Terms and Conditions- 2026
Important Information (Please Read Before Ordering)
• Custom-made items are not eligible for change-of-mind refunds once production has commenced.
• All estimated timeframes (ETAs) are guides only and may change.
• All communication must remain respectful.
Please read the full policy below before placing an order.
Country Scene Saddlery & Pet Supplies sells a range of products, including custom-made saddles and tack. Some items are made to order and are not off-the-shelf products. These items require time to manufacture to ensure quality and workmanship, and production timeframes may vary.
Custom-made items are generally not eligible for change-of-mind refunds, exchanges, or cancellations once production has commenced. This does not affect your rights under Australian Consumer Law. If a custom-made product 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.
Estimated timeframes or ETAs may be provided upon request prior to ordering. All timeframes are estimates only and may change due to unforeseen or administrative circumstances. Delays can occur and do not, on their own, constitute 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, discuss alternative products where available, or request a refund prior to dispatch where appropriate. We aim to act reasonably and in good faith to resolve delays fairly.
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 indicate a lack of effort or care.
Nothing in these terms limits or excludes consumer guarantees under Australian Consumer Law. Under Australian Consumer Law, you may be entitled to a repair, replacement, or refund 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 are not eligible for refunds for change of mind, incorrect sizing, or delays that do not amount to a major failure under Australian Consumer Law. Each request is assessed on a case-by-case basis.
We are committed to resolving issues fairly and professionally and ask that all communication remains respectful. Abusive, threatening, harassing, or defamatory behaviour — including aggressive messages, personal attacks, or false or misleading reviews — is not acceptable. 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, and take appropriate steps to protect the business, including requesting removal of content or seeking legal advice where required. This does not limit a customer’s right to leave honest, fair, and factual feedback.
These terms and conditions operate alongside Australian Consumer Law and do not exclude, restrict, or modify the rights or remedies available to either party under the law. Both customers and Country Scene Saddlery & Pet Supplies retain their respective rights and obligations as permitted by 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 to us due to unpaid fees, original shipping costs and any return shipping costs will not be refunded.
By placing an order, you acknowledge and accept responsibility for any applicable customs or import charges.
Updated: 29 January 2026