Returns

Our Returns Policy

If you are not completely happy with your purchase, please read our returns policy and conditions carefully to ensure you are eligible to return your purchase and receive an exchange, refund or store credit.

Faulty Products

If you have received a faulty or incorrect item, please email us at voxxequine@gmail.com immediately so we can resolve this for you as soon as possible.

We will offer a refund, store credit or replacement on any item purchased from VOXX Equine if your purchase:

• Has a genuine manufacturing fault; and/or,
• Does not correspond with descriptions given to you,
• You received an incorrect item.

Please note any refund for a faulty product  must be credited to the original card or account used at the time of purchase.

If your preference is an exchange of product, but we do not hold stock of the same product or size, we are able to offer you a refund or a store credit to the value of the original purchase price.

Outside the above timeframe, our goods come with guarantees that cannot be excluded under the Australian consumer law.

You are entitled to:

• A replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage; or
• Have the goods repaired or replaced if the goods fail to be of acceptable quality and the fault does not amount to a major failure.

A faulty item claim must be made within a reasonable time of receiving the goods. For faulty products please email your contact details with a description of the fault and photographs of your fault to voxxequine@gmail.com Please include your original invoice number. We aim to respond to your email within 2 -5  business days.

If a fault does not amount to a major failure, we are entitled to elect between providing you with a repair, replacement or other remedy.

Timeframes for Returns

For products other than faulty products, to be eligible for a return of your product, you must ensure the product is returned to us:

• For orders shipped within Australia, 14 days of the goods being delivered to you; or
• For orders shipped outside Australia, 28 days of the goods being delivered to you.

Wrong Size or Change of Mind

Subject to compliance with the above timeframes for returns, we will offer a store credit (we do not offer exchanges. However, we will provide a store credit to purchase another size or item) for a change of mind or for incorrect sizing if:

• The product  has not been used, altered and/or washed and is in pristine condition so that it can be re-sold.
• The product  has not been damaged whilst in the customer's possession or during delivery.
• The customer has proof of the product purchase.

Other than faulty goods, once we receive your return and subject to the conditions above, we will issue you a store credit covering the cost of the item, excluding the shipping charges.

We aim to process your return and send your store credit within 2 - 5 business days of receiving and inspecting your returned item.

Unless your VOXX Equine items are faulty or you receive the incorrect product: 

• We do not offer exchanges. If you have returned your product due to a change of mind or incorrect sizing, you can purchase the product in your required size (or other product) using your store credit.
• We cannot hold items for exchange while we wait for your item to be returned.
• Sale items can only be returned if they are faulty.

Sending Your Return

Click here to download our returns form

We strongly recommend obtaining/recording tracking on your return parcel, as we cannot process a return without physical goods or proof of delivery. Please make sure you include the returns form with your return item(s). This is so that we can identify who the return is coming from. 

Return Processing Timeframe

We aim to process returns within 2 business days of your parcel showing as delivered to our warehouse, however we ask to please allow up to 5 business days in the case of higher volumes.

Rejected Returns

It is the customer's responsibility to ensure that their return meets the above requirements.

If a return is received and not approved through quality control, we will contact the customer immediately and provide more details as to the rejection.

The customer will be given the option to pay for the goods to be returned to them or for the goods to be destroyed, as they are not fit for re-sale.

Store Credit

The default resolution for returns due to sizing or change of mind is store credit gift card, which can be applied on a new order but not to an existing or previous order. All gift cards have an initial validity period of 36 months, however can easily be extended if unused in that timeframe.

In accordance with Australian Consumer Law, we are not required to offer a refund for sizing or change of mind on returns, which is applicable across all payment methods, including AfterPay.

For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

If we have misrepresented the product or provided an incorrect description, you have the right to ask for your choice of a replacement product, a store credit, or refund.

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

If you have any further queries please do not hesitate to contact us at voxxequine@gmail.com

Much love,  the Team at VOXX Equine