Refund policy

Returns
We offer hassle free exchanges and returns on all orders provided that you return it within 30 days after receiving your order, the product and packaging is in its original condition and it was not a customised or clearance/sale item or a gift card.

Simply log into your customer account, select your order and complete the return request.

Unfortunately we cannot accept change of mind returns on customised products unless there is a manufacturing fault so please ensure you enter all details correctly and triple check spelling before placing your order. If you have any questions we are always happy to help prior to you placing your order!

Returns must be accompanied by your original order details and contact details. Please do not send or e-mail us credit card numbers or other sensitive information. We will contact you directly if clarification is required.

Please contact us prior to any returns to ensure a smooth process.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

We will process returns within 7-10 business days after receiving the goods and packaging in original condition.

Depending on the payment method you originally used e.g PayPal or Credit Card, it may take up to a further 3 days for the funds to appear your account.

Sale items (if applicable)
Only regular priced items may be returned, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
You are more than welcome to exchange sizes on non-sale items if required. If you need to make an exchange, please send us an email at sales@activeequine.com.au and we will confirm the return details.

Please note that shipping is payable on exchanges. We will provide you with an invoice for exchange shipping (usually $14.95 unless express or international) which must be paid prior to your exchange being shipped.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will be notified your return. We wanted to let you know about this as we only process refunds to the original customer.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning or exchanging an item, we strongly suggest using a trackable shipping service or purchasing shipping insurance as we cannot refund items that are lots or delayed via post.