If your order arrives and you've changed your mind we will happily accept any unopened product as a return and provide you with one of the following options, a full refund to the value of the product's purchase price, or an exchange to another product.
It's extremely simple! All we ask is that you send the item back to us as quickly as possible, unopened, in the original packaging making sure that the product is in the same condition as you received it.
•You must return the product shortly after receiving it (most are consumable so considered food products)
•Products must be unused and in the same condition as when you received them and in the original box and/or packaging
If your purchase arrives damaged or you feel that there is a fault with the product please discontinue use and contact us as soon as possible on
Leanne Franklin: Phone: 027 261 1663 or 09 412 9689
Zak Franklin: Phone 027 3633 150
Here's what you need to do
First contact Equine Royale via email@example.com and write why you are returning the products.
Using a good carton, return package via insured Courier Post Mail or other Parcel Carrier of your choice.
Send returns to:
Equine Royale: 135 Henwood Road, Taupaki, Auckland 0782
Keep a record of your shipment until you have received your replacement, credit or refund.
While the Consumer Guarantee Act and Fair Trading Act provide the basis for Equine Royale returns policy, we in fact go above and beyond the expectation of these two statutory laws. If your order arrives and you've changed your mind we will happily accept any unopened product as a return and provide you with one of the following options, a full refund to the value of the product's purchase price, or an exchange to another product. For a product to be returned under our policy, that product must be unused and in a resalable condition unless faulty or otherwise defective. It's this policy that provides you peace of mind while shopping at Equine Royale.
Restrictions and Exceptions
Products sold by Equine Royale are considered perishable food items. As such any return must be made as soon after delivery as possible.
Consumer Guarantees Act 1993
All goods are still guaranteed under the Consumers Guarantees Act. The Consumer Guarantee Act sets out minimum standards for goods sold by Equine Royale. In the event that goods sold are faulty or damaged, the customer has the right to a replacement or a refund.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
There are three options available for Equine Royale and our customers who would like to return a product.
If a product is unsatisfactory, we can offer to exchange it for another one or another product of the same value. Generally proof of purchase is required in order to get an exchange, although we may waive this requirement if we believe we have sold the product. Please note, as mentioned above, products returned for exchanged must be unused, in a resalable condition with packaging intact and all labels etc returned with the item.
Our money back guarantee is a key aspect of our business. If a customer has proof that they purchased the goods from our website, they may obtain a refund if the product is unused. A refund will be made in the same tender as the original purchase. Please note, as mentioned above, products returned for money back must be unused, in a resalable condition with packaging intact and all labels etc returned with the item, unless they are found to be faulty or damaged.
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