Refund policy

Returns & Refunds Policy

Aitken’s Saddlery is proud of the products and services we offer. We understand that there may be times when you wish to return an item purchased online from us. The following policy outlines our returns process for online purchases only, including refunds, exchanges and store credit, in line with Australian Consumer Law.

Refunds (Faulty Items)

Under Australian Consumer Law, we are not required to provide a refund or replacement if you change your mind or cannot provide proof of purchase. However, you are entitled to a refund, replacement or repair if an item has a major fault.

A major fault includes where the item:

Has a problem that would have stopped someone from buying it if they had known about it

Is unsafe

Is significantly different from the sample or description

Does not do what we said it would do, or what you asked for, and the issue cannot be easily fixed

In the case of a major fault, you may choose a refund or replacement. Alternatively, you may choose to keep the item and receive compensation for any reduction in value.

If the issue is not a major fault, we will repair the item within a reasonable timeframe. If the item cannot be repaired within a reasonable time, you may then choose a refund or replacement.

Please retain your proof of purchase (for example, your receipt).

Refund Processing

Once your return is received and inspected, we will notify you that it has been received and provide an estimated timeframe for assessment. You will then be advised whether your refund has been approved or declined.

If approved, refunds will be processed back to the original payment method used at the time of purchase (for example, credit card, Afterpay, Rider Rewards voucher). Please allow 5–10 business days for funds to appear in your account.

If a refund request is declined, alternative options such as an exchange or store credit may be offered where applicable. If these options are not accepted, you will be responsible for any costs associated with returning the item back to you.

Change of Mind Returns – Online Orders Only

Change of mind returns apply to online purchases only

Items must be returned within 14 days from the date you receive your order

Items must be unused, in original condition, and with all labels and packaging intact

Refunds (where applicable) can only be processed to the original payment method

Postage Costs

Return postage is the responsibility of the customer for change of mind returns

Original postage costs are non-refundable

If your order was sent with free postage, the original shipping cost will be deducted from your refund

Postage will only be refunded where an item is faulty or has been supplied incorrectly

Exchanges

Exchanges will be charged at our standard postage rate when sent back to you

We do not accept returns sent Cash on Delivery (COD). Any COD parcels will be returned to sender

Please ensure all required information is completed when submitting your return request to allow for prompt processing.

How to Submit a Return

To request a return or exchange for an online order, please email info@aitkenssaddlery.com.

When submitting your request, ensure you reference your order number and include:

Your full name

Order number

Item(s) you wish to return

Reason for return

Whether you are seeking a refund, exchange, or store credit

Providing all required information will help us process your return as quickly as possible.