Shipping & Returns

Shipping

We ship the majority of our orders as regular parcels with EParcel. 
Free Shipping on orders of $250 and up

Orders at $249.99 and under are charged a flat shipping rate of $12.

Orders under $10 are $5.

Shipping of replacement/exchanged orders are subject to postage charges of $12.

If you've ordered more than once within a time-frame that allows us to ship everything together, you can request a refund of one of your shipping charges unless paid via AfterPay. If paid by AfterPay we will provide you with a free shipping voucher to use at a later date.

Shipping to NZ is by weight of parcel and the amount charged will be shown when at checkout. Maximum weight is 20kg per transaction.

Shipping outside Australia/NZ is available by quote only.

Please contact us at sales@horseware.com.au

Returns

Your complete satisfaction is our primary concern. If you are dissatisfied for any reason, please first contact sales@horseware.com.au or call us 03 98320800 and advise of the difficulty or issues with the products. Our highly trained team will assist you and should a return be necessary, arrangements made. Items may be returned for exchange or credit note within 30 days of invoice date. 

If you wish to have a refund on a change of mind item, please ensure you have returned the item within 14 days of purchase. If you have paid by Afterpay, your refund will be minus the non-refundable fees charged by Afterpay. 

What can be returned?
Most products can be returned for credit note, refund or exchange if not suitable subject to conditions.

The exception to this are items sold on clearance, these cannot be returned as we are discontinuing the line. Items bought on sale or promotion can be returned subject to conditions.

Please note that liquids and creams are unable to be returned.

When do items need to be returned by:
Items need to be returned within 30 days for exchange or credit note, and within 14 days for refund.

Where do items need to be returned to:
Items need to be returned to:

Leader Equine/Horseware Australia, PO Box 42, Craigieburn, Vic 3064

How to return items:

Contact us first to discuss and receive a returns number.

Items MUST be packaged back up and returned to us the same way they were sent to you.  Most items sent to you will be in boxes to make sure items are delivered to you in good condition.  Items returned back in envelopes etc that are damaged in transit will not be accepted for return.  

Rugs must be returned with outside packaging to protect their own rug bags so that they can be accepted for return. 

Micklem Bridles must be returned on their display boards with all pieces cable tied on correctly, as you would have received it.

Shipping for returns:
The original postage and handling charges will not be refunded and you will also be responsible for paying for the items return.  (This is not applicable if the return is due to Horseware Australia's error).

Credit for returns:
Credit will be issued in the form of a voucher code to use online at a later date, if an exchange is not immediate.

In-Store return option:
You can return products to our warehouse at 465 Hume Highway, Craigieburn, Vic 3064. Look for Leader Products reception and warehouse and we're in there!       

Hours are 9am to 5pm Monday to Friday.

Packing materials:
All items must be in their original packaging with any tags still attached.  All items must be clean and hair free and in "as new" condition. This includes the product packaging

In the unlikely event of suspected product fault:

Contact us at sales@horseware.com.au with clear photos of the item and issue. Include your order number with the photos and the item's batch number.

If the issue cannot be fully determined by photos, product will be examined on return and if deemed a manufacturing fault, a replacement/repair/refund will be offered at our discretion. Products that are not manufacturing faults can only be returned after postage has been paid. 

Please do not send an item back without prior discussion with us as these items will not be processed.

For Rambo Turnout Guarantee

Please ensure you have followed the care instructions on the Guarantee Card that comes with your Rambo Turnout, and have registered your Guarantee within 90 days of purchase.

Contact  sales@horseware.com.au or (03) 98320800