Thank you for shopping at HORSE-IN-THE-BOX, we hope you love your purchase. However, if it’s not quite right you are welcome to return it for or exchange or refund. Please note that we are unable to offer returns of the following: gift vouchers, custom-made, or customised items, special orders and lingerie. Clearance items can be returned for store credit.
Conditions:
- Item(s) must be in new and original condition as purchased, with all labels, tickets attached, including original packaging where it is applicable. If the item is not in re-sellable condition, it will be returned to the customer at the customer's expense.
- The item(s) must be returned within 14 days of the date shown on the tax invoice.We understand that if the item was purchased for a gift it may take longer to find out that it wasn’t right, and provided that the item is in perfect condition, including tags we may grant extension to return the item. Please contact us via phone: 0432211606 email info@horseinthebox.com.au
- Copy of the original Tax Invoice and the RETURN AUTHORISATION form must accompany the goods. If you have lost your invoice please let us know; if the purchase was made online we normally are able to look up the invoice.
- Please note that freight costs are non-refundable; refund is for the price of goods only, and will be given using the same method the purchase was made.
- If the item(s) need to be exchanged, additional freight cost may apply. Or if you have checked with us that the item is available, you can include a self addressed pre-paid satchel.
Non-returnable items:
* Gift cards
* Underwear and other intimate clothing
* Special orders or made-to-measure/custom items
* Promotional/Prize store vouchers or items (please also note that Promotional vouchers are not redeemable for cash or store gift vouchers) Prize Vouchers are not transferable and are offered only to the Prize Winner.
Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded, but can be exchanged or a credit issued.
FAULTY ITEMS:
All of our products are from reputable manufacturers, and it is a very rare occurrence that we have a faulty item. However if it happens we will either:
Repair it if possible
Replace the item with the same item originally purchased (subject to stock availability)
Exchange it for another item
Offer credit note or refund
TOP BOOT T&C
All top boots that are custom made are ordered with the measurements taken on the boot fitting day! Please be aware that we are in most cases unable to offer refunds should your measurements change between the time of order and delivery. Please note that top boots will have a manufactures warranty for major faults, all other issues we will endeavour to fix locally so long as the fault is not subject to wear and tare and is returned within 3mths of purchase date. Any other damage is deemed the responsibility of the owner should the manufacture warrant the issue not to be a manufacturing fault. Upon collecting your boots our staff will explain how to first do up and properly care for your top boots, including keeping zippers clean and clear, using the correct leaning agents, boot shapers and protective carry bags. Soft leather is not suitable for wet and muddy conditions and we are not able to accept returns should the boot be ill cared for or presented in such a state.
CUSTOMISED PRODUCTS
Please be aware that any customised Helmets, Saddle Pads etc that have a personal logo, name, number etc are not returnable or exchangeable once ordered. So please ensure you are 100% happy with the item specifications prior to being ordered.
Please state your preference on the returns/exchange form.
Please note that reasonable wear and tear that occurs as a result of normal usage, or if the item was not laundered according to the manufacturer’s instructions are not considered as fault.
We recommend sending your return/exchange via registered post, so you are able to track it if necessary. Australia Post Express satchels are a convenient way for posting clothing and accessories.
Please make sure that the items are well packaged. HORSE-IN-THE-BOX will not take any responsibility for lost parcels or items that are damaged in transit. Your exchange will be processed in a timely manner (usually 1-2 business days) and new item(s) sent back to you, or the refund will be processed. In busy times or when we attend events it may take longer to process the transaction, so please allow up to 7 business days after receipt of the returned item. You will receive an email confirmation when we have sent the new items or processed the refund.
Please send Returns/Exchanges to:
HORSE-IN-THE-BOX
27-29 Bell St
Yarra Glen Victoria 3775
If you have any questions we are here to help: Email: info@horseinthebox.com.au Tel: 0432 211 606
