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+64 21 190 060 4 sales@equestrio.co.nz
What is your return policy? How many days do I have to return a product?
Returns may be made by courier. If you would like to return an item, you must notify Vitruvian Horse/Equestrio Style Ltd within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item to the address on the shipping label. 
 
Returned merchandise must meet the below requirements in order to be accepted for a refund:
  • All items must be in original condition with original tags attached and in the orginal packaging. Merchandise that has been worn, used, altered or damaged will not be accepted. 
  • Returns on items with a return tag attached will only be honored if the label has not been removed.
How do I return an item?
Returns may be made by carrier or in store. If you would like to return an item, you must notify Vitruvian Horse/Equestrio Style Ltd within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item to the address on the shipping label.
 
Please follow the return instructions below:
Return by carrier:

Within 14 days of receiving your order, request a return or exchange by filling out the online form. 

To prepare your return:

  1. Ensure the item(s) are in original, unworn condition, and have the tags intact. Place the item(s) in the original packaging.
  2. The item is in its original condition: merchandise that has been worn, used, altered or damaged will not be accepted
  3. Complete all four (4) copies of Return Commercial Invoice: clikc here to download.
  4. Tick the item(s) you wish to return in the Returns column.
  5. Indicate if you wish to Return or Exchange and provide a return reason.
  6. Complete the Returned Units and Return Total $ (NZD) section, indicating the total number of items to be returned, and the total value of the returned items.
  7. you may select a local courier service to collect your product.
  8. We recommend you use a tracked service as we can not guarantee arrival of items with out a tracking number.

Please note that new orders for an exchange item are subject to merchandise availability, we will inform you if we are unable to fulfil you order.

 

How long does it take for a refund to be issued?

Merchandise returned by courier to our addressed will be processed within 14 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment less restocking fee.

What is a restocking fee?

A restocking fee is deducted from the order value before refunding.  This covers packing and admin charges related to the returned items.  you will not be charged a restocking fee on returned items that are faulty or sent in error.

Are delivery charges refundable?

Delivery fees for Same-Day or Saturday delivery are non-refundable.

Can I exchange or return an item gifted to me by someone else?

Gift items purchased on Vitruvain Horse may be returned or exchanged. However, refunds may only be issued to the same method of payment used for the original purchase.  

Can I change my shipping address?

Please note, shipping and delivery information for orders purchased through PayPal may not be modified once the order has been submitted.