SYD HILL Supplier-Ordered Products β Returns, Faults & Order Terms
Country Scene Saddlery sells selected products that may be ordered in from Australian suppliers, shipped direct from a supplier, or supplied through our supplier network.
This policy applies to selected supplier-ordered products and is 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
* incorrectly measuring or choosing the wrong fit for your horse
* delays where the order is already in progress with the supplier
* 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.
## Supplier-Ordered Products
Some products sold by Country Scene Saddlery are supplied through external suppliers, manufacturers, distributors, or stockists.
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 receive a product that you believe is faulty, damaged, or incorrect, please contact Country Scene Saddlery as soon as possible.
For selected supplier-ordered products, customers should notify Country Scene Saddlery within **7 days from the tracked date of delivery** if an item arrives faulty, damaged, or incorrect.
Please email us with:
* your order number
* clear photos or videos of the fault, damage, or issue
* photos of the packaging if the item arrived damaged
* a description of the problem
* any other information requested to help assess the claim
Do not return any item without contacting Country Scene Saddlery first. A return authorisation or supplier approval may be required before goods can be returned.
## 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.
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, freight 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.
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.
## Return Freight for Faulty or Damaged Items
Where a faulty, damaged, or incorrect item claim is accepted, Country Scene Saddlery or the supplier will advise the appropriate return shipping option.
Please do not send items back without approval, as unauthorised returns may not be accepted.
If the item is assessed and confirmed to have a genuine fault, damage, or error, an appropriate remedy will be provided in accordance with Australian Consumer Law. This may include a repair, replacement, refund, or other remedy required by law.
Where a refund or replacement is approved after assessment, processing may occur within **3 business days** after the returned item has been received and the fault or issue has been confirmed.
## Items Found Not to Be Faulty
If an item is returned and found not to have a manufacturing fault, or the issue is due to incorrect sizing, incorrect ordering, unsuitable use, misuse, wear and tear, 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.
## 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.