Returns & Shipping Insurance Policy

At High Horse Performance, we are committed to providing excellent service and ensuring customer satisfaction. We offer hassle-free returns and exchanges, subject to the Return Policy outlined below.

High Horse Shipping Insurance – Terms & Conditions

By purchasing High Horse Shipping Insurance, you agree to the following terms:

Coverage Scope

This insurance covers packages that are lost, damaged, or stolen during the shipping process. Coverage applies only to orders shipped via our designated carriers and does not extend to:

• Delivery delays
• Incorrect or incomplete addresses provided by the customer

Claim Eligibility & Process

To file a claim:

1. Submit a claim within 14 days of the estimated delivery date.
2. Provide proof of loss or damage, including photos and shipping confirmation.
3. Claims will be reviewed at High Horse’s discretion, with resolutions including:
   • Replacement of the item
   • Store credit
   • Refund

Exclusions

Shipping Insurance does not cover:

• Packages marked as "delivered" by the carrier but not received.
• Orders with incorrect or incomplete shipping details provided by the customer.
• Damage caused by improper handling after delivery.

Liability Limitation

High Horse's liability under this policy is limited to the purchase value of the insured item(s). We are not responsible for indirect losses, missed deadlines, or additional fees beyond the insured amount.

Policy Pricing & Non-Refundability

• The cost of shipping insurance is calculated at checkout.
• Once an order has been shipped, the insurance fee is non-refundable.

Modifications & Termination

High Horse reserves the right to modify or discontinue this insurance policy at any time. Any changes will not affect orders insured prior to the modification.

For assistance with claims or inquiries, contact us at:

📞 (03) 4239 0866
📧 hello@high-horse.com.au

Returns & Exchanges Policy

How to Return or Exchange an Item

To initiate a return or exchange:

1. Email us at hello@high-horse.com.au within 14 days of receiving your order.
2. Clearly state the reason for the return or exchange.

Return & Exchange Eligibility

To qualify for a return or exchange, the following conditions must be met:

✔ The request is made within 14 days of purchase.
✔ The item is unused and in its original condition.
✔ The item is returned in its original packaging with proof of purchase.
✘ Opened feed products cannot be returned due to health regulations.
✘ Sale items and gift cards are non-returnable.

Who Pays for Shipping?

• Shipping costs are non-refundable if delivery was fulfilled as promised.
• If a refund is approved, the cost of return shipping is the customers responsibility or will be deducted from the refund.
• If you are exchanging an item, you must:
  • Cover the cost of return shipping to High Horse Performance.
  • Include a return postage satchel or arrange additional postage payment.

Damages & Issues

Please inspect your order immediately upon delivery and contact us if:

• Your item is defective, damaged, or incorrect.
• Your item was damaged in transit.

For damaged transit claims, email hello@high-horse.com.au with photos of the damaged item within 48hrs of delivery.

How Do I Receive a Refund or Exchange?

• Once we receive and inspect your return, we will notify you of the approval or rejection.
• If approved, the refund will be processed to your original payment method.
• Processing times depend on your bank or credit card provider.