Refund policy

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind & Sizing: As our Flex Boots are imported specifically to fulfill customer orders, we do not offer cash refunds for 'change of mind' or incorrect sizing if you have not utilized our official fitting service.

  • If you require a different size, we offer an exchange or store credit.

  • The boots must be returned in brand-new, unridden, and resalable condition within 14 days of delivery.

  • The customer is responsible for all return shipping costs to our New South Wales facility, as well as the shipping costs for the replacement pair."

Warranty Claims & Faults: We stand by the quality of our equine boots. If your product arrives damaged or develops a manufacturing fault, please contact us immediately.

  • Minor Faults: If the issue is minor and can be easily repaired (e.g., a replaceable strap breaks), we reserve the right to supply a replacement part or repair the boot at our discretion, rather than offering a full refund.

  • Major Faults: If the boot has a major fundamental defect that prevents it from being used for its intended purpose, you may choose between a full refund or a replacement pair.

  • Wear and Tear: Normal wear and tear from riding, improper use, or failing to maintain the boots according to the manufacturer's instructions does not constitute a fault under this policy."

How to Lodge a Return:

  1. Do not ship boots back to us without prior authorisation.

  2. Email our support team with your original Order Number.

  3. For warranty claims, you must attach clear, well-lit photographs of the fault, the sole of the boot, and the whole boot.

  4. Once approved, we will provide you with a Return Merchandise Authorisation (RMA) number and the return shipping address."