Refund policy

Returns & Refunds

We want you to love what arrives at your door. Every piece is made to order, printed just for you, right here in Australia - which means we put real care into every single item before it leaves us. We ask that you do the same before placing your order. Take a moment to check your size, your shipping details, and any questions you might have. Once production begins, we're unable to make changes. Think of it as the equestrian equivalent of walking into the arena - once you're in, you're committed.

That said, we're real people who genuinely want you to be happy. If something isn't right, just reach out. We'll sort it.

Returns

Because every piece is made specifically for you, we're unable to accept returns as a general rule. However, we're not unreasonable, and we understand that sometimes things don't go as planned.

For orders of 5 items or fewer, a return may be considered if it meets the following conditions:

  • Return must be initiated within 30 days of purchase
  • Items must be unworn, undamaged, and in original condition 
  • All return shipping costs, customs fees, and import taxes are the customer's responsibility
  • Returns must be sent to our designated address in Australia

Once we receive and inspect the returned items, we'll issue a full refund if everything checks out.

⚠️ Please do not send anything back without contacting us first at [your email]. Returns sent without prior contact cannot be accepted or processed - and we'd hate for your parcel to end up somewhere it shouldn't.

Please note: Bulk orders of more than 5 items or high-value orders are considered final sale and are not eligible for return or refund. These pieces are produced specifically for you and cannot be resold. We appreciate your understanding - we're a small Australian brand doing things properly, and large returns have a significant impact on us.

Damages, Defects & Errors

Please inspect your order as soon as it arrives. If something is damaged, defective, or simply not what you ordered, contact us immediately with:

  • Your order number
  • Your tracking number
  • A few clear photos showing the issue

If it's our error, it's our problem to fix - no questions asked, no jumping through hoops. That's a promise.

We've Got You Covered For

If something has genuinely gone wrong on our end, we will always make it right:

  • Wrong item received
  • Damaged or defective products
  • Printing errors that don't match your order

If it's our error, it's our problem to fix - no questions asked, no jumping through hoops. That's a promise.

What We Can't Refund

We want to be upfront about this so there are no surprises:

  • Change of mind or wrong size ordered - we did mention the double checking, and we mean it kindly
  • Orders sent to an incorrect address provided by the customer
  • Sale items and gift cards - these are final sale
  • Shipping insurance - once purchased, this is non-refundable even if the order is returned
  • Shipping and processing costs - refunds cover the product price only

How to Get It Sorted

Reach out to us within 14 days of your purchase date with the following — we're actual humans who respond, and we'll take it from there with no fuss and no drama:

  • Your order number
  • Your tracking number
  • A couple of clear photos showing the issue

Refund Processing

If your refund is approved, it will be applied to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process and post the amount — these things move at their own pace, much like a horse that has decided it is not in a hurry today. If more than 15 business days have passed since your refund was approved and you haven't seen it, please get in touch.

A Note on This Policy

This policy may be updated from time to time without notice as the business grows and evolves - but we'll always keep it fair, straightforward, and worthy of the community we're building. For the most current version or any questions at all, drop us a line at support@stablesocietyequestrian.com. We're easy to find and even easier to talk to.

 

Your trust and satisfaction are invaluable to us, and we are dedicated to make sure you are happy with your experience.

 

Thanks for choosing Stable Society Equestrian!