Shipping and Return Policy
We want you to get the best possible value when you shop with us. That's why when your purchases exceed $70, shipping is on us for all local delivery addresses in Australia. For international orders, you can ship free if your order is over $100. Please note, free shipping is only available on orders less than 3kg and non-remote international addresses (as determined by Horseright). If you are remote or your order is above 3kg, please contact us and we will do what we can to get the most affordable shipping solution for you.
This return policy applies to products purchased from horseright.com.au
CHANGE-OF-MIND RETURNS OVER THE HOLIDAYS
During the period starting on 1 December 2018 and ending on 24 December 2018 we have extended the time you have to return most products if you change your mind. If you purchase a product during this period, you will have until 24 January 2019 to return the product. For example, if you purchase a product on 1 December 2018 you will have 54 calendar days to return the product if you change your mind. Other than the extension of the return period, our change-of-mind policy (see below) continues to apply to returns during this period.
HORSERIGHT CHANGE-OF-MIND POLICY
If you change your mind, you can return most products (see below) within 30 days from the purchase date provided the following conditions are satisfied:
Proof of purchase must accompany the product being returned. You will need to provide a Horseright receipt of purchase or payment provider receipt which includes reference to the item you are returning; and
The product must be unwashed and unworn with the original tags attached and in resalable condition (it must not have been damaged or altered in any way by you).
We do not accept the return of products under our change-of-mind policy that are:
- sale or marked down items;
- water bottles; and
For change-of-mind returns we will choose whether you are given a refund, store credit or an exchange for an equivalent valued item (as determined by Horseright).
IMPORTANT NOTE: Horseright fulfills some products from international suppliers. For purchases which fall into this category, shipping time is outside of our control and can take five weeks. Please contact us within 14 days of your purchase date if you cannot wait for this time.
See the section "HOW TO RETURN YOUR PRODUCT" for more information about how you can return products under our change-of-mind policy.
You have statutory rights under the Australian Consumer Law that are in addition to and are not limited by our change-of-mind policy or by any other return policy, statement or comment we might make. If a consumer guarantee is not met, for example if a product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or to be compensated for any drop in value of the product (if you keep it). If the issue with the product is a minor one, we may choose to offer you a free repair of the product. The consumer guarantees do not apply where, after sale, the product is damaged through misuse or abnormal use.
Further information about the consumer guarantees is provided here:
https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees which includes details about the consumer guarantees; and here:
https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund which includes details about your rights where a consumer guarantee is not met.
To make a claim under the consumer guarantees, you will need to return the item to us and provide proof of purchase. We expect the proof you provide to include some specific reference to the item your claim relates to or the specific amount paid for the item. To make a claim under the consumer guarantees please contact us at email@example.com.
HOW TO RETURN YOUR PRODUCT
See below for further information on how you can return a product under our change-of-mind policy. To return products purchased online under our change-of-mind policy:
- Head to the RETURNS PAGE and fill out the forms within 30 days of the date of purchase. Print the final page which is your return form. Make note of the shipping address on your returns form, this is the address you will send your return to.
- Place your items(s) in the original shipping box/satchel and address the package to the shipping address found on your return form. You must include proof of purchase as required under our change-of-mind policy.
- Take your package to a delivery carrier of your choice for shipping.
- If we offer you a refund, we will process your refund and send you an email when this transaction has taken place. Please note it may take several days for the payment service provider to process any refund.
- If we do not think you are entitled to return the product under our change-of-mind policy, we will let you know by email.
IMPORTANT NOTE: For your return to be considered under our change-of-mind policy you must ship your return within 30 days of purchase.
If you purchased a product using PayPal, and you are offered a refund, the refund will be paid to your PayPal account.
If you purchased a product using Afterpay, and you are offered a refund, the refund will be paid to Afterpay and we will notify Afterpay to have any payment plan cancelled. THE AFTERPAY TERMS AND CONDITIONS apply in relation to the payment and crediting of any refund from Afterpay to your Afterpay account.
If the refund is a partial refund, you remain responsible for paying to Afterpay any remaining amounts on your Afterpay account.