Refund Policy

Last Updated: 30/11/2025

Our Commitment to You

At Louievale Equine, we want you to be completely satisfied with your purchase. This Refund Policy explains when and how refunds are issued.

Refund Eligibility

Ready-Made Items

You're eligible for a full refund if:

- You return the item within 30 days of delivery
- The item is in unused, original condition
- All tags are still attached
- The product shows no signs of wear, dirt, or damage
- The item is in its original packaging

Custom Orders

Custom-made items are non-refundable. Because these pieces are crafted specifically to your specifications using materials ordered just for you, we cannot offer refunds on custom work.

Deposits on custom orders are non-refundable. We require a 50% deposit to begin work, which covers materials and labor already invested.

Faulty or Defective Items

If your item arrives damaged, defective, or not as described, you're entitled to a full refund or replacement — no questions asked. This includes:

- Manufacturing defects
- Items damaged in transit
- Wrong item sent
- Item doesn't match the description

How Refunds Work

Return Process

1. Contact us at louievaleequine@gmail.com within 30 days of delivery
2. Receive approval and return instructions from us
3. Ship the item back to the address provided
4. Wait for inspection — we'll check the item meets return criteria
5. Receive your refund within 5-7 business days

Refund Method

Refunds are issued to your original payment method:

- Credit/Debit card: 5-7 business days (may take 3-5 additional days to appear in your account)
- PayPal: 5-7 business days
- Shop Pay: 5-7 business days

What's Refunded

For change-of-mind returns:
- Product cost (full amount)
- Shipping costs are NOT refunded

For faulty or incorrect items:
- Product cost (full amount)
- Original shipping costs (full amount)
- Return shipping costs (we'll provide a prepaid label or reimburse you)

Exchanges

Prefer an exchange instead of a refund? We're happy to swap your item for:

- Different size
- Different colour
- Different product entirely

How exchanges work:

1. Email us at louievaleequine@gmail.com to arrange the exchange
2. We'll often send the replacement item before you return the original (to save you time!)
3. If the new item costs more, you pay the difference
4. If the new item costs less, we'll refund you the difference

Non-Refundable Items

The following items cannot be refunded:

- Custom orders (made to your specifications)
- Personalised items (monogrammed, engraved, etc.)
- Sale or clearance items (unless faulty)
- Items without tags or in used condition
- Gift cards

Partial Refunds

In some cases, we may offer a partial refund:

- Item returned after 30 days but within 60 days
- Item shows minor signs of use but is still resellable
- Missing packaging or tags (but item is unused)

We'll always contact you before issuing a partial refund to discuss options.

Faulty Items

If your item is faulty or defective, we'll:

1. Replace it with a new one (sent immediately), OR
2. Issue a full refund (including shipping costs)

You choose which option you prefer. We'll also cover return shipping costs.

Quality is everything to us. Every piece is handmade and inspected before shipping, but if something slips through, we'll make it right immediately.

Refund Timeline

Once we receive your return:

- Inspection: 1-2 business days
- Refund processing: 3-5 business days
- Bank processing: 3-5 additional business days (depends on your bank)

Total time: Approximately 7-12 business days from when we receive your return.

You'll receive an email confirmation once your refund is processed.

Lost or Stolen Packages

If your package is marked as delivered but you haven't received it:

1. Check with neighbors or building management
2. Confirm the shipping address was correct
3. Contact us at hello@louievale.com.au if it's still missing

We'll work with Australia Post to investigate. If the package is confirmed lost, we'll issue a replacement or refund.

Cancellations

Ready-Made Items

You can cancel your order:

- Before shipping: Full refund, no questions asked
- After shipping: You'll need to return the item following our standard return process

Custom Orders

Custom orders can only be cancelled:

- Before we start work: full payment required upfront.
- After we start work: No refunds available (materials have been purchased and work has begun)

We'll always confirm your custom order details before starting, so you have a chance to make changes.

Australian Consumer Law

Your rights under Australian Consumer Law are not affected by this Refund Policy. If a product is faulty, not fit for purpose, or doesn't match its description, you're entitled to a remedy under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

Contact Us

Questions about refunds or returns?

Email: louievaleequine@gmail.com
Response time: Within 24 hours

We're here to help and want to make the process as smooth as possible for you.

This Refund Policy applies to all purchases made through louievale.com.au and may be updated from time to time.