1. Our Commitment to You
At Horseland, we take pride in the quality of our products and want you to feel completely confident when shopping with us. We are committed to providing quality products and ensuring that every experience with us is a positive one.
We stand behind the goods and services we provide, and as part of our commitment to you, we fully comply with our obligations under the Australian Consumer Law (ACL). Whether you have received something that is not quite right or simply changed your mind, we are here to help resolve things fairly, promptly, and respectfully.
This policy outlines your rights and our processes for returns, but does not limit your rights under the ACL.
2. Consumer Guarantees
In addition to this return policy, customers are automatically entitled to certain protections under the ACL, known as Consumer Guarantees, which apply to all goods and services purchased from Horseland These rights also extend to you if receive the goods or services as a gift, because you have the same rights as the person who purchased them.
These guarantees apply regardless of any change-of-mind policy and are not restricted by a specific timeframe. The duration of your rights in connection with the goods that you acquire from us depends on a range of factors including the nature of the goods; how the goods are likely to be used; the length of time the goods would reasonably be used for; the amount of use the goods could reasonably be expected to tolerate before a noticeable failure occurs; and the amount of time that has passed since you purchased the goods.
If a good or service of ours fails to meet a Consumer Guarantee which includes the requirement that they be safe to use or do not create an unsafe situation, then depending on the nature of the failure (minor or major) you have a right to a remedy such as:
• refund
• repair
• replacement or exchange
• compensation
• cancellation of the contract
Minor failures
Minor failures to comply with the Consumer Guarantees can usually be fixed or resolved in a reasonable amount of time. In such cases we, as the seller, can choose to offer you:
• a refund; or
• replacement or repair of the good; or
• in the case of a service, the resupply of that service.
These remedies must be provided to you free of charge and within a reasonable time. If we fail to remedy a minor failure within a reasonable time you have other remedies available under the ACL against us, which includes recovery of all reasonable costs incurred by you in having the failure so remedied by someone else.
Major failures
A major failure occur in relation to goods we sell to you if:
• You would not have purchased the goods if you had been fully aware of the nature and extent of the failure;
• The goods depart in one or more significant way from the description, sample or demonstration model you were shown;
• The goods are substantially unfit for the purpose for which goods of the same kind are commonly supplied and they cannot be made fit within a reasonable time;
• The goods are unfit for a purpose that you disclosed to us and we cannot easily rectify or fix them within a reasonable time; or
• The goods are unsafe.
Goods also suffer major failures if there are multiple minor problems with the goods and you would not have purchased them if you had known about the nature and extent of these problems when taken as a whole.
A major failure occurs in relation to services that we provide to you if:
• You would not have engaged us to provide the service if you had known the nature and extent of the problem;
• The service does not meet the reasonable expectations for that type of service, and the problem cannot be rectified by us within a reasonable time.
• You told us that you wanted the service for a specific purpose, which was not fulfilled, and the problem could not be easily rectified by us within a reasonable time;
• You told us that you wanted a specific result, yet the service and end result failed to meet your specifications and could not be easily rectified by us within a reasonable time; or
• The supply of the service has created an unsafe situation.
There is also a major failure to comply with a Consumer Guarantee when there are multiple minor problems with the service and you would not have engaged the service if you had known the nature and extent of the problems, taken as a whole.
What are your consumer guarantee rights if there is a major failure?
If there is a major failure with our goods, you can choose to:
• return the goods and ask for a refund;
• return the goods and ask for an identical replacement, or one of similar value if reasonably available; or
• keep the product and ask for compensation for the drop in value caused by the problem.
If there is a major failure with our services, you can choose to:
• cancel the contract and pay a reasonable amount for the work done, or seek a refund for money already paid; or
• keep the contract and negotiate a reduced price for the drop in value of the service – this may mean asking for some of your money back if you have already paid.
3. Manufacturing Faults, Delivery Damages, or Received Incorrect Item
We take the quality of our stock very seriously and have set measures in place to make sure that things like this don’t happen.
Occasionally a faulty/incorrect item will slip through the cracks, so we do apologise if you feel the item is not up to standard.
If you believe an item you purchased in-store is faulty, defective, not of acceptable quality, does not match the product’s description, does not match the sample or demonstration model that we display, please contact us and we will work with you to resolve the issue promptly, in accordance with your rights under the ACL.
Where an item is damaged or destroyed, after the date of supply, through your (or another person’s) misuse, poor maintenance or abnormal use, Horseland will not provide a refund, exchange or repair.
4. Change of Mind Returns
We are sure you will enjoy your order, however if for any reason you would like to return your item(s) as a result of a change of mind, we offer the following return options, subject to the conditions below:
• Returns within 14 days (inclusive) of purchase: eligible for a refund, exchange, or store gift card to the same value.
• Returns between 15 and 30 days of purchase: eligible for an exchange or a store gift card to the same value (no refunds available).
To be eligible for a change-of-mind return:
• the item must be returned within the periods specified above;
• the item must be unused, unworn, unwashed, and in original, saleable condition with all original tags, labels, packaging and accessories intact;
• you must present a valid proof of purchase;
• the item must not fall with the excluded categories listed below.
This change of mind policy is offered in addition to your rights under the ACL. If your item is faulty or misdescribed, you may be entitled to a remedy even if the item has been used or returned outside of the relevant time periods.
5. Excluded Items
Change-of-mind returns are not available for the following:
• Custom-made, made-to-order, altered, or personalised items;
• Gift cards or vouchers;
• Hygiene-sensitive products (e.g. undergarments, grooming tools);
• Clearance or final sale items marked as such.
However, these exclusions do not affect your rights under the ACL. If an excluded item is faulty or does not meet a requirement of a Consumer Guarantee, you are still entitled to a remedy.
6. How to Return an Item in Store
To return your item:
• Visit the same store location where the purchase was made;
• Bring the item in its original condition, along with proof of purchase (if available) which may include an entry in your bank records or statements;
• Our in-store team will assess the item and advise on the eligibility of the return.
7. Need Help?
If you are unsure whether your item qualifies for a return, or if you believe you have received a faulty or incorrect product, please speak with a team member in-store or contact us directly. We’re here to help.
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