Refund policy
Can I exchange my item?
We accept exchanges for items that:
- were purchased within the last 30 days
- have all tags attached
- are unworn, unwashed and in the original packaging (i.e. are in the same condition they were sent out in)
We will not accept exchanges on items that:
- were purchased more than 30 days ago
- do not have the original tags attached
- have been worn or washed or are not in their original condition
- are gift cards/vouchers
- were purchased as a clearance item (sale items are accepted for exchange, unless marked otherwise)
- do not have proof of purchase
Exchanging an item
To start an exchange, you can contact us at support@sabiequestrian.com. Please include:
- your order number
- proof of purchase
- what item you would like to exchange
- the item you would like to exchange it for
We will respond as soon as possible with instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.
We will notify you once we’ve received and inspected your item, and let you know if the exchange was approved or not. Return packages can take up to five business days to process. If approved, you’ll be notified and sent the exchange item. If not approved, you will be notified and required to cover the cost of return shipping on your original item.
The buyer is responsible for all shipping costs related to exchanging an item.
Refunds
Requests for refunds will not be accepted for change of mind. Refunds are accepted on faulty or damaged items provided the packaging is not damaged (i.e. a manufacturing fault; not damaged by shipping) and we do not have a suitable replacement. The provision of any refund is at the discretion of Sabi Equestrian.
Late or missing refunds
Refunds can take a number of days to be processed by external companies. If you haven’t received a refund yet, please wait several days and check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Damages and issues
Please inspect your order upon receipt and contact us immediately at support@sabiequestrian.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Return shipping costs can only be credited up to $30 AUD.
Shipping
The buyer is responsible for paying for any shipping costs for exchanging or returning item/s. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and are not responsible for any items that do not reach us.