Returns Policy

At Aitken's Saddlery, we take pride in supplying quality products. If you need to return an item, please read the following policy carefully.

Change of Mind Returns

We accept change of mind returns within 7 days of you receiving your order.

To be eligible for a return, the item must:

• Be in brand new, unused and resalable condition.
• Be in its original packaging with all tags attached.
• Be free from marks, dirt, hair, odours or damage.
• Not have been used, fitted, ridden in or washed.

Returns requested after 7 days of delivery will not be accepted.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Bits that have been used or placed in a horse's mouth.
• Helmets.
• Undergarments.
• Clearance or sale items.
• Custom-made or special-order products.
• Gift cards.

Return Approval

All returns must be authorised before being sent back. Please contact us with your order number and reason for the return.

Items returned without prior approval may be refused.

Return Shipping

Customers are responsible for all return shipping costs unless the item is faulty or supplied incorrectly.

We recommend using a tracked shipping service, as we cannot accept responsibility for items lost in transit.

Original shipping charges are non-refundable.

Faulty or Incorrect Items

If you receive an item that is faulty, damaged or incorrect, please notify us within 48 hours of delivery and provide photographs where applicable.

Where a product is confirmed to be faulty or supplied incorrectly, we will meet our obligations under Australian Consumer Law by repairing, replacing or refunding the item as appropriate.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed back to your original payment method. Please allow 3–10 business days for the funds to appear, depending on your financial institution.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You are entitled to a repair, replacement or refund where required by law if a product has a major fault or otherwise fails to meet the consumer guarantees.