Politique de remboursement
RETURNS & STORE CREDIT POLICY
We want you to love every purchase - so if something isn’t quite right, we’re here to help!
Return Window
You can request a return within 30 days of delivery for eligible items.
Return requests must be submitted within 30 days, and items must be posted back within 7 days of return approval.
Eligible Items
You may return items that are:
-
Unused equestrian equipment in original packaging
-
Clothing and accessories with original tags attached
-
Grooming supplies (unopened)
Non-Returnable Items (Final Sale)
For health, safety, and hygiene reasons, the following items are final sale and cannot be returned:
-
Bits, bridles, and any equipment that has been in contact with horses
-
Used protective equipment (helmets, body protectors, boots that have been worn)
-
Opened feed, supplements, or treats
-
Personalised or custom-made items (e.g., embroidered rugs, custom saddle pads)
-
Intimate apparel (e.g., underwear, base layers)
-
Items marked “Final Sale”
Return Condition Requirements
Returned items must be in original, resalable condition:
-
Unworn and unused
-
Original packaging and tags attached
-
No signs of wear, dirt, odour, or horse hair
-
All accessories, inserts, and documentation included
We reserve the right to refuse returns (or return items back to you) if they do not meet these conditions.
How to Start a Return
To request a return, email **keaneequestrian@outlook.com** within 30 days of delivery and include:
-
Your order number
-
The item(s) you’d like to return
-
The reason for the return
Please don’t send items back without approval, as we may be unable to process them.
Return Shipping Costs
Faulty or Incorrect Items
If your item is faulty, damaged, or incorrect, we’ll provide a prepaid return label at no cost to you.
Change of Mind Returns
For change-of-mind returns, return shipping is the customer’s responsibility. If you’d like, we can provide a prepaid return label and deduct the flat-rate cost from your store credit:
-
$15 AUD (Australia)
-
$25 AUD (International)
Store Credit (Change of Mind Returns)
For approved change-of-mind returns, we issue store credit (not a cash refund) once your return is received and inspected.
Store credit is:
-
Issued via email as a unique discount code
-
Equal to the value of the returned item(s) excluding original shipping fees
-
Non-expiring
-
Not redeemable for cash
-
Not valid with any other discount codes or promotions
If Your Store Credit Isn’t Used in Full
If your order total is less than your store credit amount, we can reissue the remaining balance. Email us and we’ll provide a new code for the unused amount once the original code has been redeemed.
Refunds (Faulty, Damaged, or Incorrect Items Only)
Refunds to the original payment method are provided only when an item is:
-
Faulty
-
Damaged in transit
-
Incorrectly supplied by us
Refunds are processed within 5–7 business days after we receive and inspect the return. International processing times may take 7–14 business days depending on your bank/payment provider.
Exchanges
We’re happy to exchange items for a different size or colour (subject to availability).
To arrange an exchange, email us with your order number and the item you’d like instead. For change-of-mind exchanges, return shipping costs apply. If the replacement item has a different price, you’ll only pay the difference (if applicable).
Defective or Damaged Items
If you receive an item that is defective or damaged, please contact us as soon as possible with photos. We’ll arrange a prepaid return label and offer a replacement or full refund at no cost to you.
International Returns
For international returns, customers are responsible for any customs duties, taxes, or fees that may apply.
Contact
Email: **keaneequestrian@outlook.com**Return Address: P.O Box 2199, Clarkson, WA, 6030
Important Notes
-
This policy applies to purchases made through our online store.
-
Custom orders and special requests are final sale.
-
We reserve the right to refuse returns that do not meet the conditions above.