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, resalable condition with original packaging and labels.

How to Request a Return or Exchange

  1. Submit your Return or Exchange Request HERE

  2. Follow the return instructions. Once received and checked, you will be issued store credit within 48 hours.

Important Information

  • Change of mind returns: Eligible for store credit. Store Credit does not expire.

  • Cash Refunds: Only issued if the item is faulty, damaged, or if the item you ordered is out of stock.

  • Gift cards: Non-returnable and non-refundable.

  • Proof of purchase: A receipt or order confirmation is required for all returns.

You are responsible for the shipping costs of returning your item. Shipping costs are non-refundable.

Saddle Refund Policy

At NZ Tack Saddlery Co, we know finding the perfect saddle is essential for both horse and rider. That’s why we offer a Saddle Trial Service to give you peace of mind before committing to your purchase.

How the Trial Works

  • You purchase your saddle at full price.

  • For example, if your chosen saddle costs $1,999, you will be charged $1,999 at checkout.

  • We then send you a trial saddle, complete with a full set of gullets, so you can test the fit on your horse.

  • If you’re happy with the fit and feel, we will swap the trial saddle for your brand new saddle at no additional cost.

If the Saddle Does Not Fit

  • If the trial saddle doesn’t work out, we will refund you $1,900.

  • The $99 deduction covers:

    • The use of the trial saddle (including full gullet set)

    • Shipping both ways

    • Payment processing/card fees

Important Notes

  • Once the new saddle has been sent to you (after the trial), it is considered a final sale and is non-returnable.

  • Saddles must be trialled with care. Please use a clean saddle cloth and take reasonable steps to avoid unnecessary marks or wear.

  • For expert fitting support, view our list of Approved Saddle Fitters in New Zealand

👉 Example: You pay $1,999 upfront.

  • If the saddle is kept: you receive your new saddle (non-returnable).

  • If the saddle doesn’t fit: you are refunded $1,900 ($1,999 – $99 fee).

Warranty

NZ Tack Rugs

We stand by the quality of our NZ Tack rugs and offer a 1-year warranty covering:

  • Waterproofing of fabric

  • Hardware integrity

  • Stitching

⚠️ Please note: While our rugs are designed to be waterproof, we cannot guarantee 100% waterproofing at gussets and seams.

Other Brands

All other brands stocked by NZ Tack Saddlery are covered under their own manufacturer warranties.

If you believe an item is faulty (NZ Tack or other brands):

  • Email us at sales@nztack.co.nz with detailed photos of the fault.

  • Claims without photographic evidence cannot be accepted.

Store Credit

  • Store credit will be issued once your return is received and inspected.

  • Credit will be applied to your customer account and can be used towards future purchases.

  • Store credit does not expire.

Additional Notes

  • Partial store credit may be granted if an item is returned in a condition not due to our error (e.g. missing parts, signs of use, or damage).

  • Items returned more than 30 days after delivery are not eligible.

  • Shipping times for exchanged products may vary depending on your location.