Refund policy
Request a Return or Exchange.
Use your order number and email address to request a return or exchange here.
Policy
Our return and exchange policy lasts 60 days. If this amount of time has passed since your purchase, unfortunately we cannot offer you a refund or exchange.
Exchanges
We may exchange items within 60 days of your purchase for reasons such as incorrect fit or the wrong item being purchased. Please submit a request on our exchange and refund portal here. You will be responsible for paying the shipping costs for returning your item and receiving the exchange. Items must be returned in the same condition that they were received, in the original packaging and with all tags intact.
Returns and Refunds.
We try our best to make sure every item we send you is of the highest quality and specifications. However, sometimes mistakes happen. As a consumer, you are entitled to certain guarantees in respect to goods purchased from Bow Horse. Returns and refunds are granted if your item was received damaged or faulty.
If you believe the item you received is faulty or defective, please use our return portal (link here) to request the return or replacement. In your return request, please include a detailed description and photo evidence of the damage or defect. Products deemed damaged or faulty are required to be returned to us at PO Box 69, Belair SA 5052 for assessment.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your case. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
We will cover delivery charges for the return of any product which fail to meet the consumer guarantees as per the Australian Consumer Law. We will also refund the cost of the initial delivery (if charged). If the product is found not to have a problem or defect, you will be required to pay the transport costs.
Consumers do not have a right to return a product for a refund if they:
- Changed their mind and no longer want the product,
- Ordered the wrong product,
- Found a cheaper product elsewhere,
- Found an alternate product elsewhere,
- Were aware of an items fault before buying the product,
- Damaged the product by misusing it,
- Used the product and the problem is a result of use.
Refunds will not be provided for damage/faults such as:
- Normal wear and tear,
- Minor differences in colour and fading,
- Accidental damage,
- Age related waterproofing decline,
- Use with parts or accessories from other brands,
- Improper cleaning.
These rugs are worn by horses and ponies who are unpredictable and accident prone by nature. No rug is indestructible and accidental damage and tearing can occur despite ours and your best efforts and due to no fault of the rug manufacturing or fabric.
Products not covered under this consumer guarantee include:
- products purchased on sale,
- products given as a prize,
- products acquired by a person for the purpose of on-selling or re-supplying.