In most circumstances we can exchange / return goods but we are not obliged to do so if you simply change your mind, so please choose carefully when purchasing. Should the goods have a manufacture fault, we will meet our obligations under the Consumer Guarantees Act and provide remedy as soon as possible. Please note that in most instances, faulty goods are returned to the supplier for approval before we can repair or replace.
Returns are done via replacement, store credit or refund. To be eligible for a return, please note that your item must received within 10 days from delivery of your purchase, be unused, unsoiled and in its original packaging. If 10 days have gone by since the delivery of your purchase, unfortunately we can’t offer you a refund or exchange.
Exclusions to our return policy include all sale items, second hand items, ex-demo items, discontinued items, indent orders as well as orders for custom made items.
When returning an item, please contact us in advance to advise us of the return. Please ensure that the receipt / proof of purchase is included and please make sure to package carefully as to avoid damage to the goods. We are unable to process refunds of goods that are damaged in transit, have missing parts or go missing in transit.
Refunds (if applicable)
Once your return is received and checked, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund / replacement / store credit.
If you are approved, then your refund / replacement / store credit will be processed, within 5 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: Maddox Equestrian Ltd., 1109 Poihipi Road, RD 1, Taupo, New Zealand.
To return your product, you should mail your product to: Maddox Equestrian Ltd., 1109 Poihipi Road, RD 1, Taupo, New Zealand.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Under our guarantee, faulty items that meet our conditions of care and use will be repaired, replaced or a refund will be issued at our discretion.
Maddox Equestrian Ltd. will repair and replace any goods, which fail to comply with the New Zealand Consumer Guarantees Act 1993.
Where the provisions of the New Zealand Consumer Guarantees Act 1993, apply, these terms will be subject to the application of that Act, and in the case of conflict, the provisions of that Act will apply.
Please note that the guarantee does not cover faults arising from:
- Normal wear and tear
- Accidental damage or mistreatment
For any claim, the item must be sent directly to Maddox Equestrian Ltd. with the purchase documentation and details of the fault.