Refund policy

Returns & Exchanges

We want you to be happy with your purchase. If you need to return or exchange an item, we offer 30-day returns and exchanges on products that are in new, resalable condition with original packaging and labels.

How to Request a Return or Exchange

  1. Log in to your account HERE

  2. Select “Request Return” on the order you wish to return or exchange.

  3. Follow the return instructions provided and clearly note whether you would like a return (store credit) or an exchange.

    • If requesting an exchange, please specify the item you would like to receive instead.

Important Information

  • Change of mind returns: Eligible for store credit or exchange only.

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

  • Exchanges: Processed within 2 working days of receiving your return.

  • 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.

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.