We want our customers to be delighted with their purchase.
However, if for any reason you are not satisfied with you purchase it may be returned subject to our returns policy below.
Purchases made using TradeMe or other third-party auction site are NOT covered under the general terms of this return policy. See the special notes for auction returns for the applicable policy.
Important terms regarding returns
You may return for exchange or full refund within 14 days if:
- Upon receipt of the item, you find it to be defective, worn or broken, except if such condition(s) is (are) disclosed to you in the online description of the item. We will credit you for your shipping cost to return the item to us.
- We ship you the wrong item. We will credit you for your shipping cost to return the item to us.
Please notify us before you make the return.
- We do not refund if you have changed your mind or chosen an incorrect product including the wrong size. We will offer a store credit or an exchange
- Please note there will be no refunds, exchanges or returns on sale priced items, discounted items, custom made or indent ordered goods.
- Please include ALL tags, packaging, saddle covers, etc that you received with the item you are returning.
- Please ensure the item is un-used & hasn't been tried on. We cannot accept returns for items where there is obvious signs of wear including horse hair etc
- Make sure there is a way for us to identify who you are when we receive the return. Typically, your return address on the package or a copy of the sales receipt is sufficient.
Address for returns
Please ship items with all original tags and packaging to:
95 Gill Road
RD2 Otautau 9682
You must return items via a tracked postage service that is convenient and cost-effective for you.
No returns or refunds if:
- The item is received damaged or soiled due to your abuse or neglect. This includes damage caused by horses.
- If buying new, no returns will be accepted if the item has been tried on your horse. We cannot re-sell this product as a new item there for please choose your colour & size carefully
- In the case of clothing, if the item has been worn, laundered, or dry-cleaned or if original tags have been discarded.
- You have not notified us of your desire to return the merchandise within 14 days of your receiving the merchandise; after 14 days, all sales are final.
- No returns on helmets, due to the safety aspect of helmets we cannot accept returns for helmets that are not faulty upon receiving. It is imperative that you order the correct size due to this as from a safety aspect a helmet returned cannot be deemed without impact damage (we cannot be sure if it has been used, dropped etc)
Purchases made via third-party auction service
Items purchased from us via TradeMe or eBay auction are NOT returnable unless there was a material mistake or misrepresentation in the auction description (e.g., wrong size, different color, etc.) or if the item is defective upon delivery, unless such defect was disclosed in the auction description.In some cases, we will exchange an item that does not fit for another size if we have the other size in stock in sufficient quantities. In such cases, a second shipping fee will apply. Such an exchange is solely at our discretion.
Important note about warranties
Although most of the items we sell are brand-name products you recognize, closeouts and seconds are generally not covered by the manufacturer's warranty.
How refunds are made
You must notify us by email before returning any merchandise. Credits of original purchase price will be made by a credit to your bank account or if you made payment via credit card it will be refunded to your card, which will appear within 24-48 hours.
We want you to be happy with your purchase
If you are dissatisfied with your purchase for any reason, please email us. We will make every reasonable effort to ensure your complete satisfaction. Thank you for shopping at Uberhorse