Customer Service

 

 

POSTAGE & PACKAGING

We've tried to keep our postage costs as low as possible and so prices are based on how big the item is that you ordered. Currently no parcel is over $12. Smaller items are $7. As we are located rurally, we use prepaid parcel bags so that we can get your order via our RD driver each day. Everything goes out through NZPost & is tracked. We don't use couriers as we live rurally & cannot predict being near one to send products overnight.

We aim to have all orders out the next day. We process our orders in the morning, so if you order early in the morning (and your payment clears) we can get things out the same day.

PAYMENT OPTIONS

You can pay through our site using your credit card or direct bank deposit. We'll ship your order once the funds have cleared.

Credit card payments are done via PayPal. If you have a PayPal account, the site gives you the option to use that. You don't have to have a PayPal account in order to use your credit card.

STOCK

Our site is stock controlled which means if it's not in stock, our system will tell you and you won't be able to add it to your order. So we prefer that you order online to ensure the correct amount of stock for each item is always available when you order. Since we're not robots and can make the occasional error, if an item isn't in stock due to an stock taking mistake, we will notify you within 24hrs to let you know when it will be in stock or arrange a refund.

RETURNS

Our business is about quality saddlery, so if you do find a faulty product we want to be the first to hear about it and replace it for you.

Notify us of your faulty item before sending back. Please email or phone us directly to let us know of the fault so we can remedy the situation as soon as possible. info@hpsaddlerynz.co.nz or 0210 223 7891.

We do not provide refunds if you have simply changed your mind. If you send an item back without reason or discussion we will not offer a refund. We may, at our discretion, issue a voucher/Credit to the value of the purchase which will be valid for six months and incur a 10% restocking fee. Proof of purchase is required. Any credit will only be issued if the goods are in their ORIGINAL UNUSED STATE. In other words they are clean, unmarked and with their original tags and packaging intact so that the product can be resold.

We are not responsible for your returned items being lost in the post, so please ensure you put your return address on the parcel & let us know to expect it, if it gets lost we can then let you know it hasn't arrived so that you can claim in a timely manner through your parcel service.

EXCHANGES

We try and list measurements on our all of our products so you can make the best decision on size, but we're happy to exchange your order if you do find you need a different size. If you are unsure of sizing, please contact us, and we will provide advice or measurements so you can choose accordingly.

To exchange an item we must be notified by email of your intended exchange within SEVEN days and returned within 14 days. We cannot guarantee the correct size/colour will be available as our stock turns over quickly, but we are happy to discuss options in the unlikely event your preferred size/colour is not available.

Returned items MUST be in pristine resaleable condition. There will be NO exceptions to this.  If you send us back something that has scratch marks all over it, or has clearly been used, you won't be getting a replacement, credit or your money back.

Customers are responsible for return postage costs, unless the items is faulty. Always put a tracking sticker on your returns, we cannot refund or exchange items that don't turn up.

Include a self addressed pre-paid parcel post bag if you're wanting to exchange an item.