Terms & Conditions, Pre-Orders, Returns & Important Ordering Information

We aim to be clear, upfront, and fair with all customers.

We are here to help and ask that all communication remains respectful.

 

The following terms outline how Country Scene Saddlery & Pet Supplies operates, including ordering, stock availability, pre-orders, custom-made items, shipping, returns, refunds, warranties, and customer communication.

Please read this information carefully before placing an order. If you have any questions, please contact us before ordering — we are always happy to help.

Saddles — No Refunds for Fit, Colour Choice, Change of Mind or Timeframes

Important Information Before Ordering

You must be 18 years of age or older to use this website and place an order.

Country Scene Saddlery & Pet Supplies sells a wide range of products, including in-stock items, supplier-direct items, pre-order products, imported items, handmade products, custom-made saddles, and custom-made tack.

Some items are not off-the-shelf products. Custom-made, handmade, imported, supplier-direct, and specially ordered items may require additional time for ordering, production, processing, freight, or delivery.

Custom-made products are made to order and are not mass produced. Production timeframes may vary depending on the product, supplier, materials, manufacturing schedules, freight, and other circumstances outside our control.

By placing an order, you acknowledge and accept these terms, including possible delays.

If you are not comfortable with possible delays or custom-made timeframes, please do not place a pre-order, custom order, handmade order, imported order, supplier-direct order, or specially ordered item. You are welcome to contact us first to discuss alternative similar products that may be available.

Important Saddle Notice

Please choose carefully before ordering a saddle.

We are here to help and ask that all communication remains respectful.

 

Country Scene Saddlery & Pet Supplies does not refund, exchange, or cancel saddle orders due to incorrect fit, change of mind, colour choice, ordering mistakes, customer measurements, horse shape, rider preference, or delays/timeframes.

Saddles are specialised items and may be custom-made, handmade, imported, supplier-direct, pre-ordered, or specially secured for each customer.

We are not qualified saddle fitters and cannot guarantee saddle fit for any horse or rider. Any saddle choice, measurements, photos, back traces, fitting advice, or third-party advice provided to us remain the responsibility of the customer.

Australian Consumer Law still applies. If a saddle has a genuine manufacturing fault, major failure, or does not meet consumer guarantees under Australian Consumer Law, the matter will be assessed and an appropriate remedy will be provided in accordance with the law.

Stock Availability, Australian Stock & International Products

We are here to help and ask that all communication remains respectful.

 

We offer products that may be:

• In stock with us in NSW
• In stock with Australian suppliers
• In stock with international suppliers
• Available for pre-order
• Made to order
• Custom made
• Supplier-direct
• Imported on request

Some products are sent directly from our supplier to you. Other products may be sent to our shop in NSW first before being forwarded to you.

Please allow time for order processing, supplier confirmation, packing, dispatch, and tracking numbers.

If you need an item urgently  WE NEED TO KNOW PROIR TO PROCESSING THE ORDER SO WE CANT CHECK WE CAN SUPPLY  or  if would like express shipping, please contact us before ordering so we can check availability and provide a quote.

Email: countryscene7767@gmail.com

Pre-Order Information

We are here to help and ask that all communication remains respectful.

 

Pre-order items are products that may not be currently in stock with us or may need to be ordered from our supplier, imported, handmade, or manufactured.

Some pre-order items may be available quickly, while others may take longer depending on supplier stock, freight, manufacturing timeframes, or minimum order requirements.

USA supplier orders may be subject to order limits or minimum order requirements that need to be reached before the order can proceed. This may result in longer timeframes.

Estimated timeframes or ETAs may be available prior to ordering. Please contact us if you would like us to try to obtain an ETA before you place an order.

All ETAs are estimates only and may change.

Supply, Production & Custom Order Notice

We are here to help and ask that all communication remains respectful.

 

We are aware that some previous orders have experienced extended timeframes and delays.

Due to ongoing supply constraints, longer manufacturing times, supplier delays, freight delays, material availability, and administrative circumstances, some products — particularly custom-made items and saddles — may continue to be affected.

We have taken steps to improve turnaround times by sourcing alternative materials and working with additional suppliers where possible. While this may help minimise delays, some timeframes may still be impacted.

Custom-made products, including saddles and tack, are made to order and require additional time for production. By placing an order, you acknowledge and accept these timeframes.

We appreciate your patience and understanding and will always do our best to have your items completed and delivered as quickly as possible.

Communication & Updates

We are here to help and ask that all communication remains respectful.

 

We aim to provide clear and timely communication at all stages of an order.

However, there may be periods where no new information or revised timeframe is available. Customers are welcome to contact us during trading hours for follow-up, and we will provide any information available at that time.

Repeated contact may not result in additional updates if no new information exists. A lack of new information does not mean a lack of effort or care.

We will continue to follow up where required and provide updates when they become available.

Cancellations, Changes & Refund Requests

We are here to help and ask that all communication remains respectful.

 

Please choose carefully before placing your order.

Pre-order, custom order, handmade, supplier-direct, imported, specially ordered items, and saddles are generally not eligible for change-of-mind refunds, exchanges, cancellations, or changes once your order has been placed, processed, secured, ordered, customised, imported, packed, shipped, or production has commenced.

This includes situations where a customer:

• No longer wishes to wait
• Changes their mind
• Finds another item elsewhere
• Orders the wrong size
• Chooses the wrong product
• Chooses the wrong colour
• Decides they no longer want the product
• Did not read the product information or terms before ordering

Once your order has been placed with us or our supplier, costs may already be committed and cancellation may not be possible.

As pre-order items are often secured or made specifically for you, cancellations, changes, or refunds may not always be possible once your order has been placed.

In some cases, Country Scene Saddlery & Pet Supplies may consider a cancellation or refund request. However, all requests must be reviewed first, and approval is not guaranteed.

Each request will depend on the item, supplier status, whether the order has already been processed, made, customised, imported, packed, shipped, or committed to by the supplier.

Refunds will not be automatically issued simply because a pre-order item is taking longer than expected, provided the item is still able to be supplied and the delay does not amount to a major failure under Australian Consumer Law.

Where delays occur and no revised timeframe is available, customers may choose to continue waiting for the order to proceed or discuss alternative products where available.

We aim to act reasonably and in good faith to resolve delays fairly.

Saddles — No Refunds for Fit, Colour Choice, Change of Mind or Timeframes

Please choose carefully before ordering a saddle.

We are here to help and ask that all communication remains respectful.

 

Saddles are specialised items and are generally ordered, imported, handmade, custom-made, supplier-direct, or specially secured for each customer.

For this reason, Country Scene Saddlery & Pet Supplies does not offer refunds, exchanges, or cancellations on saddles for:

• Change of mind
• Incorrect saddle fit
• Horse shape or rider fit issues
• Ordering the wrong size
• Choosing the wrong colour
• Colour variations between photos, screens, leather, hides, tooling, or supplier batches
• Deciding the saddle is no longer suitable
• Finding another saddle elsewhere
• Not wanting to wait
• Estimated timeframes
• Supplier delays
• Freight delays
• Manufacturing delays
• Pre-order delays

All saddle purchases are made at the customer’s own responsibility.

We are happy to assist with general guidance, photos, measurements, supplier information, and available fitting guides where possible. However, Country Scene Saddlery & Pet Supplies is not a qualified saddle fitter and cannot guarantee saddle fit for any horse or rider.

Back traces, measurements, photos, templates, or fitting advice supplied by the customer, a saddle fitter, or any third party remain the responsibility of the customer.

Country Scene Saddlery & Pet Supplies accepts no responsibility for incorrect measurements, incorrect fitting advice, unsuitable saddle choice, colour choice, customer ordering errors, rider preference, or changes in the horse’s shape after ordering.

Some saddle brands may offer their own manufacturer warranty, fitting guide, or guarantee. Any such warranty or guarantee is provided by the manufacturer and is subject to the manufacturer’s own terms and conditions.

This saddle policy does not exclude, restrict, or modify your rights under Australian Consumer Law. If a saddle has a genuine manufacturing fault, major failure, or does not meet consumer guarantees under Australian Consumer Law, the matter will be assessed and an appropriate remedy will be provided in accordance with the law.

By placing a saddle order, you acknowledge that you have read, understood, and accepted this saddle policy.

Alternatives Where Available

Where suitable and approved by Country Scene Saddlery & Pet Supplies, we may offer an alternative option such as:

• Gift voucher
• Store credit
• Exchange for an in-stock product
• Alternative product suggestion

Please note: these alternatives generally exclude saddles and custom-made items unless specifically approved.

Australian Consumer Law

Nothing in these terms limits, excludes, restricts, or modifies your rights under Australian Consumer Law.

Under Australian Consumer Law, you may be entitled to a repair, replacement, refund, or other remedy if a product has a major fault, is not of acceptable quality, does not match its description, or is not fit for its intended purpose.

Custom-made items and saddles are generally not eligible for refunds, exchanges, or cancellations for change of mind, incorrect sizing, ordering the wrong product, colour choice, saddle fit, rider preference, or delays that do not amount to a major failure under Australian Consumer Law.

If a custom-made product or saddle has a manufacturing fault or does not meet consumer guarantees under Australian Consumer Law, the matter will be assessed and an appropriate remedy will be provided in accordance with the law.

Each request is assessed on a case-by-case basis.

Returns 

Please contact us before returning any item.

Do not return items without approval.

Note: Some of our suppliers will have different time frames.

 

10 days to 30 days.

Where a return is approved, it is the buyer’s responsibility to pay all costs related to shipping the goods back, unless otherwise required under Australian Consumer Law.

Restocking fees may apply where permitted and where relevant to the item, supplier, or circumstances.

Items must be returned in approved condition and within the agreed timeframe.

Saddle Brands, Fitting Guides & Manufacturer Guarantees

Some saddle brands may have their own manufacturer guarantees, warranty terms, or fitting guides. These are offered by the manufacturer and not by Country Scene Saddlery & Pet Supplies.

Refund Processing Time
Where a refund has been approved, Country Scene Saddlery will process the refund back to the original payment method used at checkout. Once processed on our end, refunds generally take 5–10 business days to appear in your account, depending on your bank or payment provider.

Payments made through third-party providers such as Afterpay, Zip, PayPal, or similar services may take longer and are subject to that provider’s processing times.

Please note, a refund being approved does not mean the funds will appear instantly. Once the refund has been processed by us, the timing is outside our control.

Some examples may include:

Syd hill 

Southern Cross has a 30 day Guarantee.

HA BRANDS Cashel, Classic Equine 

• JT INTERNATIONAL

• Other saddle Bands Showman-Double T

• NOTE Please read Terms and Conditions 
• SEE MORE 

Please refer to the relevant manufacturer’s warranty, guarantee, fitting guide, or product information where applicable.

Policy Revision:

We reserve the right to revise our returns policy at any time without prior notice. Any changes to the policy will be updated on our website.

Warranty Information

Some saddles or products may be covered by a manufacturer’s warranty.

Any warranties that may apply are provided solely by the manufacturer. Responsibility for warranty terms, coverage, claims, and service rests with the manufacturer, not Country Scene Saddlery & Pet Supplies, unless otherwise required by Australian Consumer Law.

Warranty questions or claims may need to be directed to the manufacturer.

Manufacturer warranties operate in addition to your rights under Australian Consumer Law.

Customs, Duties & Import Charges Policy

Customers are responsible for all customs, duties, taxes, import fees, and any additional charges incurred on international orders.

Country Scene Saddlery & Pet Supplies has no control over these charges and cannot predict what they may be, as customs policies vary widely by country.

Any fees charged by customs, courier services, or local authorities are the responsibility of the customer and must be paid to receive the order.

We are not liable for delays, additional costs, refused shipments, or returned parcels due to unpaid customs or import charges.

If an order is refused or returned due to unpaid fees, original shipping costs and any return shipping costs will not be refunded, unless otherwise required by law.

By placing an international order, you acknowledge and accept responsibility for any applicable customs, duties, taxes, or import charges.

Respectful Communication

We are here to help and ask that all communication remains respectful.

We do not tolerate abusive, threatening, harassing, aggressive, defamatory, or misleading behaviour. This includes aggressive messages, personal attacks, repeated unreasonable contact, or false or misleading reviews.

Where communication or reviews are considered abusive, misleading, or defamatory, Country Scene Saddlery & Pet Supplies reserves the right to cease communication, restrict access to services, request removal of content, or seek legal advice where required.

This does not limit a customer’s right to leave honest, fair, and factual feedback.

“We do not tolerate abusive behaviour — we’re here to help 😊”

If You Do Not Agree

If you do not agree with these terms, please do not place an order.

By placing an order with Country Scene Saddlery & Pet Supplies, you acknowledge that you have read, understood, and accepted these terms and conditions.

Helpful Links & Information

Please also read our:

• About Us
• Terms and Conditions 
• Stock Availability Notice
• Pre-Order info
• Additional Information
• Return & Refund Policy
• Warrenties 
• Privacy Policy
  
  
  
  

Contact Us

Remember 

We are here to help and ask that all communication remains respectful.