Refund policy

We want customers to feel confident when purchasing from Ascot Saddlery. If something is not right with your order, please contact us and our team will help you understand the options available.

Nothing in this policy limits the rights and remedies available to consumers under the Australian Consumer Law.

Faulty, Damaged or Incorrect Products

If you believe a product is faulty, damaged, incorrectly described or not what you ordered, please contact us as soon as practical so we can assist.

Depending on the nature of the problem and your rights under Australian Consumer Law, the appropriate remedy may include a repair, replacement or refund.

We may ask for photographs, proof of purchase or other information that helps us assess the issue.

There is no 14-day limit on rights that apply to faulty products under Australian Consumer Law.

Where a product is confirmed to have a problem covered by the consumer guarantees, reasonable return costs will be handled in accordance with Australian Consumer Law.

Change of Mind

Ascot Saddlery does not generally offer refunds where you simply change your mind, decide you no longer require an item or find the product elsewhere at a different price.

This does not affect your rights where a product is faulty or otherwise fails to meet a consumer guarantee.

Exchanges

We understand that sometimes a different size or product may be more suitable.

We may accept an exchange where:

• you contact us within 14 days of receiving your order

• the product has not been used

• the product is in its original condition

• all original tags and labels remain attached

• you can provide proof of purchase.

Please contact us before returning an item so our team can confirm that the product is eligible for exchange.

Standard shipping charges apply when an exchanged product is sent back to you.

Customers are responsible for ensuring return parcels are packaged appropriately. We recommend using a trackable delivery service, as Ascot Saddlery cannot take responsibility for parcels lost while being returned to us.

Refunds

Where a refund is approved, it will generally be returned using the same payment method used for the original purchase.

For approved non-faulty returns, original postage charges are not normally refundable.

Where Ascot Saddlery agrees, at its discretion, to accept a non-faulty return from an order that originally qualified for free shipping, the actual shipping cost incurred in sending the order may be deducted from the refund.

These deductions do not apply where doing so would limit a customer's rights under Australian Consumer Law.

Returning an Item

Please contact us before sending a return or exchange.

Phone: (03) 9376 5444
Email: sales@ascotsaddlery.com.au
Returns Address: 540 Racecourse Road, Flemington VIC 3031, Australia

Including your order number and details of the item you would like to return will help our team process your request more efficiently.