Horses at Home Returns and Refunds Policy
Horses at Home prides itself on providing quality products and services. All refund rights under NSW State and Australian Commonwealth Laws apply.
1. Change of Mind/Exchanges
If you have changed your mind, or wish to exchange your item for a different size/colour/style, you may return your item(s) to us, at your expense, only under the following conditions:-
We will not refund any original postage where you have changed your mind, and will not accept any responsibility for goods lost in return transit. If you wish to exchange your goods for a different size/colour/style, please complete a new order online. Freight will be charged at the regular rate for the replacement goods.
2. Incorrectly Supplied Items
We have procedures in place to ensure all orders placed are supplied correctly every time. In the event that the product you ordered and paid for is not what you receive, you may return your item(s) for refund or exchange.
3. Faulty Items
Under Australian Consumer Law, you are entitled to a refund or replacement for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair the item only.
Please note that Australian Consumer Law does recognise that the relevent time period to claim on a faulty product varies by the product and its nature, the price paid, and any representations made about the goods. For example, a product that has been designed for short term use could not be deemed faulty if it failed after long term use.
Where an item has been damaged through misuse, tampering or abnormal use, we will not provide a refund, exchange or repair.
4. Factory Seconds
Where an item is sold as a “Factory Second”, we will disclose the nature of the defect at the time of sale. In this case we will not accept any return or exchange due to defect or fault.
Any refunds processed will be via your original method of payment
6. Returns Procedure
To return an item:-