Returns Policy


Returns & Refunds

We want you to love every piece you receive from Completely Equine. If something isn’t right, we’re here to help.

Returns

You have 14 days from delivery to request a return. Items must be:

  • Unworn, unused, with tags attached
  • In original packaging
  • Returned with proof of purchase

To start a return, please email hello@completelyequine.com.au. Returns must be approved prior to sending—items returned without approval will not be accepted.

Return address:
Completely Equine
Unit 4, 33–35 Pikkat Drive, Braemar NSW 2575

Return shipping:
Return shipping for incorrect, faulty, or damaged items will be covered by us. All other returns must be covered by the customer.

Items that are packaged must be returned in their original packaging, undamaged.

Boxed items must be returned in their original presentation boxes and wrapped in an outer protective wrap.

DO NOT:

  • Damage the box itself.
  • Write on any boxed item.
  • Stick tape directly onto any boxed item.
  • Stick postage labels directly onto any boxed item.

Your return may be rejected and/or additional fees will be charged if the box or item is damaged.

 

If all conditions are not met, your return will not be accepted back or additional fees may be charged.

We will not be held responsible for the loss or damage of your return during transit.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 10 business days (excluding original shipping costs). Please allow additional time for your bank or payment provider to process the transaction.

If your refund has not appeared after 15 business days, please contact us.

Fees, Special Orders & Supplier Items

  • Orders paid via Afterpay or Zip incur a 6% processing fee on refunds
  • Items ordered in from suppliers (non–special order items) may be subject to a 20% restocking fee for change-of-mind returns
  • Special order or custom items require a 60% non-refundable deposit and cannot be cancelled, returned, or refunded once confirmed

Exchanges

We’re happy to offer exchanges on eligible items. Please contact us to arrange an exchange.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of receiving your order where possible, so we can assess the issue and assist you promptly.

If a product develops a fault after use that is not due to misuse or normal wear and tear, we will assess the issue in accordance with the Australian Consumer Law and, where required, provide a repair, replacement, or refund.

Returns & Final Sale Items

  • Sale items are eligible for exchange only
  • Items discounted by 40% or more are final sale and cannot be returned or exchanged
  • Gift cards are non-returnable
  • Custom, personalised, perishable, and personal care items cannot be returned
  • Hazardous materials are not eligible for return

Some final sale items may include minor imperfections and are priced accordingly.

Safety Equipment

  • No change-of-mind returns
  • Size exchanges permitted
  • Must be unused, with tags and original packaging
  • EA tagged helmets are final sale

EU Orders

Orders shipped to the EU have a 14-day cooling-off period. Items must meet standard return conditions.