Refund policy
We comply with the Consumer Guarantees Act at all times.
If you have any issues after purchase, please let us know asap. If there is an issue with shipping or delivery, please click HERE.
If something doesn't fit that was purchased online (this includes in-stock and pre-order items with the exception of pre-order bits, certain sizes of covers and final sale items), we are happy for you to return it subject to the terms below. If there is another suitable size available, we can exchange it or provide store credit but we don't do refunds for 'change of mind' on purchases.
We can do refunds for the following online purchases if they don't fit or are not suitable (Please also note the refund terms highlighted in red lower down):
- Saddles, long-riding boots and show jackets: We are happy to refund if they don't fit as long as they are returned in the same condition you received them in and we are notified within 7 days of receipt. (Tags must still be attached to new products)
- Pre-loved bits. Note that they will incur a $15 'trial and cleaning fee' if a refund is required.
The following applies to all online purchases:
- Please let us know within 7 days of delivery if there is a size, suitability or incorrect product issue. We don’t accept returns if it has been longer than this.
- If we agree on the return, please send it back within 7 days.
- New items cannot be returned unless they are unused, still in perfect, new condition and in their original packaging.
- If your order is a birthday / Xmas gift, please thoroughly check it when you receive it. If you need a bit longer than 7 days to determine if it fits, please get in touch when you purchase it to arrange for more time. Please let us know by 15 Jan if there are any size or suitability issues with Christmas gifts.
- Please check your order thoroughly when you receive it. If you have inadvertently received the incorrect product and still proceed to use it, it cannot be returned.
New Bombers and PE Bits:
Pre-ordered bits can only be exchanged if they are a size and type we typically keep in stock. For more details click HERE
Some mouthpieces of bits are not suitable for horses that chew - no guarantee is offered on wear and tear of these materials from being chewed: • Cable • Leather• Flexible Tubing • Bomber Blue • Rubber
Covers:
The 2 biggest sizes (NZ 5'9 / UK 7ft and NZ 6ft / UK 7'3) and the 2 smallest sizes (NZ 3'9 / UK 5ft and NZ 4ft / UK 5'3) of covers cannot be returned if they have been pre-ordered for you if they don’t fit as these are not sizes we typically keep in stock.
Sale / Clearance items:
Items from our end of range / sale / clearance section cannot be returned for size or suitability reasons (apart from any manufacturing faults or issues)
If you have changed your mind or inadvertently purchased the wrong item, we are happy to exchange it for you or provide store credit if a suitable exchange item isn't available (baring some pre-order bits - details listed above). Please get in contact with us within 7 days of delivery. If you need a bit longer than 7 days to try your items please get in touch as soon as you receive your item to let us know. We are flexible and understand that there can be weather issues or illnesses etc.
In-stock items - how long do they take? We usually dispatch items the same or next working day after they are ordered and shipping is usually overnight (a few extra days if rural and bigger packages to South Island can take a little longer too). However, there can be delays due to a number of factors. It is also possible that the website is not correct and items shown to be in stock need to be ordered in. If you need an item urgently (i.e. within 5 working days) please get in touch before you order to ensure we can get it to you by the required date. We do not do refunds unless it has been more than 10 working days and the in-stock item has not been dispatched.
Pre-order items - how long will it take? We receive most items from our suppliers within 10 to 15 working days, however there may be delays out of our control (e.g. customs clearance, stock issues, over seas shipping delays etc ). Bombers bits may take an additional few weeks if they are not in stock at the APAC depot and need to be ordered from the factory. Please let us know when place your order if it is required for a specific date and we will do our best to prioritize and expedite it. We do not do refunds on pre-orders unless it has been longer than 35 working days and the item has still not arrived (excluding Bombers factory order bits which may take longer). For more detail on this including the Bombers pre-order info please click HERE.
For any issues or returns on any electronic devices such as massage guns or infrared wraps please see the warranty info included with the item. These items have a one year manufacturer's warranty and must be returned to us for an assessment should there be any issues. Note that impact and water damage will void the warranty.
If you are unsure on the sizing of an item, please check with us prior to purchase. We have sizing charts for all our new products and its much easier to work out the correct sizing prior to purchasing rather than going back and forth afterwards (however we do understand that accurate measurements prior to purchase aren't always possible with horses).
We don't cover the postage costs for returns and additional postage costs apply for sending substitute products. Please let us know within 7 days of receiving your item if it doesn't fit.
When returning an item, please ensure you use sufficient packaging to prevent any damage to the item or its branded packaging. If it is dirty or damaged in return transit we can either return it to you or sell it as a second-hand item on your behalf but we cannot exchange or refund it. Please include the returns form - available HERE.
When trying on any horse gear, please ensure you do so over another item or use Glad wrap if you need to see a close fit (e.g. horse boots). Dirty or dusty items cannot be exchanged for size.
If you use the incorrect address or select untracked postage for returns and the item gets lost, we cannot be held responsible and will not issue a refund.
Faulty products:
- If there is an issue with a product within the warranty period (usually one year from the date of purchase) please get in touch asap by email. Please include photos if applicable.
- We may need you to return the product for inspection by the manufacturer which we will inform you of.
- The product needs to be returned within 14 days of us requesting the return.
- If you continue to use the item despite the problem, it will be deemed that you have accepted the fault.
- Please note, we will repair or replace before refunding (when these remedies are available) if there is an issue with an item.
- Please ensure the item is CLEAN before returning it for inspection! We cannot do an assessment or repair on dirty items (with specific emphasis on horse boots, covers and riding boots) and will have it sent to a professional cleaning company at your expense if it arrives dirty.
- Please include a note with your details in the package.
Refunds terms
We reserve the right to deduct a 7% surcharge on refunds (this is to cover the direct costs to our business and we do not make any money through this). This only applies if it is due to a size or suitability issue detailed above - if the fault is on our side the fee does not apply.
Credit Card refunds - "how long will it take to reflect in my account?"
It takes approximately 3 to 4 business days for the credit card refund to reflect in your account. Although we submit the refund to your bank immediately, your bank still needs to process the refund and apply it to your account. Processing time can vary between banks.
Note regarding credit card refunds:
Refunds might appear in the form of a reversal. In the case of a reversal, the original payment is removed from your bank statement, and a separate credit is not issued.
Return courier
If there has been an error on our side we will pay for the return postage by providing you with a courier label and booking our courier to pick it up from you. You are welcome to use your own courier if it's easier for you, however we will only cover the equivalent cost of what our courier would have cost. This applies to New Zealand orders only.
Please note that our warranties are from the date of purchase. If there is an issue and the product is replaced, the warranty start date remains the date of the original purchase, not from when the replacement product is received.
Time frame for courier claims for missing, damaged or non delivered parcels: We have to put the claim in within 10 days (aproximately 6 to 7 business days) if there is an issue for local NZ parcels in order to be covered but courier insurance. Please check your tracking regularly and get in touch as soon as you see a problem.
We don’t provide compensation for any courier delays or pre-order supplier stock issues outside our control.
Colour Shades
We do our best to show you the proper colour of all items on our website however the exact shade of an item may appear slightly different in photos (due to photographic correction) or on different phone/computer screens. If the exact shade is of extreme importance please get in touch before you purchase to check on this.
Purchasing from the showroom:
Please try the items on and ensure you are happy with them when in-store. If you change your mind when you are home, we can do store credit or swap for a different item but we don’t do refunds unless there is a manufacturing fault or defect.
Gift cards and store credit:
Gift cards and store credit is valid for one year. It cannot be exchanged for cash or refunded.
Overseas orders:
We do not cover any duties or taxes that you may incur on your order. We will also not cover any return postage costs, duties or taxes which may be required should you wish to return any products.