RETURNS & REFUNDS

We want you to be happy with what you buy from us. This page explains when we can take a product back, and what to do if something arrives faulty, damaged or incorrect.

Change of mind

We do not accept returns or give refunds for change of mind.

Everything we sell is a grooming, coat-care or topical preparation for horses. For hygiene and product-safety reasons we cannot resell an item once it has left us, so please choose carefully. If you are not sure which product suits your horse, contact us before you order — we would much rather help you pick the right one than have you end up with the wrong one.

If you have ordered something in error and the item is still sealed and unused, get in touch. We may accept it back at our discretion. Where we do, return freight is at your cost and we will refund the product price only. This is a courtesy and not an entitlement.

Your rights under the Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993.

If a product is faulty, not as described, or not fit for the purpose we said it was for, you are entitled to a remedy regardless of anything above. Depending on the nature of the problem that may be a replacement, a repair or a refund. Contact us and we will put it right.

Faulty, damaged or incorrect items

Please check your order as soon as it arrives. If an item is damaged, defective, or not what you ordered, contact us straight away so we can assess it and sort it out.

For items damaged in transit, keep both the item and all of its original packaging. New Zealand Post requires these for a claim, and without the packaging we may not be able to send a replacement. Once NZ Post approves the claim we will arrange collection, or advise you to dispose of the item, and send a replacement.

NZ Post requires damaged or missing parcels to be reported within 21 days of dispatch, so please do not sit on it.

Where the fault or the error is ours, we cover the cost of return freight and there is no charge to you.

Refunds

Approved refunds are made to the original payment method. Card refunds usually appear within 5 to 10 working days, depending on your bank.

How to contact us

Email [email protected] with your order number and, where relevant, a photo of the item and its packaging. That is by far the quickest way for us to help.

See also our Delivery Information page for dispatch times and tracking.