Supplier-Ordered Products β Returns, Faults & Order Terms
Country Scene Saddlery sells a range of products that may be ordered in from Australian suppliers, shipped direct from a supplier, or supplied through our supplier network.
These terms apply to selected supplier-ordered products and are to be read together with our full Terms & Conditions, Pre-Order Policy, Shipping Policy, and Refund Policy.
Please Choose Carefully Before Ordering
Country Scene Saddlery does not offer refunds, exchanges, or store credits for change of mind.
This includes, but is not limited to:
- ordering the wrong size
- selecting the wrong colour, style, or product
- deciding the item is no longer needed
- finding the item cheaper elsewhere
- delays where the order is already in progress with the supplier
- incorrectly measuring or choosing the wrong fit for your horse
- simply changing your mind after placing the order
Please check all product details carefully before ordering. If you are unsure about sizing, colour, availability, or suitability, please contact us before placing your order.
Order Details & Customer Information
When placing an order, you agree to provide accurate and complete information, including your name, delivery address, email address, and phone number.
Country Scene Saddlery is not responsible for delays, failed delivery, additional freight costs, or lost parcels caused by incorrect or incomplete customer information.
If an order is being sent to another person as a gift or on your behalf, you are responsible for ensuring their delivery and contact details are correct and that you have permission to provide those details.
Order Acceptance & Supplier Availability
Submitting an order through our website does not always mean the item is immediately available or confirmed with the supplier.
Some supplier-ordered products may be subject to stock availability, supplier confirmation, freight availability, price changes, or minimum order requirements.
If an item cannot be supplied, Country Scene Saddlery will contact you as soon as practical. If we cannot fulfil the order, any payment made for that unavailable item will be refunded.
Cancellations & Changes After Ordering
Please check your order carefully before submitting it.
Once your order has been placed, changes or cancellations may not be possible, especially where the order has already been sent to the supplier, packed, shipped, custom ordered, or processed.
Any request to change or cancel an order will be reviewed by Country Scene Saddlery on a case-by-case basis, but approval is not guaranteed.
Faulty, Damaged, or Incorrect Goods
If you believe an item is faulty, damaged, or incorrect, please contact Country Scene Saddlery as soon as possible after receiving your order.
Please email us with:
- your order number
- clear photos or videos of the issue
- a description of the fault or concern
- photos of the packaging if the item arrived damaged
- any other information requested to help assess the issue
Do not return any item without contacting us first.
In some cases, the item may need to be returned for assessment before a remedy can be confirmed.
Assessment of Faults
Returned goods may need to be assessed by Country Scene Saddlery, the supplier, manufacturer, or distributor before a decision can be made.
This assessment may consider whether the item has a genuine manufacturing fault, has been damaged in transit, has been used incorrectly, has been altered, has normal wear and tear, or has been used for a purpose it was not intended for.
Please allow reasonable time for assessment. Some supplier or manufacturer assessments may take up to 30 days from the date the goods are received for assessment.
Where supplier-ordered products are involved, Country Scene Saddlery may be required to refer the matter to the relevant supplier, manufacturer, or distributor for assessment and approval before a remedy can be confirmed.
Supplier and manufacturer assessment timeframes, decisions, replacement availability, repair options, and credit approvals may be outside the direct control of Country Scene Saddlery.
Country Scene Saddlery will assist customers through this process and will provide any remedy required under Australian Consumer Law once the matter has been assessed.
Goods Must Be Returned in Suitable Condition
Where a return has been approved for assessment, goods must be returned clean, dry, and safely packaged.
Where possible, items should be returned with original packaging, tags, labels, invoices, and any included accessories.
Goods that are returned dirty, used in a way that prevents fair assessment, damaged due to poor packaging, or incomplete may be rejected or may delay the assessment process.
Return Freight
For approved faulty, damaged, or incorrect item claims, return freight arrangements will be advised by Country Scene Saddlery.
For items found not to have a manufacturing fault, or where the issue is due to incorrect sizing, incorrect ordering, misuse, unsuitable use, or change of mind, any return freight or re-delivery costs will be the customerβs responsibility.
Country Scene Saddlery is not responsible for items lost or damaged while being returned by the customer. We recommend using tracked postage and suitable packaging.
Items Not Collected or Not Claimed
If an item is returned to us or a supplier and is found not to be faulty, or if a return is rejected, the customer will be responsible for any freight costs to have the item sent back.
If the item is not claimed or return freight is not paid within 30 days of being notified, the item may be treated as abandoned. No refund, exchange, or store credit will be issued for abandoned goods.
Sale, Clearance & Limited Stock Items
Sale, clearance, discontinued, end-of-line, special order, and limited stock items cannot be returned for change of mind.
However, your rights under Australian Consumer Law still apply if the item has a genuine fault, major failure, or does not meet consumer guarantees.
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.
If a product has a genuine manufacturing fault, major failure, is unsafe, is significantly different from the description, or does not meet consumer guarantees, the matter will be assessed and an appropriate remedy will be provided in accordance with Australian Consumer Law.
Depending on the issue, this may include a repair, replacement, refund, or another remedy required by law.
Country Scene Saddlery reserves the right to assess the item before providing a remedy.