Shipping and Returns Policy

POSTAGE

All orders are shipped via Australia Post. Delivery charges are dependent on how many items you have purchased and are charged accordingly. All delivery charges include a tracking number and delivery by Australia Post directly to your home or business address. Postage insurance can be added in the shopping cart at the time of purchase (please see returns policy below), this small additional fee will ensure that your items can be replaced if they fail to arrive at their destination safely.

We will deliver throughout Australia to your Home or Business Address, or if you are purchasing a gift, to your gift recipient’s address within Australia. Each order requires a single delivery point.

Once your order has been shipped, One Horse 1 Health cannot accept responsibility for loss or any damage to your package. Please note that One Horse 1 Health cannot be held responsible for postage delays that occur after your order has left our care. Deliveries are made during business hours Monday to Friday. No deliveries occur on public holidays.

Before placing an order with us, please double check the delivery address and information. Incorrect information can lead to an order being delayed or returned. If your order is returned and needs to be redirected or redelivered, you will be responsible for any additional delivery fees. Please note One Horse 1 Health accepts no responsibility once your parcel has been sent or if you provide incorrect delivery information.

DELIVERY TIMES

Standard postage/free postage

All items are posted on a Monday/Wednesday/Friday, excluding public holidays, as long as they are purchased prior to 10am on the day of postage. Where they are purchased after 10am they will be posted on the next designated postage day. Postage will only occur after payment has been accepted and is subject to stock availability.

Example:

Order Placed Order Shipped
By 9am Monday Monday
After 10am Monday Wednesday

Delivery Times are subject to Australia Post and can take up to 5 business days in Metro Areas, 8 business days in Regional Areas and up to 10 days in Rural areas.

Express shipping

Express postage is completed each day on all items purchased before 10 am. Items purchased after 10 am will be posted on the next business day

If you are not home to receive your order, it will be left at your address, considering any delivery instructions you provide.  Where you are not able to be home to accept your order, you accept liability of your purchased items being left at your delivery address door.  Please ensure you understand our Lost or Stolen Order Policy.

In certain cases the delivery driver may deem certain premises unsuitable for safe drop. In these instances the driver’s discretion is used if they feel that the article will be safer at the nearest post office or depot.

You will receive tracking order instructions when you place orders, please double check that these haven’t landed in your ‘Junk Mail’ folder.

RETURNS

Please choose carefully, returns, exchanges and refunds are not permitted due to change of mind.

Returns of items damaged as a result of incorrect or inappropriate use is not accepted.

If your item arrives to you damaged/or faulty please contact us at admin@onehorse1health.com.au within 48 hours of you receiving the item.
Please include on the email your name, invoice number, a description of the damage/fault to the item and photographs. We will refuse a damaged/faulty return if you haven’t sent us an email and appropriate corresponding photographs within 48 hours after receiving your order.

Please note IMPORTANT: Refunds will NOT be provided for items lost or damaged in the post if you have elected not to apply postage insurance to your order.

To receive a refund/or replacement on a faulty item, you will need to return the item in an unused condition, as you received it once approval of the return has been granted. Once your return has been approved, you must respond via email within 4 days and notify us with the chosen return option we have made available to you. If no response is received in this time, we have the right to refuse the return. Please take care in packaging the item to avoid further damage, please send via registered or tracked post and include the tracking number in the email. Once we have received the item and deemed it faulty/or damaged we will contact you to provide you with a reasonable resolution.

The customer is responsible for the return shipping fees for refunds. Please retain proof of postage until we have confirmed your replacement / store credit or refund has been processed.

One Horse 1 Health reserve the right to refuse returns if they don’t meet the conditions above.

The original postage charge cannot be refunded, unless your order contains incorrect or damaged products.. Refunds will be paid back onto the purchaser’s original credit card or PayPal Account. Refunds may take between 5 – 10 business days for funds to be available in the associated account.

The Boutique Range

The above mentioned returns conditions apply to the entire boutique range along with the following considerations.

It is the owners responsibility to ensure patch/sensitivity testing on all natural products provided as a part of the boutique range prior to general use on their horse. Please contact us immediately should you be unable to use your purchase due to sensitivity issues. A partial refund of the purchase price  (less any postage costs paid) may be available to you. Return postage is at the purchasers expense.

Please note that due to the nature of natural products available in our boutique range, there will often be some natural variation in colour, smell or consistency of product, items cannot be returned for this reason alone.