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Refunds and Returns Policy for Elite Equine Essentials

This Refund and Returns policy (“this Policy”) applies to purchases made online at or in person from Elite Equine Essentials.

1. General

1.1 Elite Equine Essentials offers refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

1.2 Before making a purchase at Elite Equine Essentials, please ensure you have read and understood this policy in regard to what you can expect from us if you are not satisfied with the product you receive.

2. Under the Australian Consumer Law:

2.1 Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the product, you are entitled to a refund or replacement of the faulty product.

2.2 As per the Australian Consumer Law product has a major failure when:

a) It has a problem that would have stopped someone from buying it if they’d known about it

b) It is significantly different from the sample or description

c) It is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time

d) It doesn’t do what you asked for and can’t easily be fixed within a reasonable time

e) It is unsafe

2.3 Consumer Guarantees under the Australian Consumer Law do not apply if you received what you asked for, but: changed your mind, found the product cheaper elsewhere, you no longer like the product, or no longer have use for it.

3. Change of mind

3.1 Elite Equine Essentials does not need to offer refunds on orders where you have changed your mind, found a cheaper alternative elsewhere or no longer want the product. “Change of mind” includes instances where a customer purchases products designed for SA & WA, who then changes their mind and wants to order similar products elsewhere or order products that are designed for other localities.

3.2 If Elite Equine Essentials does in a limited circumstance agree to offer a refund for change of mind, an administration & restocking fee equivalent to 7% (seven percent) may be withheld from the refund amount.

3.3 If a product has already been shipped and Elite Equine Essentials in a limited circumstance agrees to a change of mind refund, any shipping charges will not be refunded, and return of the refunded item will be at the purchaser’s expense.

3.4 Change of mind refunds will not be processed until the item is returned to Elite Equine Essentials and it is agreed by Elite Equine Essentials that the item is in re-saleable condition. If the item is not in re-saleable condition, and it is deemed that damage or use by the purchaser has occurred, no refund will be given.

4. Damage or loss during delivery

4.1 In the event that a product you ordered has been damaged during delivery:

a) Please contact us soon as possible or within 3 days of receipt of the product, with photographs of damage to the product & the packaging it was in.

b) If necessary, return the product in the condition it was received, along with any packaging or other products received with the damaged product.

c) In some instances you may need to take the packaging and all contents to be assessed for insurance purposes (for example, a corporate post office for Australia Post missing contents claims).

4.2 Providing that the damage occurred before or during the delivery process, Elite Equine Essentials will replace with an equivalent product where available or offer a refund.

4.3 In the event that the product has been lost during delivery, and has been deemed lost by the shipping carrier after any necessary investigations conducted by the shipping carrier, then Elite Equine Essentials will replace with an equivalent product where available or offer a refund.

4.4 In the event that the product has been delivered and has been stolen or damaged before you collected it, please contact us as well as making a report to the police. Once we are aware of the situation, will make an enquiry with the carrier to determine if compensation is available for you. In the case of stolen parcels, carriers and sellers are not required to refund or replace stolen goods, however carriers will sometimes offer compensation to the buyer, or have information that can assist in your police report. 

4.5 In the event that the delivery of your parcel is delayed, but the parcel is not deemed lost in transit, then Elite Equine Essentials will not offer a refund unless the parcel is deemed by the carrier as lost in transit at a later time. 

4.6 You may be required to pay additional charges including, but not limited to, return to sender fees or redelivery fees which are passed onto us by the shipping carrier in the event of your order being undeliverable or returned to sender. Reasons your order may be undeliverable include, but are not limited to: incorrect or incomplete shipping address, unclear delivery instructions or delivery instructions that are not reasonable for the driver to complete, not being able to access the addressed property to deliver the other, or the order being taken to a collection point or depot and not collecting the other or rescheduling delivery. 

5. Exceptions

5.1 Elite Equine Essentials may refuse to provide a refund or replacement for a product purchased from us where:

a) You have misused the product in a way which has caused the problem

b) You knew or were made aware of the problems with the product before you purchased it

c) You used the product in a way that was against the advice of Elite Equine Essentials

d) Any other exceptions that apply under the Australian Consumer Law

6. Shipping Costs for Returns

6.1 In the event that a product purchased from Elite Equine Essentials has a problem considered a major failure under Consumer Guarantees in the Australian Consumer Law, Elite Equine Essentials will bear the cost of any transport for return of said product, as well as the transport cost of sending a replacement to you.

6.2 Where a product can be shipped back to Elite Equine Essentials, shipping is to be organised by the customer in conjunction with Elite Equine Essentials, and upon receipt and verification of the major failure of the product, Elite Equine Essentials will reimburse you for reasonable transportation costs for the returned product.

a) Reasonable transport costs include postage costs the same or close to the original cost of delivery of the product to the customer. For assistance in securing reasonable transport costs, please reach out to Elite Equine Essentials for assistance in organising transport.

6.3 In the event where Elite Equine Essentials organises and/or pays for the shipping of a returned product and the returned product is found to not be eligible for refund or replacement under the Australian Consumer Law, then the customer will be required to pay the costs of any shipping or transport relating to the returned product.

7. Response Time

7.1 Elite Equine Essentials will endeavor to respond to requests for replacements or refunds within 3 business days of receipt of the request.

7.2 Elite Equine Essentials will also endeavor to process returns for refund or replacement within 5 business days of receipt of the returned goods.

8. Getting a refund or replacement

8.1 Contact us at [email protected] to discuss getting a refund or replacement.

a) If seeking refund or replacement due to damaged goods, please provide photos of the damaged products & packaging they were shipped in.

8.2 Refunds will be made in the same form as the original purchase or to the same account or card used to make the original purchase.

8.3 To be eligible for a replacement or refund, you may be asked to provide proof of purchase.

9. Contact us

9.1 For further information on this Policy or about any potential refund or replacement, please contact us at [email protected].