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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 30 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).

7. Exchanges

If you want a different size, colour, or product, we offer free exchanges within the 30‑day return window (subject to stock availability).

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