Refund policy
At Paxx Equestrian, 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
- 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.
- 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.
- 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.
- 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 the item(s) and they pass our quality review, you will receive a credit voucher for the purchase price (excluding original shipping costs) via email. Exchanges are generally processed within 5 business days. You will receive an email notification once your exchange is finalised.
Shipping Costs
Return and exchange postage costs are the responsibility of the buyer unless the original item was shipped in error. Original shipping costs are non-refundable when a return is accepted.
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 items repaired or replaced if they’re not of acceptable quality. If something’s not 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 items are inspected thoroughly during production. If your product is defective, damaged, or incorrect, contact us within 14 days of delivery at returns@paxxequestrian.com with photos so we can review and resolve the issue.
Cancellations
If you wish to cancel your order, please do so within the processing time. If you have received an email with your tracking number and confirmation, it will be too late to cancel.