Refunds & Returns Policy
Effective Date: 01 August 2026
Thank you for choosing Free Rider Saddlery & Alycia Burton services.
We are committed to providing premium saddlery, educational resources and equestrian experiences. If you experience an issue with your purchase, we will work with you to provide a fair outcome in accordance with the Australian Consumer Law (ACL).
This Refunds & Returns Policy applies to all purchases made through Free Rider Saddlery, including saddles, saddlery, merchandise, digital training products and events.
Australian Consumer Law
Our goods and services 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 contained within this policy excludes, restricts or modifies your rights under Australian Consumer Law.
Saddles
Change of Mind
As every saddle purchase is an important investment and often involves personalised advice, we do not offer refunds for:
• Change of mind for any reason.
• Changes in the horse’s condition.
• Changes in the rider’s preferences.
• Differing opinions provided by third-party saddle fitters, trainers or equestrian professionals.
Free Rider Saddlery recognises that saddle fitting is not an exact science and that opinions between saddle fitters and equestrian professionals may differ. For this reason, differing professional opinions alone do not constitute grounds for a refund or warranty claim.
5-Day Saddle Trial
Eligible saddles include a 5-day saddle trial.
This trial period is only available to customers who both apply and are approved for it and does not apply to standard sales.
The trial period begins on the day the saddle is collected from Australia Post or the nominated freight provider and concludes on the day the saddle is lodged for return.
During the trial period:
• A $150 administration fee applies to all 5-day trials. If you purchase a Free Rider Saddle, this $150 fee will be refunded.
• The purchaser is responsible for all freight and insurance costs.
• The saddle must be handled with reasonable care.
• The saddle must be returned in its original condition, free from damage beyond reasonable trial use.
Following inspection of the returned saddle, refunds will normally be processed within three (3) business days, provided the saddle is returned in acceptable condition.
Where damage or excessive wear is identified, Free Rider Saddlery reserves the right to deduct reasonable repair costs or decline the refund where appropriate.
Exchanges
At the discretion of Free Rider Saddlery, an exchange for another saddle model may be offered.
Approved exchanges may be subject to:
• Inspection of the returned saddle.
• The saddle being returned in as-new condition.
• Payment of any difference in purchase price.
• Freight and insurance costs.
• Applicable administration fees.
Custom Saddles
Free Rider Saddlery proudly offers custom-made saddles.
As each custom saddle is manufactured specifically for the individual customer, custom orders:
• Cannot be cancelled once production has commenced.
• May be eligible for change-of-mind exchanges at the discretion of Free Rider Saddlery.
• Have an estimated production time of approximately 12 weeks from receipt of payment.
While every effort is made to meet estimated timeframes, production delays may occasionally occur.
Saddlery & Merchandise
We do not provide refunds for change-of-mind purchases on saddlery accessories, apparel or merchandise.
Where a product is faulty, damaged or incorrectly supplied, please contact us within seven (7) days of receiving your order.
Where appropriate, we will provide:
• Repair.
• Replacement.
• Refund.
All remedies are provided in accordance with Australian Consumer Law.
Digital Training Videos
Due to the nature of digital products, refunds are not available once access has been provided or the product has been downloaded.
Please read all product descriptions carefully before purchasing.
Nothing in this section limits your rights under Australian Consumer Law.
Retreats, Clinics & Events
Bookings for retreats, clinics and events require significant preparation and planning.
Unless otherwise advised:
• Deposits, partial payments and full payments are non-refundable.
• Cancellations made within 30 days before an event may incur an administration fee if rescheduling is approved.
• Transfers to another event may be considered at the discretion of Alycia Burton Free Riding.
If Alycia Burton Free Riding cancels an event, participants will be offered a credit to attend a future event within two (2) years.
Faulty Products
If you believe a product is faulty, damaged or not as described, please contact us within 14 days of receiving your order.
To assist us in assessing your claim, please provide:
• Proof of purchase.
• Photographs of the product.
• Photographs of any damage.
• A description of the issue.
Where appropriate, we may request the product be returned for inspection before determining whether a repair, replacement or refund is available.
Return Shipping
Unless a product is faulty or incorrectly supplied, customers are responsible for all return shipping costs.
We recommend using a tracked and insured freight service, as Free Rider Saddlery is not responsible for products lost or damaged during return transit.
Refund Processing
Approved refunds will be processed using the original payment method wherever possible.
Please allow up to three (3) business days for Free Rider Saddlery to process approved refunds. Depending on your financial institution, additional processing time may apply before funds appear in your account.
Contact Us
If you have any questions regarding this Refunds & Returns Policy, please contact us.
Free Riding NZ Pty Ltd
📧 Email: info@freeridingnz.com
📞 Phone: 0422 601 971
🌐 Website: www.freeridingnz.com
📮 PO Box 1110
Woodford 4514 QLD
Australia