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. P&P costs are from $8, to a maximum of $12. 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. Delivery times can be next day or up to a week depending on which way the wind is blowing, but these days it's more often within the 1–3 days like they state. We can do NZPost courier which is 1–2 day service (not overnight), let us know when you order as we'll have to work out the extra amount. We don't use other couriers as we live rurally & cannot predict being near one to send products overnight (plus last time I asked a courier for overnight service it took four days).
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, POLi, or direct bank deposit. We'll ship your order once the funds have cleared. If you change your mind before making a direct bank deposit, please just flick us an email to let us know so that we can adjust the stock back onto our site.
Credit card payments are done via PayPal. You don't have to have or create 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. We can make the occasional error, so if an item isn't in stock due to an stocktaking mistake we will notify you within 24hrs to let you know when it will be in stock or arrange a refund.
FAULTS
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. Genuine faults are used as feedback to improve our saddlery.
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.
EXCHANGES & RETURNS
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 intention within 7 days and returned within 14 days. We cannot guarantee the correct size/colour will be available due to stock turnover, but we are happy to discuss options in the unlikely event your preferred size/colour is not available immediately.
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, dirt, 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.
As per the Consumer Guarantees Act, we do not provide refunds if you have simply changed your mind. If you send an item back without contact prior to tell us the reason 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, minus 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.
DO NOT RETURN AN ITEM WITHOUT NOTIFYING US VIA EMAIL OR PHONE FIRST. We want you to be happy with your purchase, but if you have changed your mind & return something without a heads up, or worse try & bullshit us over a year later & return an item that has been clearly sitting in your tack room with bird shit to prove it, no refund or even consideration will be given. We also keep records for all purchases, so if you haven't bought it from us, trying to get a refund from us is fraud.
We can not be 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. It's not unheard of for NZPost to try & get out of a claim by saying the sender has taken too long to notify them!
If you are at all unsure about an items suitability, we're more than happy to discuss options for return with you prior to purchase.
MISSING PARCEL?
Sometimes there are delays with NZPost, if your parcel hasn't turned up after 10 days please let us know!
INTERNATIONAL ORDERS
For HorseProblems gear, we only cover NZ, so for international orders please use www.horseproblems.com.au (www.horseproblemscanada.com and www.horsemanshipsaddlery.uk also stock some items). If there is something specific to our site that you're after, please email us at info@hpsaddlerynz.co.nz & we'll sort out shipping rates, etc.
