🚨Terms and Conditions – 2026🚨

Pre-Orders, Custom Orders, Saddles, Returns & Important Ordering Information

Country Scene Saddlery & Pet Supplies aims to be clear, upfront and fair with our customers.

We offer a large range of products sourced from Australia, the USA and other international suppliers. Some products are held in stock, while others may be supplier-direct, pre-order, imported, handmade or custom-made.

Please read these Terms & Conditions carefully before placing an order.

If you are unsure about stock availability, sizing, saddle specifications, pre-order timeframes or whether an item can be supplied urgently, please contact us before ordering.

Email: countryscene7767@gmail.com

1. Important Information Before Ordering

You must be 18 years of age or older to place an order through our website.

Country Scene Saddlery & Pet Supplies sells products that may be:

In stock with us in NSW, Australia
In stock with an Australian supplier
In stock with a USA or international supplier
Supplier-direct
Available by pre-order
Imported to order
Handmade
Made to order
Custom made

An item appearing on our website does not necessarily mean it is physically held in our Australian stock.

Supplier availability can change quickly.

If you need an item urgently, require delivery by a particular date or would like us to check supplier availability, please contact us before placing your order.

2. Australian Stock, USA Stock & Pre-Orders

We offer both products available in Australia and an extended range available from USA and international suppliers.

This gives our customers access to more products, styles, colours and sizes than we could reasonably hold in Australia.

A product marked or described as a Pre-Order may actually be:

In stock with our supplier
Awaiting supplier confirmation
Available from a USA warehouse
Included in an upcoming supplier order
Imported specifically for your order
Handmade
Made to order
Custom made

Some pre-orders may arrive relatively quickly, while others may require considerably more time.

USA supplier orders may also be subject to supplier minimum-order requirements or consolidated freight arrangements before an order can be shipped to Australia.

“Where significant delays occur, please contact us and we will review the order status and available options in accordance with our Terms & Conditions and Australian Consumer Law.”

If you would like us to check current supplier availability before you place and pay for an order, please contact us.

Email: countryscene7767@gmail.com

3. Estimated Timeframes & ETAs

Any estimated production, dispatch, freight or arrival timeframe provided by Country Scene Saddlery & Pet Supplies or one of our suppliers is an estimate only unless specifically confirmed otherwise in writing.

Timeframes can be affected by circumstances including:

Supplier stock levels
Manufacturing schedules
Material availability
Handmade production
Seasonal demand
Supplier backorders
International freight
Consolidated shipments
Customs and border processing
Courier delays
Weather
Transport disruptions
Minimum supplier order requirements
Circumstances outside our reasonable control

If an order takes longer than originally estimated, this does not automatically mean the order can be cancelled or refunded, particularly where the product has already been secured, ordered, manufactured or entered production.

Where a significant delay occurs, please contact us and we will review the circumstances, supplier status and available options.

Nothing in this section limits any rights you may have under Australian Consumer Law.

4. Custom-Made & Made-to-Order Products

Custom-made and made-to-order products are products manufactured, altered, personalised, ordered or specially secured for an individual customer's order.

These can include:

Custom saddles
Custom tack
Special colours
Special sizing
Personalised products
Products manufactured specifically after an order is placed

Custom-made products are not ordinary off-the-shelf stock.

Once materials have been purchased, an order has been submitted to the manufacturer or supplier, customisation has commenced, or production has begun, changes or cancellations may not be possible for change of mind.

Please carefully check all measurements, specifications, colours, sizes and custom selections before approving your order.

Nothing in this section excludes or restricts rights available under Australian Consumer Law.

5. Custom Saddles – Price, Quality & Materials

Our custom saddle range includes different levels of saddles to suit different budgets, from entry-level and value-focused custom saddles through to premium and high-end custom saddles.

The term “custom made” means the saddle is made or ordered to selected specifications. It does not mean that every custom-made saddle is manufactured from the same grade of materials or to the same price level.

For example, a custom saddle around $2,000 is designed to provide appropriate quality, function and value within that price range.

A custom saddle around $6,000 or more may use higher-grade leather, trees, hardware, fittings, finishes and more detailed workmanship.

A lower-priced custom saddle should therefore be assessed according to its price point, specifications, materials and intended level, rather than compared directly with a premium saddle costing several thousand dollars more.

The fact that a saddle is custom made does not automatically make it equivalent in materials, finish or construction to a considerably higher-priced premium saddle.

We aim to provide good value within each price level, giving customers the choice between practical entry-level saddles and higher-grade premium saddles.

If you have particular expectations regarding leather quality, tree construction, hardware, finish or workmanship, please discuss these with us before ordering so we can help you choose the appropriate saddle for your budget and intended use.

6. Important Saddle Information

Please choose carefully before ordering a saddle.

Saddles are specialised products and may be:

Custom made
Handmade
Imported
Pre-ordered
Supplier-direct
Specially ordered or secured for an individual customer

We generally do not provide refunds, exchanges or cancellations on saddles simply because of:

Change of mind
Incorrect customer measurements
Ordering the wrong size
Choosing the wrong colour
Rider preference
Incorrect saddle selection
Horse shape or condition changing
Finding another saddle elsewhere
Deciding the saddle is no longer wanted
Not wanting to continue waiting within a reasonable estimated production period
Normal variations in leather, hides, tooling or handmade finishes

Customers are responsible for choosing the appropriate saddle size, specifications and style for their horse and rider.

This does not affect any rights or remedies available under Australian Consumer Law.

7. Saddle Fit

Country Scene Saddlery & Pet Supplies is not a professional or qualified saddle-fitting service and cannot guarantee that a particular saddle will fit every individual horse or rider.

We are happy to assist with available:

Saddle measurements
Photographs
Manufacturer specifications
Fitting information
Manufacturer fitting guides
General product information

However, the customer is responsible for choosing an appropriate saddle size, style and specifications for their horse and rider.

Horses can vary considerably in shape and may also change shape due to age, weight, fitness, muscle development or workload.

Where appropriate, we recommend obtaining advice from a suitably qualified saddle fitter.

Measurements, photographs, templates, back traces or fitting information supplied to us by the customer or a third party should be accurate and complete.

Country Scene Saddlery & Pet Supplies cannot be responsible for incorrect customer measurements, inaccurate third-party measurements or advice, unsuitable saddle selection by the customer, or changes in a horse's shape after the saddle has been ordered.

Nothing in this section excludes or restricts rights available under Australian Consumer Law.

8. Leather, Hide, Colour & Handmade Variations

Leather, hides, timber, wool, felt, tooling and other natural or handmade materials can vary.

Variations can include:

Colour
Grain
Texture
Markings
Tooling
Stitching
Hardware appearance
Natural hide characteristics
Finish

Colours can also appear differently depending on photography, lighting, phones, tablets, computer screens and supplier production batches.

Small variations that are normal characteristics of natural or handmade products are not necessarily manufacturing faults.

If a very specific colour or finish is important to you, please contact us before ordering.

9. Change of Mind

Country Scene Saddlery & Pet Supplies does not generally offer refunds or exchanges for change of mind.

This includes situations where a customer:

Changes their mind
Finds the product cheaper elsewhere
No longer wants the product
Orders the wrong size
Chooses the wrong colour
Orders the incorrect product
Finds another item elsewhere
Does not read the product description before ordering
Decides the product is no longer required

Please choose carefully and contact us before purchasing if you require assistance.

This change-of-mind policy does not affect your rights where Australian Consumer Law applies.

10. Pre-Order & Custom Order Cancellations

Pre-order, custom-made, handmade, imported, supplier-direct and specially ordered products can involve costs being committed immediately after an order is received.

Once an item has been:

Ordered from our supplier
Secured for you
Customised
Entered production
Manufactured
Imported
Packed
Dispatched or shipped

a cancellation or change may not be possible simply because the customer changes their mind.

If you request cancellation, we will review the circumstances, including the particular product, supplier status and costs already committed.

Where appropriate and available, we may offer a discretionary alternative such as:

Store credit
Gift voucher
Alternative product
Exchange for an available product

Any such alternative is subject to approval.

Custom-made products and saddles may be excluded from discretionary exchanges, credits or vouchers.

Nothing in this section limits rights available under Australian Consumer Law.

11. Faulty, Damaged or Incorrect Products

If you believe an item is faulty, damaged, incorrect or materially different from its description, please contact Country Scene Saddlery & Pet Supplies as soon as reasonably possible.

Please provide:

Your order number
A description of the problem
Clear photographs where appropriate
Video where appropriate
Any additional information reasonably required to assess the product

Please contact us before returning the product so we can provide appropriate instructions.

Where Australian Consumer Law applies, the appropriate remedy will depend on the circumstances and nature of the problem.

Nothing in our change-of-mind, custom-order or pre-order policies removes your rights under Australian Consumer Law.

Email: countryscene7767@gmail.com

12. Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Products sold to consumers come with consumer guarantees.

Depending on the circumstances and whether a problem is major or minor, a customer may be entitled to a repair, replacement, refund or another remedy.

Our policies regarding:

Change of mind
Custom orders
Pre-orders
Saddles
Saddle fit
Special orders
Manufacturing timeframes

operate in addition to your legal rights and are not intended to remove them.

13. Returns

Please contact Country Scene Saddlery & Pet Supplies before returning any item.

Do not send a product back without first contacting us and receiving return instructions.

For an approved discretionary return that does not arise from rights under Australian Consumer Law:

Return postage may be the customer's responsibility
The product must be returned in the condition agreed with us
Original packaging may be required
Supplier return conditions may apply
A reasonable restocking fee may apply where appropriate and disclosed

Restocking fees will not be charged where doing so would be inconsistent with Australian Consumer Law.

Where return costs are required to be met by the seller under Australian Consumer Law, they will be handled accordingly.

Email: countryscene7767@gmail.com

14. Refund Processing

Where a refund is approved, Country Scene Saddlery & Pet Supplies will process the refund using the original payment method wherever reasonably possible.

Once we process a refund, the time taken for the funds to appear in your account is determined by your bank or payment provider.

Payments made through third-party providers such as Afterpay, Zip, PayPal or similar services may also be subject to that provider's processing procedures and timeframes.

A refund being approved does not mean the funds will appear in the customer's account immediately.

15. Shipping & Delivery

Orders may be dispatched:

From Country Scene Saddlery & Pet Supplies
Directly from an Australian supplier
Directly from an international supplier where arranged
To us first and then forwarded to the customer

Tracking will be provided where available.

Please remember that order processing time, manufacturing time and freight transit time are different.

If you require:

Express freight
Delivery by a particular date
An urgent order
Confirmation that the item is currently available

please contact us before placing your order so we can check what is reasonably possible.

16. Delivery Problems

If your parcel arrives damaged, is missing items or appears to have been lost in transit, please contact us as soon as reasonably possible.

Please retain all packaging and provide photographs where requested, as these may be required to investigate the matter with the freight company or supplier.

We will work with the relevant carrier or supplier where necessary.

Nothing in this section limits your rights under Australian Consumer Law.

Email: countryscene7767@gmail.com

17. International Orders, Customs & Import Charges

International customers should contact us for a freight quote where international shipping is not automatically available through checkout.

Customers purchasing outside Australia are responsible for checking the import requirements of their destination country.

Unless otherwise stated, the customer is responsible for customs charges, import duties, taxes, brokerage fees or other government charges imposed by the destination country.

Country Scene Saddlery & Pet Supplies cannot control or predict these charges.

If a parcel is refused because customs, duties, taxes or import charges have not been paid, any refund or credit will be assessed after applicable freight, return freight and non-recoverable costs have been determined, subject to applicable law.

For international shipping enquiries:

Email: countryscene7767@gmail.com

18. Payments

Orders must be paid using one of the payment methods made available by Country Scene Saddlery & Pet Supplies.

Custom-made products and custom saddles may require full payment before production begins, unless another arrangement has been agreed with us in writing.

Where a third-party payment provider is used, the customer's agreement with that payment provider also applies.

An order may be subject to supplier availability confirmation.

19. Pricing, Product Information & Availability

We make reasonable efforts to ensure prices, product descriptions and availability shown on our website are accurate.

However, supplier prices, exchange rates, freight costs, specifications and availability can change.

Photographs supplied by manufacturers may also occasionally differ slightly from current production or supplier batches.

If an obvious pricing, listing or availability error occurs, we may contact the customer before processing the order.

If we genuinely cannot supply an ordered product, we will contact the customer to discuss appropriate options.

These may include an alternative product, store credit where accepted by the customer, or a refund where appropriate.

Nothing in this section limits rights available under Australian Consumer Law.

20. Manufacturer Warranties & Guarantees

Some products and saddle brands include additional manufacturer warranties, guarantees or fitting programs.

These may have their own conditions, exclusions, registration requirements and claim procedures.

Manufacturer warranties are additional to your rights under Australian Consumer Law.

If you believe a product purchased from Country Scene Saddlery & Pet Supplies has a genuine fault, please contact us first.

We may need to obtain information, photographs or other evidence and may work with the manufacturer or supplier when assessing the problem.

We will not require you to give up rights available against Country Scene Saddlery & Pet Supplies under Australian Consumer Law simply because a manufacturer warranty also exists.

Email: countryscene7767@gmail.com

21. Communication & Order Updates

We understand that customers may want updates while waiting for pre-orders, imported items and custom-made products.

We will provide the information available to us and follow up with suppliers where appropriate.

There may be periods during manufacturing or international supply where the manufacturer or supplier has no new information or revised timeframe available.

During these periods, repeated enquiries may result in the same information being provided until the supplier gives us a further update.

This does not mean your order has been forgotten.

We will continue to follow up where reasonably required and provide new information when it becomes available.

22. Respectful Communication

Country Scene Saddlery & Pet Supplies is committed to treating our customers respectfully and we ask that customers communicate with us respectfully in return.

We do not tolerate:

Threatening behaviour
Abusive communication
Harassment
Personal attacks
Aggressive behaviour toward staff, suppliers or representatives

Where communication becomes abusive, threatening or harassing, we may require further communication to be made in writing or take reasonable steps to protect our staff and business.

Customers remain free to make genuine complaints and provide honest, fair and factual feedback about their experience.

Nothing in this section affects our obligation to appropriately deal with an existing order, complaint or any rights available under Australian Consumer Law.

23. Please Check Before Ordering

Please contact us before placing your order if:

You require an item urgently
You need delivery by a particular date
You are uncertain about saddle sizing
You require a particular saddle specification
You need a particular colour
You want confirmation that an item is physically in Australia
You want us to check USA or supplier stock
You do not want to wait for a pre-order
You have questions about a custom-made product
You are unsure which saddle quality or price level best suits your expectations

We would much rather check the information for you before an order is processed.

Email: countryscene7767@gmail.com

24. Acceptance of These Terms

By placing an order with Country Scene Saddlery & Pet Supplies after being provided access to these Terms & Conditions, you acknowledge that you have had the opportunity to read and understand the conditions applying to your purchase.

These Terms & Conditions should be read together with any specific information provided on:

The individual product page
Your invoice
A custom-order form
Written correspondence relating to your order
Manufacturer specifications relevant to the product

Nothing in these Terms & Conditions is intended to exclude, restrict or modify rights that cannot lawfully be excluded under Australian Consumer Law.

If you do not agree with these Terms & Conditions, please do not place an order.

Country Scene Saddlery & Pet Supplies

Trusted Australian small business since 2001

Questions before ordering?

Email: countryscene7767@gmail.com

We are here to help — if you are unsure, please contact us before placing your order.