Refund policy

Returns
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 of your purchase, be unused, unsoiled and in its original packaging. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Exclusions to our return policy include all sale 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 maddoxnz@xtra.co.nz.

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 maddoxnz@xtra.co.nz and send your item to: Maddox Equestrian Ltd., 58 Burns Lane, RD 2, Kumeu Auckland, 0892, New Zealand.

Shipping
To return your product, you should mail your product to: Maddox Equestrian Ltd., 58 Burns Lane, RD 2, Kumeu, Auckland 0892, 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.