Refund policy

At Paxx Equestrian Pty Ltd, we are dedicated to providing excellent service. If you change your mind about a product purchased online, we offer refunds or exchanges within 30 days of delivery, subject to the following conditions:

Eligibility Criteria

  • Opened or Used Products: For hygiene and safety reasons, items that have been opened or used with feed, treats, or animals are not eligible for refunds or exchanges for change of mind.
  • International Returns: Due to Australian biosecurity and quarantine regulations, we cannot accept returns of used items shipped from outside Australia. International returns are not accepted for change of mind and are only accepted if the item is faulty or incorrect.
  • Return Timeline: Items must be returned within 30 days of receipt, along with the original proof of purchase.
  • Product Condition: Items must be returned in their original condition, unused, unaltered, unwashed, and with tags attached. Items that show signs of use, animal contact, dirt, hair, feed residue, or damage may be refused.
  • Exclusions: We cannot accept returns on sale items or gift cards.

How to Initiate a Return or Exchange

  1. Contact Us: Email us at returns@paxxequestrian.com with your reason for the return or exchange, the product you’d like to return, and your order number.
  2. Preparing your return: Our customer support team will provide a return address and guidance. Please wait for approval before sending your parcel, as unauthorised returns cannot be accepted.
  3. Return Shipping: You are responsible for return shipping costs unless the original item was shipped in error. We recommend using a traceable delivery method with signature confirmation, and keeping track of your tracking number. Once shipped, please share your tracking link with us.
  4. Refund/Exchange Processing: Your refund or exchange will be processed once the returned item has been received and inspected by our team.

Refunds

Once we receive and inspect the item(s), your refund will be processed to the original payment method (excluding original shipping costs) within 10 business days. You will receive an email notification when your return has been processed. Note: Items purchased from our retailers must be returned or exchanged through that retailer.

Exchanges

Once we receive and inspect the returned item(s), we'll arrange your requested exchange (subject to stock availability). If the requested item is unavailable, we'll contact you to discuss an alternative, store credit or refund where applicable.

Shipping Costs

Return and exchange shipping costs are the responsibility of the customer unless the item is faulty, damaged, incorrect, or was sent in error. Original shipping costs are non-refundable for change of mind returns.

Australian Consumer Law

Nothing in this Returns & Refund Policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.

Our products come with guarantees that cannot be excluded under Australian Consumer Law. You're entitled to a replacement or refund for a major failure and to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. If something isn't right, please reach out—we'll always do our best to make it right.

Damaged or Defective Merchandise

We want you to be completely satisfied with your purchase. All products are inspected carefully before they leave us. If you receive an item that is defective, damaged or incorrect, please contact us as soon as possible after discovering the issue by emailing returns@paxxequestrian.com with your order number and photos of the product where possible.

We'll assess your claim and, where required under Australian Consumer Law, provide an appropriate remedy, which may include a repair, replacement or refund.

This policy does not cover normal wear and tear, accidental damage, misuse, improper storage, damage caused by horses or other animals, modifications or alterations, or use contrary to the product's intended purpose or care instructions.

Cancellations

Orders can only be cancelled before they have been dispatched. Once your order has been shipped, it cannot be cancelled and our standard Returns & Refund Policy will apply.