Refund and Returns

1. Overview

We want you to feel confident shopping with us. This Return & Refund Policy explains how returns, exchanges, and refunds work, in clear compliance with Australian Consumer Law and Google’s transparency requirements.

2. Return Window

You may request a return within 7 days of receiving your order. To qualify, items must be unused, in original condition, and include all packaging.

3. Eligibility for Returns

We accept returns for:

• Change of mind (within 30 days)
• Incorrect items received
• Damaged or faulty products
• Missing components or manufacturing defects

Items not eligible for return:

• Final‑sale or clearance items
• Gift cards
• Perishable or hygiene‑sensitive products (if applicable)

4. Return Process

To start a return:

1. Email us at sales@dbucollars-saddlery.com.au with your order number.
2. Include photos if the item is damaged or incorrect.
3. Our team will respond within 48 hours with instructions and a prepaid label (if applicable).

5. Return Shipping Costs

• Change of mind: Customer pays return shipping.
• Damaged, faulty, or incorrect items: We cover return shipping.
• Exchanges: Customer covers shipping for the replacement item.

6. Refund Method

Once your return is approved and inspected, refunds are issued within 3–5 business days to:

• The original payment method, or
• Store credit, if you prefer

Shipping fees are refundable only when the return is due to our error (damaged, faulty, incorrect item).

8. Damaged or Faulty Items

If your item arrives damaged or develops a fault:

• Contact us within 7 days of delivery
• Provide photos or video
• We will offer a replacement, repair, or full refund as required by Australian Consumer Law

9. Processing Time

• Return approval: Within 48 hours
• Refund processing: 3–5 business days
• Exchange dispatch: Within 2–3 business days after receiving the returned item

10. Return Address

Address will be supplied at time of return/exchange

11. Contact Information

For any return or refund questions, contact us at: 📧 sales@dbucollars-saddlery.com.au  phone: 0435333153