Refund, Return and Repair Policy for Online Purchases

You can shop with the confidence at Aitkens Saddlery knowing that if you are not completely satisfied with your purchase, you can simply return it and we will provide you with an exchange, refund or repair within the following guidelines.


We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from Aitkens Saddlery online, so you are familiar with our policy on refunds, returns, and repairs and your rights under the Australian Consumer Law.


This policy is applicable to purchases made from www.aitkenssaddlery.com


If you have any questions about this policy, please contact our friendy staff.


Return Location

All products can be returned in-store or by sending it to Aitken's Saddlery:

  • Aitken's Saddlery
  • Shop 6, 1 Bryants Road
  • Loganholme
  • Qld 4128

Please include a copy of your online tax invoice / receipt. We recommend sending returns via Registered Post as we do not accept responsibility for items lost or damaged in transit.

Proof of Purchase

Please note that all returns, refunds, exchanges or repair requests must be accompanied by proof of purchase. The accepted proof of purchase for online orders is a printed copy of the original tax invoice emailed to you upon the completion of your order.

Postage Costs

Postage costs will be reimbursed if a product is being retuned for the following reasons:

  • The wrong product has been sent - at the fault of Aitken’s Saddlery staff
  • The product is significantly different to what was displayed or described
  • The product is not doing what it is supposed to do
  • The goods are damaged in transit
  • A product is found to be faulty by the manufacturer/supplier and is within the warranty/guarantee period outlined by the products manufacturer

Any exchanged items will incur a postage charge; free postage only applies to the initial purchase.

Goods Damaged in Transit

We recommend you immediately inspect any goods that we (Aitkens Saddlery) ship to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.


If any goods arrive damaged, please contact our friendly staff as soon as possible. Aitken’s Saddlery will arrange for the goods to be returned to us offer you a replacement or refund at your discretion. Damaged goods must be returned in the condition received by you with all original packaging and accessories.

Change of Mind

If you have changed your mind about your purchase, Aitken's Saddlery will be pleased to offer you the choice of a refund, 100% store credit, or exchange (excluding postage) provided that:


  • You have produced satisfactory Proof of Purchase; and
  • The product is returned to Aitkens Saddlery within 30 days of goods received; and
  • The item is in re-saleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any), and the item is unworn, unused and as sold; and
  • The item is not a Special Exception (see below):

If you are unable to provide satisfactory Proof of Purchase, Aitken's Saddlery may, in its absolute discretion, provide you with an exchange to the current value of the item provided that:


  • The item is in re-saleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any), and the item is unworn, unused and as sold); and
  • Aitken's Saddlery can verify that the item was originally purchased from Aitken's Saddlery; and the item is not a special exception (see below).

Bonus Items and/or Bundled Items

All bonus items that come attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the recommended retail value of any such unreturned bonus or bundled item will be deducted from any refund, exchange, or in-store credit.

Special Exceptions

Please choose carefully. We do not offer exchange or refund on the following items unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of manufacturer's warranties or consumer guarantees or where otherwise required by law.


  • Aitken's Saddlery Gift vouchers
  • Custom made or special ordered products
  • Horse care items (any opened horse care products including but not limited to grooming, or vet products)
  • DVDs, computer software
  • Earrings for pierced ears
  • Safety equipment (including but not limited to helmets and body protectors)

Cancellation of order

If you wish to cancel your order please contact our Customer Service Team on (07) 3209 7506. No cancellation fees apply. Once an order has been dispatched it may not be cancelled and the item must instead be returned to the company according to guidelines outlined under change of mind.

Consumer guarantees

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from Aitken's Saddlery. Aitken's Saddlery will, at all times, honour its obligations under consumer guarantees in accordance with Australian Consumer Law.


We warrant that:

  • The product will be delivered undamaged in the quantities ordered; and
  • The product will conform to the manufacturer's latest published instructions as set out on the site or in our product material at the time of your order.

The product is intended to be used strictly in accordance with the manufacturer's latest published instructions as set out on the site or as on the product itself. It is your responsibility to ensure that you use the product strictly in accordance with those instructions.


If you wish to return an item that you believe is defective or otherwise in breach of your consumer guarantees, it may be necessary for the item to be returned to the manufacturer for assessment to determine whether or not you are entitled to an exchange, refund or repair. The product will need to be returned in its current within a reasonable time.


In order to provide you with any remedies for a faulty product, we may need your assistance and prompt provision of certain information regarding the product, including:

  • You specifying with reasonable detail the way in which it is alleged that the product is damaged or defective; and
  • You providing us with proof of purchase and such other information as we reasonably require.

If you would like us to repair, replace or provide a refund for the product, and we find that the product has:

  • Been misused, abused or subjected to neglect, improper or inadequate care, carelessness, damage or abnormal conditions; or
  • Been involved in any accident or damage caused by an incorrect attempt at modification or repair; or
  • Been dealt with or used contrary to our or the manufacturer's instructions for the product; or
  • Deteriorated through normal wear and tear, after delivery by us,

We may at our discretion decide not to repair, replace or refund you for the product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees and costs and charge this to your credit or debit card, or the payment details that you provided to us when you made your order, and, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.


For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au

Payment Method

We will refund using your original payment method. We will use reasonable endeavors to refund any money paid to us in respect of the product within five (5) Business Days. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund. Aitkens Saddlery is not liable with respect to any loss you or any third party might suffer as a result of any delay in processing your refund.