Exchanges and Returns

Policy

Exchanges and Returns

We offer returns and exchanges of items purchased at full price for any reason within 30 days of receiving the items. All returned products must be unused, in the same condition that they were received, in the original packaging and with all tags intact.

Exchanges and Returns of items purchased during sales, promotions or as clearance items may not be accepted. The decision of whether to accept a sale, promoted or clearance item is at the discretion of Ava Equestrian. 

You will be responsible for paying the shipping costs for returning your item. Items must be returned unused, in the same condition that they were received, in the original packaging and with all tags intact. 

For exchanges, Ava Equestrian will provide complimentary shipping of replacement items, once the exchanged item has been received by our warehouse and assessed to be in as new condition.

Refunds

If found applicable, your refund will be credited back to the original payment method or provided as a store credit. Shipping charges are not refundable except in cases where the product was found to be faulty.

Return Locations

Customers can return products to our warehouse in Adelaide, Australia or Texas, USA.

Faulty Goods

We try our best to make sure every item we send you is of the highest quality and specifications. However, sometimes mistakes happen. Products are covered by our warranty. 

If you believe the item you received is faulty or defective, please email sales@avaequestrian.com. In your return request, please include a detailed description and photo evidence of the damage or defect. Products deemed damaged or faulty are required to be returned to us for assessment.

Once your return is received, we will inspect the item and notify you of the approval or rejection of your case. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

We will cover delivery charges for the replacement of any product is deemed faulty or defective. We will also refund the cost of the return delivery (if charged). If the product is found not to have a problem or defect, you will be required to pay the transport costs.

Consumers do not have a right to return a product for a refund if they:

  • Were aware of an items fault before buying the product,
  • Damaged the product by misusing it,
  • Used the product and the problem is a result of use.

Refunds will not be provided for damage/faults such as:

  • Normal wear and tear,
  • Minor differences in colour and fading,
  • Accidental damage,
  • Use with parts or accessories from other brands,
  • Improper cleaning,
  • Natural marks or the grain of leather.

Products not covered under the 12 month warranty include:

  • products purchased on sale,
  • products given as a prize,
  • products acquired by a person for the purpose of on-selling or re-supplying.