Refund policy
Returns
We can offer exchanges or store credits on product return.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a credit or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-exchangeable items:
Sale or discounted items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where returns are not granted: (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
Store credit/Exchange (if applicable)
Once your return is received and inspected, we will send you an email or text message to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
Once approved a store credit will be applied to your account which can be used on a different purchase - or we will happily exchange with a different product of your choice/preference.
We will only accept refunds if it is a faulty or damaged item, incorrect stock or a fault on our behalf.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@stirrups.co.nz.
Sale items
Only regular-priced items may be exchanged for a store credit or another products; unfortunately, sale items cannot be returned - they are final sale.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item or a different size, send us an email at info@stirrups.co.nz or to our social media accounts (@stirrupsnz) and send your item to: 933 Waitakere Road, Kumeu, 0891.
Shipping
To return your product, you should mail your product to: 933 Waitakere Road, Kumeu, 0891.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Return rules summary
- Returns accepted for 14 days
- Customer provides return shipping
- Refunds will only be given for our errors or faulty products
- We offer store credits or exchanges only