Returns & Exchanges

If you are not perfectly happy with your choice of purchase, please return the goods to us in their original and unused condition, with the original packaging, and within 14 days of receipt for an exchange or store credit. Please email us at info@pakenhamwestern.com.au or phone the store on (03) 5940 2868 outlining why you wish to return your products, so that we know to expect these items in coming days.

Any exchange or store credit will not be offered until Pakenham Western Wear & Saddlery has receipted goods into store for assessment. Return postage is your responsibility, and any goods missing in transit, or not received by Pakenham Western Wear & Saddlery will be deemed to remain your property until receipted in store.

Be sure of your, or your horses’ size before ordering, freight charges for returning incorrectly sized items, and reissuing correctly sized items are the responsibility of the customer.

Goods that are returned in a condition other than their original and unused state, or after the 14-day period will not be accepted, and any freight to return them to the customer will be the customers responsibility. Alternatively, if not claimed within 30 days, these goods may be destroyed, with no credit offered.

An order submitted by you is an offer by you to purchase Goods for the Price (plus any delivery fee) as specified at the time you submit your order. In completing the order form, you agree to provide complete and accurate personal details (or those of the recipient of gifts) to enable the processing and delivery of your order. This information will also be used by the Delivery Agent to deliver your order.

Pakenham Western Wear & Saddlery will not be liable to you for your loss or that of any third party for a delay or failure to process, fulfil or deliver goods to you (or your nominated recipient) due to inaccurate or incomplete personal details provided in an order by you.

You also agree to have obtained consent to provide Pakenham Western Wear & Saddlery with personal details of recipients of gifts ordered by you, prior to placement of order.

You may order from Pakenham Western Wear & Saddlery if you are aged 16 years or over, have an active email account and a telephone number at which you can be contacted.

Once you submit your order, cancellations of your order or changes to the Goods in your order cannot be made (unless by agreement with Pakenham Western Wear & Saddlery or otherwise under these terms).  You should check your order carefully before submitting your order. For terms on cancellations or returns see Returns & Replacements.

You will be provided with an order number when you submit your order. Once payment has been received you will be invoiced for the order. The order number will be required when contacting Pakenham Western Wear & Saddlery about your order.

If you deem your purchased product to be faulty, you will need to return the goods to our store for assessment.

Please understand that it is the Supplier’s discretion as to whether an item has a Manufacturer’s fault, or if the item was misused in any way or used for a purpose for which it was not intended.

Pakenham Western Wear & Saddlery adhere to the returns and replacement policies put out by Department of Fair Trading, visible on their website.

Any goods returned to us, may be forwarded to our supplier for assessment. Please be aware this process can take up to 30 days upon our receipt of these goods.

Goods that are returned without fault, or after the 14-day period will not be accepted, and any freight to return them to the customer will be the customers responsibility. Alternatively, if not claimed within 30 days, these goods may be destroyed, with no credit offered.

Pakenham Western Wear & Saddlery reserves the right to accept or reject your order for any reason at any time. Acceptance of the order will be taken to be at the time of physically shipping the order.

When we accept an order, it constitutes an agreement by Pakenham Western Wear & Saddlery to supply the goods under these terms.

If we reject an order, we will notify you of the reason for rejection via email within 5 Business Days.

Pakenham Western Wear & Saddlery will not be liable to you for your loss or that of any third party for the rejection of an order.

If we reject an order and your payment for the goods has already been processed, we will refund any money paid to us in respect of that order.

If we cannot contact you about your order using the contact details you provide in the order, after having made reasonable attempts to contact you, we will reject the order and notify you of that rejection via phone or email within 5 Business Days.

All goods are to be returned in their original packaging including invoices, labels and reason for the return to the address below;

The Returns Officer, 
Pakenham Western Wear & Saddlery
5/81 Baldhill Road Pakenham,
Victoria Australia 3810

For your protection we suggest that you send your goods back via Express Post with insurance and delivery confirmation for tracking purposes.

• Sale items are not eligible for exchange, returns or store credit.
• Limited Edition items may not be available to exchange due to the limited stock of this range. A store credit can be offered. 
• All goods will be inspected on return. We try hard to accept all returns, all items returned to us need to be in the original packaging with original tags still in place. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We will notify you by email of the approval or rejection of your return. 
• The goods are your responsibility until they reach us, so make sure it’s packed up properly and can’t get damaged on the way. Make sure you use a postal service that insures you for the value of the items you are returning or obtain proof of posting.
• We are not responsible for any items that are returned to us by mistake.

Pakenham Western Wear & Saddlery aims to deliver an excellent online and in-store shopping experience and we are keen to receive feedback from you to help improve our service to you. To make an official complaint, simply email info@pakenhamwestern.com.au with the subject “Complaint: For the attention of Management”.

We take all complaints seriously, and you should expect a response from us within 5 business days, this is to allow us time to investigate your complaint.