Refund policy
Returns & Refunds
We want you to be happy with your purchase. If you need to return an item, we offer 30-day returns on products that are in new, unused, and resalable condition with all original packaging, tags, and labels attached.
How to Request a Return or Exchange
- Submit your Return or Exchange Request HERE
- Follow the return instructions provided
- Once your return has been received and inspected, your store credit or approved refund (less applicable fees) will be processed within 48 hours
Important Information
Change of Mind Returns
Change of mind returns are eligible for:
- Full store credit, or
- A refund less a 10% processing & restocking fee
Store credit does not expire.
Refunds
Refunds are only issued if:
- The item is faulty or damaged
- The incorrect item was supplied
- Or the item ordered is unavailable or out of stock
Gift Cards
Gift cards are non-returnable, non-refundable, and cannot be exchanged for cash.
Proof of Purchase
A receipt or order confirmation is required for all returns, exchanges, and warranty claims.
10% Processing & Restocking Fee
The 10% processing & restocking fee covers non-refundable transaction, merchant, payment processing, and handling costs charged to us when your order is placed.
To avoid this fee, we also offer the option of:
- Full store credit, or
- An exchange
Customers are responsible for all return shipping costs unless the item is confirmed faulty or supplied incorrectly.
Original shipping costs are non-refundable.
Back Orders
We do not offer back orders on out-of-stock items.
If an item becomes unavailable after purchase, you will be contacted and offered:
- Store credit
- An alternative product
- Or a refund
Warranty
Under the New Zealand Consumer Guarantees Act, customers may be entitled to a repair, replacement, or refund for products that are faulty, damaged, or not fit for purpose.
If you have received a faulty item, please complete a Warranty Claim HERE.
Please note:
- Warranty claims may take up to 2 weeks to assess and process
- Clear photos showing the fault or damage are required before a claim can be reviewed
- Additional information may be requested where necessary to assist with the assessment process
Store Credit
Store credit:
- Is issued once returns have been received and inspected
- Is applied directly to your customer account
- Can be used towards future purchases
- Does not expire
Saddle Trial & Refund Policy
At NZ Tack Saddlery Co, we understand how important saddle fit is for both horse and rider. Our Saddle Trial Service gives you peace of mind before committing to your purchase.
How the Trial Works
- You purchase your saddle at full price upfront
- A trial saddle, including a full set of gullets, is sent for fitting and testing
- If the saddle is suitable, we will send your brand new saddle at no additional cost
Example:
If your saddle purchase is $1,999:
- You pay $1,999 upfront
- We send the trial saddle
- If approved, your new saddle is shipped to you
If the Saddle Does Not Fit
If the saddle is not suitable, the saddle must be returned in clean, undamaged condition.
You will receive a partial refund less:
- The saddle trial fee
- Shipping costs
- Payment processing and transaction fees
Example:
$1,999 purchase price
Less $99 saddle trial/service fee
Refund issued: $1,900
Important Saddle Trial Conditions
- Trial saddles must be used carefully with a clean saddle cloth
- Excessive wear, scratches, marks, hair build-up, or damage may result in additional charges
- Once a brand new saddle has been shipped following trial approval, the sale is considered final and non-returnable
For expert fitting support, view our list of Approved Saddle Fitters in New Zealand.
Additional Notes
- Partial store credit may be granted for items returned with missing packaging, signs of use, damage, or excessive wear
- Items returned more than 30 days after delivery are not eligible for return
- Shipping times for exchanged items may vary depending on your location