Caribu Returns Policy
Refunds, Returns & Exchanges.
Returns & Exchanges
Caribu's policies regarding returns and refunds conform to the regulations of the Qld Office of Fair Trading. As a Customer you are entitled to an exhange if goods you purchase:
- have a fault you did not know about when you bought it
- are not the same as described
- don’t do the job you were led to believe they would
- don’t last a reasonable amount of time, given the price you paid.
The Office of fair trading states that customers are not entitled to a refund or exchange if:
- can not prove you purchased the item
- realise you can't afford the goods or change your mind about the goods
- ignored their warning that it may not meet your needs
- took action that voided or damaged the product
- have damaged the goods you bought
- knew (or should have known) about a fault when you bought the goods.
Warranty:
At Caribu we pride ourselves on the high quality of our products and the QA processes we have in place. We expect our rugs & related products should serve you well and have a good life span.
If you have an issue with the quality of your product, please contact us before using. We will happily replace any rug or product with a demonstrable manufacturing fault before the rug/item is used. Likewise if you are unsure of the fitting of a horse rug or how to use a particular item - please contact us for clarification before using the product. We are only to happy to assist.
We have no control over how you fit or choose to use any of our products. Likewise we have no control over how your horse may roll, itch, snare, rub and otherwise try to remove a horse rug or similar.
For this reason, it is the buyers responsibility to insure you are satisfied with the quality and fitness of purpose for the products you have purchased before using them.
We ask that you check your rugs & products carefully, before using on your horse, to satisfy yourself that they are of high quality and free from any manufacturing defects, which may shorten the expected life of your purchase.
Horses are large unpredictable animals and can easily damage an item in the first few days as they can 12 months later. We will not honor replacements for any item that has been destroyed after use.
Caribu Horse Wear accepts no Liability for loss, damage, injury or death or consequential loss to any person or animal resulting from the use or misuse, or incorrect fitting or failure of any of our products.
I bought the wrong size can I exchange it?
Yes, we all make mistakes! We are happy to exchange an item for you with in 10 days of purchase. However the postage costs to return the item to Caribu Horse Wear is the buyers reasonability. Likewise the postage costs of the replacement item to be dispatched is also the buyers responsibility and we will require collection of the postal fee before shipping out the replacement item. We go to great lengths to give detailed descriptions of sizing and photos of our products, so please choose carefully – don’t be afraid to ask us about an item, we are only to happy to help you.
Postage Costs:
Postage and handling charges are not refundable. If there is a mistake with your order or a faulty item that needs to be returned, we will cover the postage costs for you to return the item to us. Please ask us for our reply paid details. If you return an item for a straight exchange, the postage cost to send the item back to us as well return postage costs for the replacement, will be at your expense.
Non Returnable Items:
Items such as Horse Rugs, Dog Rugs and other equipment that are worn on animals can easily be damaged by the animal. We will not honor any warranty for a product once it has been used on an animal. We have no control on how you choose to fit or use our products. Likewise we have no control over how your horse or dog may roll, itch, snare, rub or otherwise try to remove a rug or similar product. For this reason, it is the buyer’s reasonability to inspect your purchase closely and insure you are happy with both the quality and fitness of purpose for the products you have purchased before using them on your animal.
Sale or Clearance Items:
Items purchased as part of a clearance sale may not be returned or exchanged.
Defective Items:
If an item has a demonstrable manufacturing defect we will happily replace the item within 14days of purchase at our expense. Please see notes above regarding non returnable items.
Handling Fees :
Unlike others we don't charge a handling fee to process your exchange. We all make mistakes. However we will not accept any goods for exchange or refund that are dirty or soiled, goods MUST be clean & free from debris and hair. Items sent back for a straight refund (no exchange or credit ) will attract a 15% handling fee to cover our staff & processing expenses.
Return Process:
All goods must be returned to us with:
-
Original condition & original packaging along with all tags etc
- Goods must be 100% Clean and Hair free (see more details below)
-
You notify us of the need for an exchange or return within 72hrs of receipt
- You return with
copy of the invoice/receipt within 7 days of notifying us.
Please contact us PRIOR to returning your item so we can issue you with a Return Authority (RA) number. Your RA number must be included along with your return to enable us to process your return.
All freight costs are the responsibility of the purchaser . If you do need to return anything to us, we suggest you register your returning parcel as Caribu Horse Wear will not accept any responsibility for goods lost in return transit. We will not accept any goods returned by C.O.D. delivery.
Returns Address:
Caribu Horse Wear
438 Diddillibah Rd
Woombye Qld 4559
Soiled Items.
If you do send an item back to us for exchange or refund and it is marked or covered in hair (no mater how minor in your opinion) we will charge a 50% re-stocking fee - as your rug/item will have to be discounted to clear and sold as a used item. If this is the case we will not dispatch your exchange item until we receive your restocking fee.
To avoid disappointment, please insure all items are clean.
We suggest to put a sheet under your rug when trying it on for the first time, to keep hair and dirt off the rug.
Caribu Sizing & Design
At Caribu we use a consistent design across all our different styles of rugs. As an example, if you purchase a Ripstop Polycotton Combo, you can rest assured that if you purchase a similar size in another style of rug it will use the same design cut and sizing.
All our designs undergo extensive field testing before production, across a variety of studs and stables, that work in conjunction with us to evaluate and develop our product range. The current Caribu designs reflect many years of development and feedback from our customers from the tens of thousands of rugs we have produced.
You can rest assured, when purchasing Caribu, that you are purchasing a rug design that has stood the test of time and has been in use for many seasons. Rug technology keeps on changing with new fabrics, fittings and sewing techniques and our rugs keep pace with the needs of our customers and the benefits of new technology in the market place. We will always continue to fine tune our rugs.
Please Refer to our detailed explanation of rug sizing and the pit falls on this link: Caribu Rug Sizing Guide
What if I have more questions?
If you have any questions on our products or service, please call 1300 139989 or Email Us.
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