Refund policy
If you think you have received an item that is either faulty or not what you ordered, please email us at wildriderequestrian@gmail.com or fill out our contact form here ☞ https://wildriderequestrian.com.au/pages/contact-us
Leather Goods
When trying on your leather items (eg. bridles) please don't do up the buckles - simply leave straps slipped through keepers to check the fit until you're happy with the sizing, as doing up the buckles will cause indentations in the leather.
We will happily accept your return when the product is unused with tags still intact, making sure that the item is packaged up neatly and safely so that it returns to us in its original condition.
You can either opt to have a store credit given to you via a gift voucher, or we can swap your item for another size.
What we can't return
Unfortunately we do not provide refunds or returns on most products including ropes for change of mind, incorrect purchasing of sizes, or gift cards, so please make sure you're happy with your order before placing, as we will start production straight away.
If you need more guidance regarding sizing or anything for that matter, please contact us and we will be happy to help.
If any items are considered faulty or a mistake with your order has occurred on our end, we will happily swap the item for you.
FAULTY ITEMS
- Items will be considered faulty if they are received damaged or have a manufacturing defect.
- Items damaged as a result of wear and tear are not considered faulty.
- Faulty items with be replaced or repaired or refunded depending on the fault.
- Wild Rider will cover the cost of shipping fees for the returned item, if we consider the item to be faulty.
A few simple rules:
- Items that are considered faulty on delivery must be returned within 14 days of when you receive your order.
- The item must also be free from marks, scent/smell as well as unaltered in any way.
- The item/s must have all original tags attached, and any packaging it came with.
- Items which are received back to us damaged from either you or the post service will not be accepted for exchange.
- When returning leather goods such as bridles, please make sure the buckles have not been done up, as this will leave indentations in the leather and we won't be able to accept your return.
Please send returns to Emma Khalil at:
321 Harbour Drive,
Shop E1, The Promenade
Coffs Harbour NSW 2456
It is your responsibility to cover the cost of shipping for returning your item. These shipping costs are non-refundable (unless the item is deemed faulty).
It is also recommended that when you return items, you use a trackable postal service just incase we do not receive the item.
Important things to know about returns & exchanges:
- Returns Forms not filled out correctly will create a delay in processing.
- The goods are your responsibility until they reach our warehouse, so make sure it's packed up properly and can't get damaged on the way. Be sure to use a postal service that insures you for the value of the items you are returning or obtain proof of posting. It is a good idea to provide us with a tracking number so you and us can monitor your parcel in case it goes missing.
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We are not responsible for any items that are returned to us by mistake.
Time frame:
Once we receive your item, it usually takes up to 5-7 business days to process, once processed we then ship out the exchange (timeframe on shipping depends on your location).
Responsibility:
Horse Riding is a dangerous sport and Wild Rider is not responsible for accidents that may occur during use of our products. Refunds and/or replacements will not be provided for misuse of products. It is the responsibility of the customer to ensure that equipment used is fitted correctly and functioning.