Returns & Refund Policy - Online Orders Only – Horseland

RETURNS & REFUND POLICY – ONLINE ORDERS ONLY (FOR EXCHANGES THROUGH HORSELAND STORES, PLEASE CONTACT YOUR NEAREST HORSELAND STORE DIRECTLY)

Shop with Confidence this Holiday Season

All purchases made from now until Christmas are eligible for returns until 31 January 2026.

Thank you for your recent purchase from Horseland. Should you need to contact our team or return your order, please refer to your Online Order Confirmation Number as emailed to you at the time of purchasing.

Our online returns process is simple and easy to follow:

Click HERE to find the order you wish to return.
Click to view the order details.
If your item is eligible for return, you’ll see a "Return Item" button.
Click the "Return Item" button and follow the steps to submit your return.

Existing customers can also log into their account and:

Go to their user dashboard,
Select the order they wish to return,
And follow the same return steps if eligible.

Online orders only (For exchanges through Horseland Stores, please contact your nearest HORSELAND STORE directly.

Please note, we do not accept returns or refunds for items purchased through Online Clearance. All returned items will be assessed and must be in their original condition and packaging with tags still attached.

RETURNS POLICY

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 ensuring every customer experience 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’ve received something that isn’t quite right or you've changed your mind, we’re here to help resolve things fairly, promptly, and respectfully.

This policy applies to online purchases only and is in addition to your rights under the ACL, which are not limited by this policy.

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 30 days (inclusive) of purchase: eligible for a refund.

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 the relevant time periods.
Return postage for change-of-mind returns is the responsibility of the customer.

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 Process Returns

Our online returns process is simple and easy to follow:
• Click HERE to find the order you wish to return.
• Click to view the order details.
• If your item is eligible for return, you’ll see a "Return Item" button.
• Click the "Return Item" button and follow the steps to submit your return.

Existing customers can also log into their account and:
• Go to their user dashboard,
• Select the order they wish to return,
• And follow the same return steps if eligible.

All returned items will be assessed and must be in their original condition and packaging with tags still attached.

7. Need Help?

If you are unsure whether your item qualifies for return, or if you’ve experienced a delivery issue or fault, our customer care team is here to help.

RETURNS POLICY

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