Refund and Returns Policy

1. Returns

1.1 Return Eligibility

We accept returns of most items within 30 days of delivery. To be eligible for a return, your item must be:

• In the same condition that you received it

• Unused with original tags attached

• In the original packaging

• Accompanied by the original receipt or proof of purchase

1.2 Non-Returnable Items

Certain items cannot be returned for hygiene and safety reasons:

• Custom-fitted saddles and made-to-order equipment

• Used riding gear and apparel

• Personalised or monogrammed items

• Gift cards

• Final sale items (clearly marked at time of purchase)

1.3 Saddlery and Custom Items

Due to the custom nature of equestrian equipment:

• Saddles ordered with specific tree widths or custom fittings may only be returned if unused and in original condition

• Special order items require prior authorization for return

• Custom-made products are final sale unless defective

2. Return Process

2.1 Initiating a Return

To start a return, please contact us at:
Email: returns@equestrianstable.com

You will need to provide:

• Your order number

• The item(s) you wish to return

• Reason for return

2.2 Return Shipping

• Customers are responsible for return shipping costs

• We recommend using a trackable shipping service and purchasing shipping insurance

• Original shipping fees are non-refundable

• Return shipping labels are available for purchase through our returns portal

3. Refunds

3.1 Timing of Refunds

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.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within:

• 7-10 business days for credit card payments

• 3-5 business days for PayPal payments

• 14 business days for bank transfers

3.2 Refund Amount

• Full refund for items returned in original condition

• Partial refund may be issued for items showing signs of use or damage

• Original shipping costs are non-refundable

• Restocking fees may apply to certain custom items (maximum 15%)

3.3 Late or Missing Refunds

If you haven’t received your refund within the specified time frame:

• First, check your bank account again

• Contact your credit card company (processing times may vary)

• Contact your bank (pre-authorization may be required)

• If still unresolved, contact us at accounts@equestrianstable.com

4. Exchanges

4.1 Size/Item Exchanges

We gladly exchange items for a different size or color, subject to availability. The process is:

1. Return the original item following our standard return procedure

2. Place a new order for the desired item

3. Receive refund for returned item once processed

4.2 Defective or Damaged Items

If you receive a defective or damaged item:

• Contact us within 48 hours of delivery

• Provide photos of the damage or defect

• We will arrange for return shipping at our expense

• Choose between replacement (if available) or full refund

5. Saddlery Fitting Guarantee

5.1 Saddle Fit Consultation

We offer professional saddle fitting advice to ensure proper fit. However, we cannot guarantee:

• Individual horse’s tolerance to specific saddle types

• Changes in horse’s shape or condition

• Rider’s personal comfort preferences

5.2 Saddle Return Conditions

Saddles may be returned only if:

• Unused and in original condition

• All protective packaging intact

• No marks on leather or tree

• All tags and documentation included

6. Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded unless faulty. This does not affect your statutory rights.

7. Gifts

If the 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 the refund to the gift giver.

8. Australian Consumer Law

8.1 Consumer Guarantees

Our returns policy is in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

8.2 Statutory Rights

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

9. Contact Information

For questions about returns, refunds, or our policy:

Returns Department:
Email: returns@equestrianstable.com

Hours: Monday-Friday, 9:00 AM – 5:00 PM AEST

 

10. Policy Updates

We may update this refund and returns policy from time to time. The updated version will be indicated by an updated “Last Updated” date at the top of this page.

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This policy is designed specifically for The Equestrian Stable’s equestrian products and services, taking into account the unique nature of saddlery and riding equipment.