Horsey People Returns and Refunds Policy

Welcome to Horsey People Shop! We want you to be completely satisfied with every equine-related product you purchase from our marketplace. If something isn’t right with your order, we’re here to help. Our Returns and Refunds Policy is designed to be fair, easy to understand, and in line with the Australian Consumer Law (ACL).

When You Can Get a Refund (Faulty, Damaged, or Not Fit for Purpose Products)

We will offer you a refund if your product is faulty, damaged, misleading, or not fit for its intended purpose, as required by Australian Consumer Law. This policy applies to all product types sold on our marketplace – from horse tack and riding gear to clothing and accessories.

You may be eligible for a refund or replacement if:

The product is faulty or has a manufacturing defect – e.g., stitching coming apart, electronic components not working.
It arrived damaged – e.g., broken parts or damage from shipping, despite proper packaging.
It was not as described or advertised – e.g., the item is significantly different from the product description or images.
It’s not fit for the intended purpose – e.g., a rain blanket that isn’t waterproof, or riding boots that fall apart under normal use.

In these cases, we’ll make it right in accordance with the ACL. That means you can get a refund (or a replacement where possible) for products with these issues. Please lodge your claim within 30 days of receiving the product so we can assist you promptly. This 30-day window helps us address the problem quickly and get you a resolution as soon as possible.

How to Initiate a Return or Refund

If you believe your product is faulty, damaged, or not fit for purpose, let us know as soon as possible. Here’s what to do:

Contact Us: Email our support team at [email protected]. Please include your order number, the product name, and a brief description of the issue. If you can, attach clear photos or videos of the fault or damage – this helps speed up the process.
Await Instructions: Our friendly team will review your request and may ask for additional details if needed. We’ll then provide you with next steps. In many cases, we’ll arrange for you to return the item. (For faulty or damaged goods, we’ll cover any reasonable return postage costs, in line with ACL requirements.)
Return the Item (if required): We’ll give you instructions on how to send the product back, or in some cases, we might not need it returned (for example, if the item is not usable at all, we might just ask for photos and have you dispose of it). Please follow any packaging and postage instructions we provide to ensure the item is protected on its way back.
Approval and Outcome: Once we’ve assessed the issue and received the product back (if a return was needed), we’ll confirm the resolution. If the item is indeed faulty, damaged, or not as described, you are entitled to a remedy. Usually, we’ll offer a full refund to your original payment method. If you prefer a replacement and the brand has stock available, we can arrange that instead at no extra cost.
Refund Processing: If a refund is approved, Horsey People will process it on behalf of the selling brand. Since you paid Horsey People at checkout, we’ll refund you directly. You can expect the money back on the same credit card or payment method you used. We’ll process refunds as quickly as possible (typically within 5-10 business days after approval, depending on your bank or payment provider).

Throughout this process, our team will keep you updated. Our goal is to make sure you don’t have to worry – we’ll handle the communication with the brand and make the refund process hassle-free for you.

Change of Mind Returns and Exchanges

Please choose carefully, as Horsey People does not offer refunds or exchanges if you simply change your mind about a purchase. Under Australian Consumer Law, businesses are not required to provide a refund or exchange if you decide you no longer want the product (for reasons like ordering the wrong size or colour, or finding it cheaper elsewhere). Our focus is on remedies for products that have issues (faulty, damaged, not as described), rather than change-of-mind situations.

However, we understand that sometimes you might have second thoughts. Any change-of-mind return or exchange is at the discretion of the individual brand that sold the product. This means some of our marketplace brands may choose to offer a return or exchange for change of mind, even though it’s not required by law.

If a brand does allow change-of-mind returns or exchanges, you’ll find that information on the product’s listing page (for example, “This brand offers 14-day returns for unused items”). The listing will outline the specific conditions, such as the time frame (often 14 or 30 days from delivery) and the condition of the item (usually it must be unused, in original packaging, and with all tags attached).
To request a change-of-mind return (if the brand’s policy permits it), you can still start by contacting [email protected]. We will then help coordinate with the brand. Keep in mind that you might need to cover the return postage for a change-of-mind return, and the final decision will be guided by the brand’s policy (some brands may offer a refund, exchange, or store credit at their discretion).
If the brand does not have a stated change-of-mind policy on the product listing, unfortunately that means they typically do not accept returns or exchanges for change of mind.

We always encourage you to double-check product details, sizing guides, and reviews before buying to make sure it’s right for you. If you’re unsure about anything, feel free to contact us or the brand for more information before you purchase.

Our Role as a Marketplace

Horsey People is a marketplace platform that facilitates transactions between customers and third-party equestrian brands. This means when you buy from a brand on our site, you pay Horsey People, and we then pass the payment on to the selling brand. Because of this setup, Horsey People will handle your refund directly, rather than you needing to deal with the brand for the payment.

Rest assured, your statutory rights are protected. We work closely with our partner brands to ensure that any product issues are resolved in line with Australian Consumer Law. We won’t ask you to chase the manufacturer or the brand if something goes wrong – you can always come to us, and we’ll take care of it with the seller.

Questions or Need Help?

Buying gear for you or your horse should be a fun and worry-free experience. If you have any questions about our Returns and Refunds Policy, or if you’re unsure whether you’re eligible for a refund, please reach out to us at [email protected]. Our friendly team is here to help and will guide you through the process.

We stand by the products sold on Horsey People. If something is faulty, damaged, or not as described, we’ll fix it with a refund or replacement in line with Australian Consumer Law. If you’ve simply changed your mind, we’ll do our best to assist based on the brand’s own policies. Either way, we’re committed to making your shopping experience a positive one.

Thank you for shopping with Horsey People, and happy riding!