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PURCHASE OPTIONS & ORDER CANCELLATION POLICY

Purchase Options

Payment Methods Accepted
We accept the following payment methods at checkout:
  • Credit and debit cards (Visa, Mastercard, American Express)
  • PayPal
  • Shop Pay
  • Apple Pay and Google Pay
  • Afterpay
If you need to arrange a bank transfer for a larger order, please email us at keaneequestrian@outlook.com before placing your order.
Order Processing
  • Orders are typically processed within 1–2 business days.
  • You’ll receive an order confirmation email shortly after purchase.
  • You’ll receive a shipping confirmation email with tracking details once your order has been dispatched.

Order Cancellation Policy

We understand mistakes happen—here’s how cancellations work.
Cancellation Window (Standard Orders)
You may request a cancellation within 2 hours of placing your order, provided the order has not been processed or shipped.
If your order has already been processed or dispatched, we may be unable to cancel it. In that case, you can refer to our Returns & Store Credit Policy once the order is delivered (if the item is eligible).
How to Cancel
Email us as soon as possible at keaneequestrian@outlook.com and include:
  • Your full name
  • Your order number
  • “URGENT CANCELLATION” in the subject line

What Can and Can’t Be Cancelled

Orders That Can Be Cancelled
  • Orders placed within the last 2 hours
  • Orders that have not been processed or shipped
Orders That Can’t Be Cancelled
  • Orders that have already been shipped or are in transit
  • Custom/personalised items once production has commenced
  • Special orders from suppliers once confirmed
  • Digital products once delivered (if applicable)

Refunds for Cancelled Orders

If your cancellation request is approved (before processing/shipping), we’ll issue a refund to your original payment method.
Typical refund timing:
  • Card payments: 3–5 business days
  • PayPal: 1–2 business days

Out of Stock Items

If an item becomes unavailable after you’ve placed your order, we will:
  • Contact you within 24 hours
  • Offer a full refund to your original payment method or a suitable alternative

Incorrect Orders (Our Error)

If we’ve made an error (e.g., wrong item sent), please contact us as soon as possible. We’ll:
  • Cover all associated costs
  • Arrange a replacement or provide a full refund where appropriate

Large Orders

For high-value orders, we recommend contacting us promptly if you need changes. If you’ve arranged payment outside of checkout (e.g., bank transfer), refund timelines may vary depending on your bank.

Important Notes

  • Cancellation requests must include your full name and order number.
  • We cannot guarantee cancellations once an order has been processed or dispatched.
  • For international orders, currency conversion rates may affect the refunded amount.
  • This policy applies to purchases made through our online store.

Contact

Email: keaneequestrian@outlook.com
Business hours: Monday to Friday, 9am–2pm (AWST)

OPTIONS AND CANCELLATION POLICY

Purchase Options

Payment Methods Accepted:

  • Credit and debit cards (Visa, Mastercard, American Express)
  • PayPal
  • Shop Pay
  • Apple Pay and Google Pay
  • Bank transfer (for large orders over $500 AUD)

Order Processing:

  • Orders are processed within 1-2 business days
  • You will receive an order confirmation email immediately after purchase
  • A shipping confirmation with tracking details will be sent once your order is dispatched

Order Cancellation Policy

Cancellation Window: You may cancel your order free of chargewithin 2 hours of placing it, provided the order has not yet been processed or shipped.

How to Cancel:

  • Email us immediately at keaneequestrian@outlook.com with your order number
  • Include "URGENT CANCELLATION" in your email subject line

Cancellation Eligibility

Orders That CAN Be Cancelled:

  • Orders placed within the last 2 hours
  • Orders that haven't been processed or shipped
  • Custom orders (within 24 hours, subject to 25% cancellation fee)

Orders That CANNOT Be Cancelled:

  • Orders already shipped or in transit
  • Custom or personalised items that have entered production
  • Special orders from suppliers that have been confirmed
  • Digital products that have been delivered

Refund Process for Cancelled Orders

Automatic Refunds:

  • Full refund to your original payment method
  • Processing time: 3-5 business days for credit cards, 1-2 business days for PayPal

Custom Order Cancellations:

  • 25% cancellation fee applies if cancelled after 24 hours
  • 75% refund to original payment method
  • No refund available once production has commenced

Special Circumstances

Out of Stock Items: If an item becomes unavailable after you've placed your order, we will:

  • Contact you within 24 hours
  • Offer a full refund or suitable alternative
  • No cancellation fees apply

Incorrect Orders (Our Error):

  • Full cancellation and refund available at any time
  • We cover all associated costs
  • Expedited replacement if desired

Large Orders (Over $1,000 AUD)

  • Extended cancellation window of 24 hours
  • May require manager approval for cancellation
  • Bank transfer refunds may take 3-7 business days

Contact Information

For urgent cancellations or questions:

  • Email: keaneequestrian@outlook.com
  • Business Hours: Monday through Friday 9am to 2pm

Important Notes

  • Cancellation requests must include your full name and order number
  • We cannot cancel orders that have already been dispatched
  • For international orders, currency conversion rates may affect refund amounts
  • This policy applies to online purchases only