postage is at the buyers expense and is charged in addition to the cost of your rugs at the point of checkout.
Calculated amount for postage, is a flat rate and varies based on the products ordered, and the state the parcel is being delivered to.
Upon request, all customers can request tracking numbers and parcel information by emailing us at firstname.lastname@example.org
Lost, Damaged or missing parcels are the responsibility of the purchaser of the rugs. Once the order is in the capable hands of our shipping agent, Australia post, our sale is completed. If your parcel has not been delivered, is damaged or there are issues with the delivery of your parcel, the responsibility is in the hands of the receiver of the parcel. We will happily provide all parcel details including tracking and transaction IDs but we cannot contact Australia post on your behalf as the inquiry is between the parcel receiver and Australia post.
There are certain situations where only partial refunds are granted. (if applicable).
These include, but are not limited to, any item not in its original condition, is damaged or missing parts for reasons not due to our error.
And also if any item that is returned more than 30 days after delivery.
REFUNDS. (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
After you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS. (if applicable)
Before you call us, please check your bank account again to see if the refund has appeared.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next step is to contact your bank. Keep in mind that there is often some processing time before a refund is posted.
Only then, If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
SALE ITEMS. (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless a fault is present. (A rug simply not fitting your horse is not a fault in manufacturing.)
If you receive your order and have inspected it before use and you find a fault, please email us to organise a replacement or a refund.
Sizing issues including rugs that are too big or too small is not a fault in manufacturing.
Faults include issues relating to the manufacturing process such as a buckle or strap missing entirely from a rug. These are human error and we have no problems in getting this sorted for you.
Please be aware that faults DO NOT include broken buckles, rips or tears, busted stitching etc unless they are broken, torn, damaged before the rug has been used. (Please see acceptance of product to define ‘Used’). Due to the unpredictable nature and size of horses no warranty if offered on any rugs so it is imperative that you inspect your product before use.
FAULTS BY DAMAGE.
- torn from slipping.
- incorrect sizing.
- incorrect fitting on leg and chest straps.
- ill fitting rug etc – the list of possibilities is endless!
Once used, the product has been accepted as is and in good working order and will be deemed fit for purpose under Australian Consumer Law.
All faults must be identified before the product is deemed as used. Given that horses are large animals and can weigh in excess of 500kg, they can and will break items. This does not mean your product is faulty or has been made to a lesser standard. At some point all rugs will give whether they’re a $50 product or a $500 product. This is for safety reasons so that if your beloved steed catches themselves in a pickle and caught up in a fence or tree. The rug will give, allowing them to be freed from danger rather then caught up and unable to feed and water which becomes a welfare issue.
ACCEPTANCE OF PRODUCTS ONCE USED
If the product is used for more then a brief try on, (similar to trying on clothes at store in the dressing room). The product will be deemed as ‘used’ and non-refundable. We recommend closely inspecting the product before leaving the product in use for any possible faults. Once the product is ‘used’ you have accepted the product as is and in good working order and are no longer eligible for a return or refund.
EXCHANGES (if applicable)
We only replace items if they are defective or damaged and in unused condition.
If you have inspected the product prior to use:
- And feel there is a fault
- And need to exchange it for the same item.
Please send us an email at firstname.lastname@example.org
We will assist you in remedying the situation. In this case send your item to: 4 Kleinhans Court, Lowood Queensland AU 4311.
EMBROIDERED PRODUCTS (If Applicable)
When it comes to requesting embroidery, please ensure when ordering, that you double check that you have the correct spelling, colour, size and the font information selected!
Embroidered items are non-refundable as they are a customised, and altered product that can not be resold. If you supply the wrong spelling in your order, it will end up on the item so Please ensure you check your order is correct before checking out.
If there has been a mistake with your embroidery, please send us an email at email@example.com so we can get this fixed for you.
As with all products, please thoroughly check the item is in good working order before proceeding to use the item. Once the Item is used you have accepted that the product is of good working order and free of fault. If you feel the item has a fault before using, Please don’t hesitate to contact us at firstname.lastname@example.org to discuss this.
In the event that an item was marked as a gift when purchased and shipped directly to you. You’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
- If the item wasn’t marked as a gift when purchased.
- Or the gift giver had the order shipped to themselves to give to you later.
We will send a refund to the gift giver and he/she will find out about your return.
To return your product, you should mail your product to: 4 Kleinhans Court, Lowood Queensland AU 4311
You will be responsible for paying for your own shipping costs for returning your item. The shipping costs are non-refundable and if you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
For your own benefit, if you are shipping an item over $75, you should consider using a traceable shipping service. Or perhaps, you should purchase a form of shipping insurance. We cant always guarantee that we will receive your returned item.
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