Shipping and Returns Policy

Packages are generally dispatched within two (2) days after receipt of payment and are shipped via Australia Post with tracking and drop-off without signature.

If you prefer delivery that requires a signature, an additional cost will be applied, so please contact us to arrange this shipping method.

Whichever shipment choice you make, we will provide you with a link to track your package online.

All Shipping Fees are included handling and packing fees as well as postage costs.

We cannot group two distinct orders separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects. 

Saddles are sent in specially designed padded saddle carry bags. 

TRAIL ON ALL ITEMS PURCHASED WITHIN AUSTRALIA

Horse Lines provides a Five (5) day trial period on all items to all purchasers within Australia from the time the item arrives at your address.

For Saddles: this means that you can order a Saddle, trial it on your horse, and if it is not suitable, we will exchange or refund the sale. On condition that the item must be clean and in an unmarked state when you return it, so we can reasonably sell the item as a new saddle.

All Other Items: You can trial the item(s) for up to five days, and if it is not suitable, we will exchange or refund the sale. On condition that the item(s) is clean, in an unmarked state, and in its original packaging when you return it, so we can reasonably sell the item as a new one.

Purchaser is also required to cover the cost of return postage. This is in addition to the cost of postage already paid for delivering the item(s) to you.

Any payment charges in the transaction fees such as PayPal charges, Zip Pay or After pay fees are not refunded to us, so they will not be refunded to the purchaser.
 
This trial is designed to be fair and reasonable for both parties. There is a cost if you select the wrong product, so please carefully consider your needs and requirements before you make a purchase.

We offer Saddle sizing and fitting assistance for all products and wish to assist you as much as possible in your purchase.

In addition to our trial period, all saddles have a minimum 60-months or five-year return-to-base warranty on the Saddle Tree.  In the case of a warranty return, the purchaser must pay for return postage.  

HOW DO WE PROCESS A RETURN/EXCHANGE?

To start a return or exchange process, please email [email protected] explaining the issue and reason you wish to return or exchange the product or call T: 0409994409 to discuss the matter.

WHAT IS THE TIME FRAME FOR A RETURN OR AN EXCHANGE OF AN ITEM?
When a return needs to be sent back to Horse Lines Pty Ltd, we allow five to ten (5-10) working days from the time the item(s) are shipped from your post office.

We recommend that you purchase parcel tracking and send us the tracking details via email.

Once the item arrives at our centre, we will review your requests and the condition of the returned item and contact you to arrange the refund.

WHAT WILL THE REFUND METHOD FOR MY RETURN BE?
We can either exchange the items, give you a store credit, or refund the payment method you used for the original purchase. This refund will be less postage cost of the original purchase transaction and any fee or charges, such as Merchant PayPal or Zip Pay fees.  

WHAT CAN BE RETURNED OR EXCHANGED?
If you have a change of mind on a purchase, we will exchange your item or refund to your original method of payment provided that: 

• You return the item within five (5) working days after the tracked date of delivery.
• The item has not been used, and it is in its original packaging and a saleable condition, as judged by Horse Lines Pty Ltd.

WILL I GET CHARGED FOR RETURN SHIPPING?

Yes. We do not cover the cost of return shipping unless the item is faulty and agreement has been reached via discussion. We recommend sending any return items by the Australia Post office with parcel tracking.

WHEN WILL I RECEIVE MY REFUND?
Once your item arrives at our location and is assessed, we will send you a notification with instructions regarding the refund amount for your return within two business days. Refunds and exchanges are processed within five (5) days when receiving your item back in stock. The refund can take up to a further three (3) days to settle in your account and, depending on your method of payment, bank, or card company, up to six (6) weeks to appear back in your account.