Refund policy

RETURNS & REFUND POLICY

At Black Box Equine, we stand behind the quality of our products and want you to shop with confidence. If something isn't right with your order, we're here to help.

Change of Mind

Due to the nature of our products and the inclusion of first aid, medical and hygiene-related supplies, we do not accept returns or provide refunds for change of mind.

Please choose carefully before placing your order.

This does not affect any rights you may have under the Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible after discovering the issue.

Please include your order number, a description of the issue and, where possible, clear photographs of the product and packaging.

We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.

Refunds

Where a refund is applicable, it will be processed to your original payment method.

Please allow 5–10 business days for your bank or payment provider to process an approved refund.

Hygiene & Safety

For health and safety reasons, opened, used or tampered-with first aid, medical, sterile or hygiene-related products cannot be returned for change of mind.

This does not limit your rights where a product is faulty or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Australian Consumer Law

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

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.