Free postage Australia wide for all orders over $100

Warranty & Returns

Check your product

Our products are guaranteed to arrive to you without defect and we ask you to fully check your purchase before placing on your horse. Make sure you are highly satisfied with the quality and it is in perfect condition. If there is a manufacturing fault, we will happily replace, but if the product has been worn by your horse, we cannot guarantee against horse damage. If your horse damages a rug or another item during use, it is not considered a defect.

If a rug is damaged sooner than expected and has been checked carefully, you can be satisfied the product was faultless to begin with and any damage is a result of an accident. It is almost impossible to distinguish if there was a manufacturing fault with any product once your horse has destroyed it.

Horses are strong animals and we cannot guarantee our products will last over any set period of time – rugs and other items can just as easily be destroyed in the first hour of use as they can be 18 months later. We try our best to make the highest quality products with triple lock backlines, strong fittings and buckles, along with extra strength fabric options to offer our customers the highest quality possible.

 

We suggest you carefully check the following:

Check size on rug label that it is the correct size ordered

Check the entire outer binding of the rug to insure all binding is stitched correctly.

Check shoulder gusset for stitching

Check the tail flap attachment and stitching.

Check the rear seam along the back line for stitching

Check the neck straps & chest straps.

Check the stitching where belly surcingles are attached

Check the stitching where leg straps are attached

Check the fabric used in the rug construction.

Defective Items

If an item is faulty before use we will happily replace it. Thoroughly check the product before putting on your horse to make sure it is in perfect condition.  If there are any problems, please contact the office on 02 6676 1717 or email us at info@wildhorseaustralia.com with detailed photos of the fault in order for us to validate the return and arrange a replacement.  We must be advised within 7 days of your concerns and for a return to be authorized.

The product must be returned in new condition (no horse hair), with all tags still attached and in the original packaging.

Warranty

Our products are not sold with an extended Manufacturer’s Warranty. We cannot guarantee our products will last any specific amount of time as horses are unpredictable –horses are horses and no product can be guaranteed against their strength, rugs and other items can just as easily be destroyed in the first hour of use as they can be 18 months later. We try our best to make the highest quality products with triple lock backlines, strong fittings and buckles, along with extra strength fabric options to offer our customers the highest quality possible.

You are guaranteed that the goods you buy:

1) Are of acceptable quality (hence we ask you to check your products very carefully before use)

2) Match the description, sample or demonstration model you were shown.

3) Fit for a specific purpose.

It is only a matter of time before a horse rug gets damaged. We try very hard to ensure we make rugs that are of high quality, with strong fabrics and fittings to ensure they have the best chance of standing up to the stresses and pressures that horses can force upon them.

No rug will stand up to any horse. Rugs will get damaged and torn from snagging, biting, fencing, rolling, ill-fitting rug etc – the list of possibilities are endless. We will not honor replacements for any item that has been destroyed from misadventure.

Some horses are easy on rugs, others will destroy rugs in seconds. You need to consider your horse’s temperament and the environment you will be keeping him in to ensure the rug you have purchased will be suitable for him. Cool fabric such as our Super Cool Mesh rugs will not stand up to a rug wrecker as they are easily susceptible to damage compared to higher strength rugs like Poly/cotton Ripstop rugs and our new Super Strength Mesh fabric. We have choices in our fabrics so you can choose the best for your own horse.

Returns Policy

At WILD Group Australia we pride ourselves on the high quality of our products. We expect our products arrive to you without defect and we ask you to fully check your purchase before placing on your horse. If there is a fault, we replace happily, but if the product has been worn by your horse, we cannot guarantee against horse damage. If your horse damages a rug or another item during use, it is not considered a defect. Horses are strong animals and we cannot guarantee our products will last over any set period of time – rugs and other items can just as easily be destroyed in the first hour of use as they can be 18 months later.

We have no input as to 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 responsibility of the buyer to ensure you are satisfied with the products you have purchased before using them. We ask that you check your rugs & products carefully, before using on your horse. We will not honour replacements for any item that has been destroyed after use.

We try our best to make the highest quality products with triple lock backlines, strong fittings and buckles, along with extra strength fabric options to offer our customers the highest quality possible.

The Office of Fair Trading states that customers are not entitled to a refund or exchange if:

  1.       Cannot prove you purchased the item;
  2.       Realise you can’t afford the goods or change your mind about the goods;
  3.       Ignored the warning that it may not meet your needs;
  4.       Took action that voided or damaged the product;
  5.       Have damaged the goods you bought;
  6.       Knew (or should have known) about a fault when you bought the goods.

Please contact us PRIOR to returning your item and we will give authorisation as to whether or not it meets policy guidelines. Please email info@wildhorseaustralia.com

Return Process

Our WILD Horse Australia Distribution Center is closed to the general public and we do not permit customers on site at our Warehouse to exchange rugs as our insurance does not allow this.

All goods must be returned to us with:

  • Original condition & original packaging along with all tags.
  • Goods must be 100% clean, hair free and show no sign of use.
  • Notify us of the need for an exchange or return by phoning or emailing the office within 7 days of   receipt of goods.
  • You return with copy of the invoice/receipt.

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 Wild Horse Australia 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:

WILD Horse Australia

PO Box 658

Coolangatta Qld 4225

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.

If you return an item for a straight exchange (not a fault on our behalf), 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 that are worn on animals can easily be damaged by the animal. We will not honour 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 may roll, itch, snare, rub or otherwise try to remove a rug or similar product. For this reason, it is the buyer’s responsibility to inspect your purchase closely and insure you are happy with both the quality and suitability 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 before use. To make the process fast and efficient, please email us some detailed pictures of the fault so we can validate and arrange a replacement. admin@wildhorseaustralia.com

Returning Items

If you are returning items for strength tests or for other reasons, please make sure the item is clean and sanitary before sending it back. If the item is not sanitary, we will not be able to review the issue with the product. Please use common courtesy when returning items for exchange or credit. To avoid disappointment, please ensure all items are clean (free of dirt and hair).

If an item is returned for exchange or return and it is marked, stained or covered in hair (no matter how minor in your opinion) or shows any obvious signs of use and will prevent the item being returned to stock, it will not be accepted.

Bought the wrong size?

We are happy to exchange an item but only if it is unused, clean and in original packaging. Postage costs to return the item to WILD Horse Australia is the buyer’s responsibility. Likewise the postage cost of the replacement item to be dispatched is also the buyer’s responsibility and we will require collection of the postal fee before shipping out the replacement item. To avoid this issue, if you are unsure of how to measure sizes, we are more than willing to help – don’t be afraid to ask. We also have a Fitting Guide on our website under ‘Information” which shows the correct way to measure your horse.

For horse rugs, we suggest you try your item on over an old sheet or horse rug to prevent them getting covered in hair and stained. Items returned need to be in new condition with tags attached – in the same condition you received them. We cannot accept a return if it is dirty, has horse hair on it or been damaged by your horse.

If you are trying on a Fly Mask or Fly Veil, try on over an old Fly Veil.  This way you can be assured the new item will stay clean and you will be able to return for exchange.

Sent the incorrect item?

If a mistake has been made on our behalf, we are very sorry for your inconvenience. Please contact us immediately on 02 6676 1717 or email us at info@wildhorseaustralia.com so we can arrange a replacement at our expense. Items will not be accepted if they have been used or been modified in any way.

Sizing & Design

A consistent design is used across all our different styles of rugs. As an example, if you purchase a Ripstop Combo, you can be 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. Our designs reflect many years of extensive research and trialing our designs to see which is best suited to the majority of horses. We are always looking for ways to improve our rugs and other products, and are always correcting and tweaking designs. If you have any feedback on any of our product please let us know by sending it to  info@wildhorseaustralia.com

What happens if your horse gets rub marks?

Rub marks can be caused by a wide variety of issues out of our control. Our products are designed to eliminate as much rubbing as possible. Getting a good match between horse and size will help ensure that you won’t have any problems. If your horse is getting rub marks, it is usually because something is wrong with the sizing that has been chosen or your horse has features that are outside of the ‘norm’. Our products do allow for extended amounts of adjustability to try to cover all horse shapes and sizes but we cannot guarantee to fit all.

It is the buyer’s responsibility to guarantee you are satisfied with the quality and fitness of purpose of the products you have purchased before using them. If you are not happy with the fit or sizing when first trying it, please arrange an exchange or credit of the item. We will not honor replacements or credits for any item that has been used and is no longer able to be returned to stock.