RETURNS
If you are not perfectly happy with your choice of purchase, please email us at ashs_online@ashs.com.au or phone us on (02) 6545 1122 outlining why you wish to return your products. Once approval to return or exchange has been given, please post the goods in their original and un-used condtion to us within 14 days to: The Australian Stock Horse Society Ltd, 48 Guernsey Street, Scone NSW 2337.
To complete your return, please include a receipt or proof of purchase – please do not return your purchase to the manufacturer on the label (if applicable). You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Any refund or exchange will not be offered until Australian Stock Horse Society has received your returned goods into store for assessment. Return postage is your responsibility and any goods missing in transit, or not received by Australian Stock Horse Society, will be deemed to remain your property until receipted in store.
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund or exchange request. If a refund is approved, a credit will automatically be applied to the same credit card used for the original purchase, within 48 hours.
Goods that are returned due to change of mind, in a condition other than their original issue, or after the 14-day period will not be accepted, and any freight to return such goods to you will be the your responsibility – any non-accepted goods may be destroyed, with no credit offered, if not re-claimed by you within 30 days.
Be sure of your size before ordering, postage charges for returning incorrectly sized items, and re-posting correctly sized items are the responsibility of the customer.
FAULTY GOODS
If you deem your purchased product to be faulty, you will need to return the goods to Australian Stock Horse Society for assessment. Please email us at ashs_online@ashs.com.au or phone us on (02) 6545 1122 outlining the details of the fault.
To complete your return, please include a receipt or proof of purchase – please do not return your purchase to the manufacturer on the label (if applicable). You will be responsible for paying your own shipping costs for returning your item. If the returned goods are assessed as faulty, the cost incurred by you for return shipping will be added to your refund.
Please be aware that it is at the manuafacturer’s discretion as to whether an item is faulty, or if the item was misused in any way or used for a purpose for which it was not intended.
The Australian Stock Horse Society adheres to the returns and replacement guidelines and policies provided by the NSW Department of Fair Trading:
https://www.fairtrading.nsw.gov.au/buying-products-and-services/repairs,-replacements-and-refunds
https://www.fairtrading.nsw.gov.au/buying-products-and-services/guarantees,-contracts-and-warranties/warranties
Any goods returned to us may be forwarded to our suppliers for assessment. Please be aware this process can take up to 14 days after our receipt of these goods.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
DISPUTE RESOLUTION & CUSTOMER COMPLAINTS POLICY
The Australian Stock Horse Society aims to deliver an excellent online shopping experience and we are keen to receive feedback from you to help improve our service to you. To make an official complaint, simply email ashs_online@ashs.com.au with the subject “Complaint: For the attention of Management”. We take all complaints seriously, and you should expect a response from us within 5 business days, allowing time to investigate your complaint.
