Refund policy

 

 

We want you to love your purchase from Griffin Equestrian. Please read our policy carefully before ordering, as some items are non-returnable due to being specially imported.

 

30-Day Return Policy

You have 30 days from receiving your order to request a return or exchange.

To be eligible, your item must be:

  • In the same condition you received it
  • Unworn, unused, and with all original tags
  • In its original packaging

You’ll also need proof of purchase (order number or receipt). We can usually locate this in our system if needed.

 

How to Submit a Return Request

  1. Click the “Account” button in our store navigation.
  2. Log in using your email address and the six-digit verification code sent to your inbox.
  3. Click the order you wish to return.
  4. Select the item(s) and reason for return, and add any relevant notes.
  5. Click “Request Return”.

 

If your return request is approved, you’ll receive shipping instructions via email. Once we receive and inspect the item, we’ll issue a store credit or refund (if eligible).

 

Phone: 0273484149
Email: info@griffinequestrian.co.nz

 

Change of Mind or Incorrect Size

If you change your mind or order the wrong size or colour, we’re happy to offer a store credit (excluding shipping costs) or an exchange for another size or item, if available.

If the replacement is on back order, we’ll let you know the expected wait time. If you prefer not to wait, a store credit will be issued instead.

Please note:

  • Refunds are not available for change-of-mind or size-related returns.
  • Items must be unused, unworn, and in original packaging.
  • Exchanges must be pre-approved before sending items back.

 

Out of Stock Items

Our website is fully stock controlled (excluding pre-order items).

In the rare event an item oversells, we’ll contact you immediately to offer an exchange or full refund, including shipping if no other items have been sent.

 

Incorrect, Faulty or Damaged Products

Please inspect your order as soon as it arrives and contact us immediately if an item is faulty, damaged, or incorrect.

Where possible, our supplier will repair or replace the item. If this isn’t possible, we’ll issue a refund (including shipping if no other items were sent).

Items damaged through misuse, neglect, or incorrect care are not considered faulty.

 

New Saddles

New Flair, Cavallino, Trainers, or Pessoa saddles must be returned with their original saddle cover and guarantee card.

These saddles must not be ridden in or girthed up. Saddles showing any signs of use will be considered sold.

Trial saddles are available for most models - click here to learn more

 

Syd Hill Saddles

All Syd Hill saddles are specially imported per customer order, so please choose carefully as sale is final.

We cannot accept returns, exchanges, or refunds on Syd Hill saddles unless the product is faulty, damaged, or incorrect.

For orders placed via email or phone, the sale is considered final once the invoice has been issued and payment received, as this confirms that the customer has reviewed and approved the product details prior to ordering.

Before purchasing, we encourage you to contact us for fitting assistance or product advice to ensure you select the correct model and size.

Trial saddles are available for some models, which you can ride in - for more information click here.

 

Exceptions / Non-Returnable Items

Certain products cannot be returned, including:

  • Perishable goods (supplements, treats, horse feed)
  • Custom or personalised products
  • Consumable items (shampoos, sprays, oils, creams, etc.)
  • Hazardous or flammable materials
  • Gift cards
  • Imported, pre-order, or order-in products specially ordered in for you (including Syd Hill saddles)
  • Sale or clearance items

 

If you’re unsure about a specific item, please contact us before purchasing.

 

Pre-Order & Order-In Products

Pre-order and order-in products are specially ordered for you, so please choose carefully as sale is final.

These items cannot be cancelled, returned, exchanged, or refunded unless the product is faulty, damaged, or incorrect.

If an ordered-in item becomes unavailable, we’ll contact you immediately to offer an exchange or refund (including shipping if applicable).

 

Estimated delivery times:

  • Premier Equine: 7-10 days
  • Scoot Boots: 5-7 days
  • Syd Hill: 1-4 weeks (depending on customs)

 

Allow 1-2 weeks for pre-order and order-in products to arrive from the following suppliers: Ariat, Just Country, Pure Western, Wrangler, Thomas Cook, Horze, B Vertigo, Weaver, Professionals Choice, Fort Worth and many more.

 

Thank you for shopping with Griffin Equestrian - we appreciate your support of our small business!

If you have any questions about your order, we’re always happy to help.

Happy riding,

Soph