Return and Refund Policy
A legal disclaimer
Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law or any other applicable legislation.
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Except where required by law, XL EQUINE does not offer refunds or exchanges for change-of-mind purchases. Returns will only be accepted where products are faulty, damaged, incorrect, or where required under Australian Consumer Law.
This wording is clear, customer-friendly, and aligns with Australian Consumer Law while reinforcing your no change-of-mind policy.
Refund Policy - the basics
At XL EQUINE, we stand behind the quality of every product we supply. If your order arrives damaged, faulty, or incorrect, we'll work with you to resolve the issue as quick as possible. While we do not offer refunds or exchanges for change-of-mind purchases, we will always meet our obligations under Australian Consumer Law and are committed to providing fair prompt and professional customer service.
Damaged, Faulty, or Incorrect Products
If your order arrives damaged, faulty or you recieve the incorrect product, please contact XL EQUINE as soon as possible, preferably within 7 days of delivery.
To help us assess your claim, we request your order details along with clear photographs of the product and packaging. Where a product is confirmed to be damaged, faulty or incorrect, we will provide an appropriate remedy in accordance with Australian Consumer Law, which may include a replacement, refund or exchange.
Damaged, Faulty, or Incorrect Products
To maintain product quality, safety and hygiene, opened or used supplements cannot be returned or refunded unless they are faulty, damaged or otherwise covered by your rights under Australian Consumer Law.
How to Request a Return
If you need to request a return, replacement or refund, please contact XL EQUINE as soon as possible after receiving your order.
When contacting us please include:
- Your full name and order number (or proof or purchase)
- A brief description of the issue.
- Clear photographs of the product packaging, where applicable.
You can contact us via:
Email: conor@xlequine.com.au
Once we have reviewed your request, we will advies you of the next steps. Where your claim is approved, we will arrange an appropriate remedy in accordance with Australian Consumer Law, which may include a replacement, refund or exchange.