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Refund, Return, and Warranty Policy
Last Updated: 16/09/2023
1. Return Eligibility
At Marcel Loeb Equestrian, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a straightforward return and refund policy. To be eligible for a return:
- Your item must be unused, in the same condition as received, and in its original packaging.
- The return must be requested within 14 days from the date of delivery.
- You must provide proof of purchase (order number or receipt).
2. Return Process
To initiate a return, please follow these steps:
- Contact us at store@mlequestrian.com.au to request a return authorisation (RA) number.
- Pack your item securely in its original packaging, including all accessories and documentation.
- Include the RA number on the outside of the package.
- Ship the package to the address provided when you receive the RA number.
- Once we receive the returned item, we will inspect it to ensure it meets the eligibility criteria.
3. Refund
Upon approval of your return, we will process your refund. The refund will be issued to the original payment method used for the purchase. Please allow 10 business days for the refund to reflect in your account.
4. Non-Returnable Items
Certain items are not eligible for returns or refunds, including:
- Personalised or customised items.
- Items that sold at a sale price.
- Gift cards.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact our customer support team immediately. We will provide instructions on how to proceed with a return or replacement.
6. Warranty Policy
We stand by the quality of our products and offer a warranty on select items. Any warranty including what is covered and for how long is provided on the product page. If you encounter any issues covered by the warranty, please contact us at store@mlequestrian.com.au for assistance. Warranty claims may require proof of purchase and the return of the defective item.
7. Shipping Costs
Shipping costs associated with the original purchase are non-refundable. You will be responsible for the return shipping costs unless the return is due to our error.
8. International Returns
For international returns, please contact us at store@mlequestrian.com.au for specific instructions and shipping information.
9. Changes to this Policy
We reserve the right to modify or update this Refund, Return, and Warranty Policy at any time. Any changes will be posted on this page with a revised “Last Updated” date.
10. Contact Us
If you have any questions, need assistance with the return process, or wish to inquire about warranty coverage, please contact us at store@mlequestrian.com.au.
