Shipping & Returns

Shipping & Returns

Shipping is charged at a flat rate of $14.95 for larger, heavier or bulky items.

Orders that can fit into a Small or Medium Satchel will be shipped and charged at $12.95

Shipping of replacement/exchanged orders are subject to postage charges.

Shipping to NZ is available by quote only.

Can I exchange/return items?

Returns for 'change of mind/size' product bought at full price are accepted with prior notification by phone/email/message within 14 days of purchase for refund/exchange/credit note.

*Please note due to Afterpay's non-refundable fees and charges, any refund for an order paid by Afterpay will be minus their 8% fee and if paid by PayPal or Card payment, a 4% non-refundable amount will be retained by Zenn Equine.

Returns for 'change of mind/size' product bought on sale/promotion are accepted with prior notification by phone/email/message within 14 days of purchase for an exchange or credit note only.

Returns for suspected faulty product can be returned with prior notification by phone/email/message with date of purchase and order number.  Where possible we will first try to determine the issue & outcome with clear photos from you as this speeds up the process greatly.  If the issue cannot be fully determined by photos, product will be examined on return and if deemed a manufacturing fault, a replacement/repair/refund will be offered at our discretion. Products that are not manufacturing faults can only be returned after postage has been paid. 

Please do not send an item back without prior discussion as these items will not be dealt with.

Returns

If you are dissatisfied for any reason, please first call Mandy on ph 0439734550 and advise of the problem or issues with the products.  Items may be returned for exchange or credit note within 14 days of invoice date.   

What can be returned?
Most products can be returned for credit note or exchange if not suitable, subject to a few little conditions which are listed under How to return items below.

Products returned through a change of mind and not through any manufacturing fault, damage nor flaw are refunded less the original shipping cost to the business. Items bought on sale or promotion can be returned for exchange or store credit only subject to being within 14 days of purchase and complete with packaging in as new condition and tags attached.

The exception to this are items sold on clearance, these cannot be returned as we are discontinuing the line. The item will be described as Clearance in the description of the product. 

Please note that liquids and creams are unable to be returned.

How to return items:

Contact Mandy on 0439734550 to discuss the matter..

Items MUST be packaged back up and returned in the same way they were sent to you.  Items returned back that are damaged in transit will not be accepted for return.  

Items must have original tags still attached, be unused, free from any dirt, hair, dust, with item packaging intact and unmarked.

Rugs must be returned with an outside packaging to protect their own rug bags so that they can be accepted for return. They must be completely free from dirt, hair, dust and must have their tags attached and their bag must be complete and in tact. Check all inner linings, tail strap, surcingles etc.

Micklem Bridles must be returned on their display boards with all pieces cable tied on correctly, as you would have received it.


Shipping for returns:
The original postage and handling charges will not be refunded and you will also be responsible for paying for the items return and exchange postage. 

Credit for returns:
Credit will be issued in the form of a voucher code to use online at a later date, if an exchange is not immediate. 

Packing materials:
All items must be in their original packaging with tags still attached.  All items must be clean and hair free and in "as new" condition. This includes the product packaging

In the unlikely event of suspected product fault:

Contact Mandy with clear photos of the item and issue. Include your order number with the photos and the item's batch number.

If the issue cannot be fully determined by photos, product will be examined on return and if deemed a manufacturing fault, a replacement/repair/refund will be offered at our discretion. Products that are not manufacturing faults can only be returned after postage has been paid. 

Please do not send an item back without prior discussion with us as these items will not be processed.

All items have a standard 12 month warranty which does not include wear and tear in the normal course of being used by the horse. Items sold on clearance may be returned for store credit if a fault is detected within 6 months of purchase. 

Rambo (and as of 2019 Rhino Turnouts) have a Three Year Guarantee on Waterproofing and breathability, as well as the hard ware. For more info see below.

For Rambo Turnout Guarantee

Please ensure you have followed the care instructions on the Guarantee Card that comes with your Rambo Turnout, and have registered your Guarantee within 90 days of purchase.

Contact Mandy Ph 0439734550