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We want you to purchase with confidence and enjoy shopping with us. Please complete our returns form to request a return so we can review your request taking into account the returns policy below.
We are not legally obliged to offer any exchange, refund or credit if you have changed your mind or your circumstances have changed.
For claims arising from product failures, warranty issues or if we supplied a product in error then please complete our returns form. If we approve your claim after a short period of assessment, we will attempt to rectify the issue.
Proof of purchase (sales receipt or invoice or web order number) is required for us to process any returns.
Do not return products without an approved return number (RMA) which we will supply to you once your return request has been approved. Unapproved returns will be subject to an administration fee, take longer to process and may be refused. The return address, within New Zealand, will be advised via email once the RMA is issued.
Returns Form - up to 2 working days for us to review your return request via the online form.
Item assessment period - up to 7 working days once we receive your item back.
Time for us to process a store credit, replacement or refund once we have received your returned item and agreed to any credit - up to 7 working days.
Time for your bank to credit your card once we make any card refund - can be up to 14 days depending on your bank.
An approved return request and RMA is not a promise to refund, credit or replace any items.
|Period since original purchase
|Restocking fee (Guide)
|Up to 7 days
|Min 0% of original purchase price + admin fee
|Store credit, replacement
|Up to 30 days
|Min 20% of original purchase price + admin fee
|Store credit, replacement
|Up to 365 days
|Min 40% of original purchase price + admin fee
|Over 365 days
|Min 80% of original purchase price + admin fee
Restocking fees will increase when the original purchase was made with a “free shipping” option.
Admin Fees will be determined based on the amount of time required to assess and process any returns - including but not limited to, the customer not supplying an original proof of purchase, missing approved RMA form, items returned that require additional assessment or processing over and above what we consider to be normal processing times.
Additional cleaning/repair fees will be applicable for any items returned that are not in a new condition should we agree to accept those items. This will also delay the returns process.
The cost of shipping returns to our New Zealand address is the responsibility of the customer apart from approved warranty claims, supplier mistakes or product failure.
We only accept returns that are in an as-new condition, unused, complete and clean condition with original tags/boxes/labels.
Horseshoes and other products should be unshaped, not rusty and in the original unopened packaging
Hoof Boots (including accessories) should be completely clean, free from dirt and debris and no signs of any wear or scratches.
We do not accept returns of these products other than for approved warranty claims:
Adhesives, glues, two part materials (urethanes, acrylics etc), hoof-casts, hoof supplements or other temperature sensitive materials. Special order items. Any items that have been discounted, clearance, sale, sold in bulk price deals or with trade pricing. Any other items we deem to be excluded.
Any refunds, should they be agreed to, are made via the same payment method you initially used but not including purchases made with cash. We do not refund cash - other arrangements will be offered.
The returns policy above is applicable for all sales unless agreed otherwise and subject to change without notice.
For questions, comments or feedback, please email us at firstname.lastname@example.org or use the current contact details on the website.
Returns Policy Effective 13th March 2023 and subject to change without notice.