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Valley Country's policies regarding returns conform with the regulations of the Office of Fair Trading, New South Wales, Australia. The OFT web site states that customers are not entitled to a refund if:
- no proof of purchase is offered
- customers simply change their mind
- the goods have been damaged after purchase or
- customers knew, or should have known about any faults when they bought the goods.
(See Office of Fair Trading web site for full details.)
With some exceptions (see below) Valley Country accepts the return of items only if
- they are in their original condition with their original tags
- they are in their original undamaged packaging (no stickers to be attached)
- you notify us of the problem within 48 hours of receipt by you and obtain a Return Authorisation, and
- despatch them to us within seven days of receipt. We do not accept COD returns. If you ordered the incorrect product (eg. wrong size) acceptance of return is at Valley Country's discretion.
Any refund we provide will be made using the same payment method as you used to purchase the goods (eg. credit your credit card if you purchased the goods using a credit card).
Postage and handling charges are not refundable. Returns attract a 25% handling fee.
Made to order and made to measure items:
Items that have been made to order -- such as boots, gaiters, knitted wear, riding jackets, horse tails, special bridles, etc -- may not be returned for refund or credit. If Valley Country elects to waive this condition, a handling fee of at least 25% will be applied to items returned.
Certain items in our range are non-returnable. Books, videos and DVDs, which can be consumed by being read or viewed, are non-returnable unless they are defective (pages missing, etc). Items such as horse rugs, dog rugs and other equipment that is worn or used by animals can easily be damaged by the animal -- such damage is generally beyond the control of the manufacturer and retailer (eg. a horse rubbing its rug or pulling back on its halter) and such goods may not be returned if damaged unless they can be shown to be defective (see below). Similarly, clothing that has been worn or washed may not be returned unless it can be shown to be defective.
If goods are found to be defective in materials or workmanship, they may be returned to Valley Country. However items that have been sold at a reduced price because of their defects may not be returned. You must include with returned goods a Return Authorisation with a full description of the defect(s), along with your proof of purchase. Defective items may be repaired, replaced or refunded. Returns of defective items do not attract a handling fee.
Please note: The only situation in which we accept returns of goods that are not in as-new condition and with their original packaging is if they are demonstrably defective.
Goods that have been purchased as part of a clearance sale may not be returned or exchanged unless they are defective. However if the price of an item has been reduced because it is defective, it may not be returned because of this defect.
If you are returning goods because of an error on our part or because they are defective, we will refund the postage charges incurred in returning the erroneous / defective goods to us. Otherwise you will be responsible for those charges and the costs of any other services provided to you in connection with your purchase. If items are returned for a straight exchange (eg. for a different colour or size) a postage and handling fee will be charged for reshipment of the goods to you.
To return an item:
To return an item, please complete a Return Authorisation form, wrap the package securely and send the package to the address below. In the case of a defective product, please provide a full description of the fault and return the defective goods in their original packaging, with all warranty cards, licences, manuals, tags and accessories. Then send the package to:
Valley Country, Returns Department,
PO Box 1777, Grafton, NSW, 2460, Australia.
For your protection we recommend that you use a recorded-delivery service such as registered post as we cannot accept responsibility for items that fail to be delivered to us. We do not accept COD returns.
Note also that specific products may have specific returns policies, so be sure to read that information on the product pages of the web shopping site.
THIS RETURNS POLICY DOES NOT SEEK TO LIMIT YOUR STATUTORY RIGHTS.