Returns

Thank you for shopping at HORSE-IN-THE-BOX, we hope you love your purchase. However, if it’s not quite right you are welcome to return it for or exchange or refund. Please note that we are unable to offer returns of the following: gift vouchers, custom-made, or customised items, special orders and lingerie. Clearance items can be returned for store credit. 

Conditions:

  • Item(s) must be in new and original condition as purchased, with all labels, tickets attached, including original packaging where it is applicable. If the item is not in re-sellable condition, it will be returned to the customer at the customer's expense.
  • The item(s) must be returned within 14 days of the date shown on the tax invoice.We understand that if the item was purchased for a gift it may take longer to find out that it wasn’t right, and provided that the item is in perfect condition, including tags we may grant extension to return the item. Please contact us via phone: 03 9739 1669 or email info@horseinthebox.com.au
  • Copy of the original Tax Invoice and the RETURN AUTHORISATION form must accompany the goods. If you have lost your invoice please let us know; if the purchase was made online we normally are able to look up the invoice.
  • Please note that freight costs are non-refundable; refund is for the price of goods only, and will be given using the same method the purchase was made.
  • If the item(s) need to be exchanged, additional freight cost may apply. Or if you have checked with us that the item is available, you can include a self addressed pre-paid satchel. 

Non-returnable items:
* Gift cards
* Underwear and other intimate clothing
* Special orders or made-to-measure/custom items

Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded, but can be exchanged or a credit issued.

FAULTY ITEMS:
All of our products are from reputable manufacturers, and it is a very rare occurrence that we have a faulty item. However if it happens we will either:

Repair it if possible
Replace the item with the same item originally purchased (subject to stock availability)
Exchange it for another item
Offer credit note or refund

Please state your preference on the returns/exchange form.

Please note that reasonable wear and tear that occurs as a result of normal usage, or if the item was not laundered according to the manufacturer’s instructions are not considered as fault.

We recommend sending your return/exchange via registered post, so you are able to track it if necessary. Australia Post Express satchels are a convenient way for posting clothing and accessories.

Please make sure that the items are well packaged. HORSE-IN-THE-BOX will not take any responsibility for lost parcels or items that are damaged in transit. Your exchange will be processed in a timely manner (usually 1-2 business days) and new item(s) sent back to you, or the refund will be processed. In busy times or when we attend events it may take longer to process the transaction, so please allow up to 7 business days after receipt of the returned item. You will receive an email confirmation when we have sent the new items or processed the refund.

Please send Returns/Exchanges to: 
HORSE-IN-THE-BOX 
17 LAWLER LANE 
COLDSTREAM VIC 3770

If you have any questions we are here to help: Email: info@horseintheox.com.au  Tel: 03 9739 1669

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