RETURNS & REFUNDS POLICY

We want you to choose your Outlaw Equine products carefully, as we do not accept returns, exchanges or refunds for change-of-mind purchases.

Change of mind includes selecting the wrong colour or design, deciding the item does not suit your horse or equipment, ordering the wrong item, or no longer wanting the product after your order has been placed.

Please carefully review the product description, measurements, photographs and videos before purchasing. We take great care to accurately represent each saddle pad and product by photographing and filming items in natural lighting wherever possible and providing clear images and videos of each product.

However, colours may appear differently from one device to another due to individual screen settings, brightness levels, display technology and colour calibration. Outlaw Equine cannot guarantee that colours viewed on your device will exactly match the product in person and is not responsible for variations caused by customer device settings or screen calibration. Colour differences resulting from screen displays, lighting conditions or device settings are not considered a fault and are not grounds for return, exchange or refund.

SALE ITEMS & DISCOUNTED PRODUCTS

All sale items, clearance items, promotional products and discounted purchases are final sale and are not eligible for return, exchange or refund for change-of-mind reasons.

This includes products purchased during promotional periods, storewide sales, clearance events, discount campaigns or using promotional codes.

FAULTY OR DAMAGED ITEMS

All Outlaw Equine products are inspected before being packed and dispatched.

Should you believe your item is faulty, damaged or significantly different from its description, please contact us as soon as possible with:

• Your order number

• A description of the issue

• Clear photographs or video showing the fault

• Photographs of the entire item, including any labels or wear guards

Where a fault is visible before use, the item must not be placed on or used with a horse. Using the item after noticing a visible issue may affect our ability to properly assess the claim.

Please do not return an item without first contacting us and receiving return instructions. All claims are subject to assessment and approval.

Where an item is confirmed to be faulty, a replacement, store credit or refund may be provided depending on the nature of the issue.

WHAT IS NOT CONSIDERED A FAULT

The following are not considered manufacturing faults:

• General wear and tear

• Damage caused through regular use

• Damage caused by a horse, saddle, work pad or other equipment

• Pulling, rubbing, snagging or chewing

• Incorrect use, storage or cleaning

• Accidental damage

• Mistreatment or neglect

• Damage caused by failing to follow care instructions

• Natural variations in wool, weaving or colour

• Colour differences caused by screen display, lighting or device calibration

Products used around horses will naturally show signs of wear over time. The lifespan of an item will depend on how often it is used, how it is fitted, the equipment used with it and how it is cleaned and stored.

RETURN POSTAGE

The customer is responsible for all return postage costs and any additional postage required to send a replacement or reordered item.

We recommend using a tracked postage service for all approved returns. Outlaw Equine is not responsible for returned parcels that are lost or damaged in transit.

CONDITION OF RETURNED ITEMS

For biosecurity reasons, items that have been placed on, fitted to or used on a horse cannot be returned unless required for the assessment of a claimed fault. As horse owners ourselves, biosecurity is something we take seriously and we appreciate your understanding.

Unless the claimed fault could only become apparent through use, returned items must be:

• Unused

• Clean and free from horse hair, dirt, sweat and odour

• Unwashed

• In their original condition

• Returned with any original packaging or tags

Items returned in an unhygienic condition may be unable to be assessed or accepted.

HOW TO MAKE A CLAIM

To request an assessment, please contact Outlaw Equine before returning your item.

Include your order number, details of the issue and clear supporting photographs. We will review the information provided and advise you of the next steps.

Unauthorised returns may be refused or returned to the sender at the customer’s expense.