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Returns & Exchanges Policy

2. Returns

2.1 (a) Change of Mind We do not offer refunds or exchanges for change of mind. This includes sale items. Please choose carefully and check sizing guides before purchasing — our team is always happy to help with sizing and product advice before you buy (phone 07 5482 2320).

Nothing in this policy excludes or limits your rights under the Australian Consumer Law, including your rights in relation to goods that are faulty, not fit for purpose, or not as described.

2.1 (b) Important Notice on Vet Product Returns All veterinary products purchased from Gympie Saddleworld are non-returnable for change of mind. Once these items leave our store, we cannot guarantee the conditions they have been stored in — such as temperature, humidity, or exposure to the elements — which can affect their efficacy and safety. To ensure the health and wellbeing of your animals, we maintain a strict no-return policy on vet products for change of mind due to these uncontrollable factors.

This does not affect your rights in relation to vet products that are faulty, damaged, or not as described. If you have any concerns regarding a product's condition upon receipt, please contact us immediately on 07 5482 2320 or at returns@gympiesaddleworld.com.au before use.

2.1 (c) Return Authorisation If you need to return goods to us, please start your return through our online returns portal or contact us by phone or email within thirty (30) days of receiving your product. We do not accept change-of-mind or exchange returns after this period.

This 30-day time limit does not apply to claims for faulty goods under the Australian Consumer Law, which must be raised within a reasonable time of the fault appearing.

2.2 Contact Details Gympie Saddleworld & Country Clothing Returns 107 River Rd, GYMPIE QLD 4570 Phone: 07 5482 2320 Email: returns@gympiesaddleworld.com.au

2.3 Shipping Costs Unless the item is faulty, shipping costs are non-refundable and the cost of return shipping is the responsibility of the customer. Where an item is found to be faulty, we will cover (or refund) the cost of return shipping.

We appreciate your understanding as we strive to provide the best service while managing shipping costs effectively.

2.4 Change of Mind Products cannot be returned, exchanged, or replaced simply because you have changed your mind. This does not affect your rights under the Australian Consumer Law.

2.5 Your Consumer Rights 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. This policy operates alongside, and does not limit, those rights.

2.6 Faulty Goods Goods damaged in transit or due to faulty manufacture, subject to clause 13.6, should be returned to us for inspection. Please contact us first so we can arrange the return and cover the postage.

2.7 Replacement Timing In most cases, replacement goods will be sent once we have received and inspected the returned goods. Where the Australian Consumer Law entitles you to a remedy of your choosing (a major failure), we will act in accordance with your entitlements.

2.8 Faulty Goods Postage We will refund any reasonable postage costs incurred in returning faulty goods.

2.9 Faulty Goods Refund Subject to clause 13.6 and your rights under the Australian Consumer Law, if the goods supplied are faulty we will offer a repair, replacement, or refund as appropriate. For a major failure, you may choose between a refund and a replacement.

2.10 Refund Method Any refund we provide will be made using the same payment method used to purchase the goods.

3. Exchange of Products

3.1 Gympie Saddleworld & Country Clothing will only accept goods for exchange when they are returned in unused, resaleable condition with all tags and labels attached. For change-of-mind exchanges, the customer is responsible for postage costs both ways.

3.2 All exchanged items will be charged at our usual postage rate when returned to you.

3.3 For change-of-mind returns, we recommend using tracked postage, as we cannot accept responsibility for goods lost in return transit. This does not apply to returns of faulty goods arranged with us.

3.4 We do not offer refunds or exchanges for change of mind, including on sale items. Your rights under the Australian Consumer Law in relation to faulty goods apply to all items, including sale items.

Need Help?

If you have any questions about your return or exchange, please contact us:

• Phone: 07 5482 2320
• Email: returns@gympiesaddleworld.com.au

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