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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 www.elite-equine-essentials.com.au 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 offer refunds on orders where you have changed your mind, found a cheaper alternative elsewhere or no longer want the product.

4. Damage 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) Return the product in the condition it was received, along with any packaging or other products received with the damaged product.

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.

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 sales@elite-equine-essentials.com.au 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 sales@elite-equine-essentials.com.au.