Items may be returned to Supreme Horseware within 21 days of product receipt (for international orders within 30 days), at the purchaser’s expense, be in perfect unused/unopened condition and accompanied with original purchase receipt. If 21 days have gone by since your purchase unfortunately, we can’t offer you a refund or exchange.
Refunds: We do not offer refunds for change of mind, incorrect sizing and wrong item. If you receive a product with manufacturing fault, this will be closely revised before we can provide a full refund.
Exchanges: Please include in your “Product Return” email what size you would like to exchange it for. We will then advise you on what to do next.
Returns of sale items: Unfortunately, sale items cannot be refunded or exchange, unless faulty.
Returns Process: Please email us at firstname.lastname@example.org using “Product Return” and “Order Number” as the subject title, express your reasons for wishing to return your purchase and we will assist you with the returns process, and provide you with a returns address.
We recommend that you retain your proof of postage and package the returning items carefully as you are fully responsible for the arrival and condition of returning goods until received by us.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your goods have been received by us and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of approval or rejection of your refund. If approved, then a refund will be issued to you in the same payment method as your original purchase, within a certain amount of days. Refunds are issued to product value only, not original shipping costs.
For safety and hygiene reasons we are unable to accept the return of items that have been in contact with a horse/person and are therefore in a ‘used’ condition. Unless there is a fault with them.
We aim to dispatch your order within 48 hours of receiving it. During peak shopping periods (such as Christmas or large sales), you may need to allow up to 3 business days for the processing and dispatch of your order; however, this is very rare.
Shipping will be calculated at checkout. Price is dependent on area and is calculated when you are in your checkout (Before you go through with purchase), so you know what the charges are.
We deliver to all PO BOX, businesses and Street addresses.
We do not offer free postage unless stated.
Express Shipping on items is available and can be quoted for you at time of order.
Please ensure that the shipping address you provide is complete and accurate. We cannot take any responsibility for incorrect entry of address details. The customer is liable for any additional shipping costs incurred by us due to incorrect address details provided.
Delivery Options: We offer you a range of delivery options for your products. Our delivery options are:
- Australia Post – We have found this gets to you faster
- Australia Post for International Parcels
- Overnight or Express Australia post can be arranged if you need something urgently.
Standard Post (3-5 Days – WA 5-9 Days)
Express Post (1-3 Days – WA 5-7 Days)
Additional Services: If you require additional services to the standard services provided by Australia Post such as insurance or a signature on delivery, you will need to advise us in the ‘comments’ field of your order. Costs for these additional services will be invoiced to you with your order.
Tracking Numbers: If you require a tracking number please add this to your notes, tracking can be viewed at www.auspost.com.au
International customers please note that ‘AIRMAIL’ we will also issue you with a shipping or tracking number.
Responsibility: Once the goods have been accepted for delivery by Australia Post, we cannot be responsible for the delivery.
Events beyond our control: We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control this includes any act, event, non- happening, omission or accident beyond our reasonable control and includes but is not limited to:
- Strikes or other industrial action.
- Civil commotion, terrorism or threat of, war or threat or preparation for.
- Fire, explosion, adverse weather conditions, subsidence, epidemic or other natural disaster.
- Disruption to supplies or delivery methods.
- Acts of government or regulatory bodies.
- Disruption to public or private telecommunications networks.
Customs and border control: Occasionally, parcels going overseas may be delayed at customs control when entering your country. This is beyond our control and we cannot be responsible for the late arrival of parcels detained in this way.