EXCHANGES

Express flat rate label – AUD $16.50

You’ll receive a prepaid return label and the replacement size will be sent as soon as we’ve received notice your original parcel is scanned as ‘in transit’ by Australia Post. The sooner you return the original, the faster you’ll receive the replacement. You won’t be charged for postage on your new item, only the $16.50 to get your exchange item back to us.

This option will only be available if we have enough stock on hand of the preferred size – if stock is running low or it’s already sold out, you won’t be able to choose that size. If your size sells out before you’ve sent the original back to us, you’ll automatically be issued a refund. A lot of our products sell out very quickly so the faster you get it back to us, the better your chance of the alternative size being available and it reaching you.

CREDITS

Free return label

Perfect if you know you’ll buy something in the near future, but aren’t quite sure what you want right now. Online credits are valid for 3 years and we cover the cost of returning your original item back to us.

When you submit your return online, you’ll receive a pre paid label to send your items back.

REFUNDS

Express flat rate label – AUD $16.50

Your refund will be processed to your original payment method once your return is delivered to our warehouse. This AUD $16.5 label will be deducted from your refund total.

If you’ve paid with AfterPay or Zip Pay, any repayments already made will be refunded to your AfterPay / Zip account. If you paid with a Credit Card or PayPal, the full amount of the returned items (minus the original shipping cost) will be refunded to your original account.

You’ll be issued an Australia Post Return Label. Print the label at home (or if you don’t have a printer, show the QR code in the post office), stick the label to the outside of your parcel, place your return items and returns card from your original order inside and send the parcel back to us.

EXCHANGES

Express flat rate label – USD $10

You’ll receive a prepaid return label and the replacement size will be sent as soon as we’ve received notice your original parcel is scanned as ‘in transit’ by USPS. The sooner you return the original, the faster you’ll receive the replacement. You won’t be charged for postage on your new item, only the USD $10 to get your exchange item back to us.

This option will only be available if we have enough stock on hand of the preferred size – if stock is running low or it’s already sold out, you won’t be able to choose that size. If your size sells out before you’ve sent the original back to us, you’ll automatically be issued a refund. A lot of our products sell out very quickly so the faster you get it back to us, the better your chance of the alternative size being available and it reaching you.

CREDIT

Free return label

Perfect if you know you’ll buy something in the near future, but aren’t quite sure what you want right now. Online credits are valid for 3 years and we cover the cost of returning your original item back to us.

When you submit your return online, you’ll receive a pre paid label to send your items back.

REFUNDS

Express flat rate label – USD $10

Your refund will be processed to your original payment method once your return is delivered to our warehouse. This USD $10 label will be deducted from your refund total.

The full amount of the returned items (minus the original shipping cost) will be refunded to your original account.

You’ll be issued a USPS Return Label. Print the label at home (or if you don’t have a printer, show the QR code in the post office), stick the label to the outside of your parcel, place your return items and returns card from your original order inside and send the parcel back to us.

When trying on your items, please don't do up the buckles - simply leave
straps slipped through keepers to check the fit until you're happy with the
sizing.

Returns are accepted when the product is unused with tags still intact.
We ask that you package the item up neatly and safely to return to us, so that
it arrives with us in original condition.

Please note that Equine Eye cameras don't fall under the 14 day returns
policy, however warranty on faulty products applies. Please contact
customer@lumiereequestrian.com if you require support with your Equine Eye
camera.

When you process a return online, the system will generate a prepaid return label for customers in Australia (AUD $16.50), USA and Canada (USD $10).

Simply print the label, attach it to your item and drop your item to ost office or post box.

That’s not a problem! Please print & complete this form and send the item to one of the below addresses.

Lumiere Equestrian Australia
4a/108 Tolley Rd
St Agnes
Australia
SA 5096

OR

Lumiere Equestrian USA
720 Gladiola St
Suite C
Salt Lake City
Utah   84104

Unfortunately this isn't possible, we need you to return the entire item you purchased for an exchange or refund.

Once returns are received, your refund will be processed via your
original payment method within 7 days. However please allow extra time for this process during peak periods.

Our products are handmade by humans and while we pride ourselves on the
utmost in craftmanship, sometimes faults do occur.

If you have a faulty item please contact us via
customer@lumiereequestrian.com. We will send you a returns postage label so
that there is no cost to you in sending the product back to us. 

To be entitled to paid return postage, you must contact us about the issue first so
we can send you a label. We will not reimburse you for postage you have paid to
a post office. 

While we do our best to avoid mistakes, our team are human and unfortunately
sometimes errors do happen.

If you were sent the wrong item, please contact us via customer@lumiereequestrian.com.
We will send you a returns postage label so that there is no cost to you in
sending the product back to us. To be entitled to paid return postage, you
must contact us about the issue first so we can send you a label. We will not
reimburse you for postage you have paid to a post office.