Shipping & Returns
Whilst having high numbers of products that come at any one time prevent us from testing every item individually- Darla Designs Rugs do not knowingly sell faulty products. Inspections are welcomed. Should you find your product has a fault we will gladly work with you to rectify the situation, please contact us directly.
You may return most new, unopened or unusual faulty items within 30 days of delivery for a full refund of the product price less postage. We ask that you inspect all rugs and are satisfied with the quality and it’s condition. If there is an unusual manufacturing fault, we will happily replace or issue a full refund upon inspection. It is the buyer’s responsibility to inspect purchases closely and insure you are happy with both the quality and suitability for your Horse before using them on your animal. Items must be returned in new Condition & preferably unopened packaging for full refunds. We ask you to check your purchased rug before placing it on your horse. Rugs should be tried on over a clean under rug. Soiled and dirty rugs cannot be returned due to health reasons and will not be excepted and returned to you at your cost. If the product has been worn by your horse, we cannot guarantee against horse damage, If your horse damages a rug during its use, it is not considered a defect.
COD will not be excepted on any returns.
We are not required to provide a refund or replacement if you-
- changed your mind and no longer want the product
- ordered the wrong product (In most cases we are happy to exchange for the right size if the wrong size is ordered)
- found the product cheaper elsewhere
- found a better product elsewhere
- were aware of the relevant fault before buying the product – for example, advertised as seconds or second hand
- damaged the product by misusing it
- used the product for a long time and the problem is as a result of usual wear and tear.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
If the problem is not major but minor, we will repair the item or pay for repairs upon receipt sent within a reasonable time. If it can not be repaired in a reasonable time you will be offered a refund or replacement.
If the product has some other problem that is not covered by ‘major problem’ above, it can be considered to be a minor problem. For example, it does not do what it is normally supposed to do but can be fixed easily and within a reasonable time.
The store chooses whether to:
- provide a replacement that is identical, or of similar value
- repair the product within a reasonable time, or
- give a refund.
Please keep your proof of purchase – e.g. your receipt.
For more information (accc.gov.au consumer.vic.go)
** Pre-Purchase, Sale, Seconds & Clearance items are excluded from our exchange policy and will not be accepted for exchange, credit or refund. **
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank/payment gateway (PayPal, AfterPay, ZipPay) to process our refund request (5 to 10 business days).
If you need to return or repair an item, please Contact Us with your order number with photos(if possible) and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
Please also note that the shipping rates for all items we sell are weight-based. To reflect the policies of the shipping company we use (Australia Post), all weights will be rounded up to the next full kilo.
Please allow 5-10 business days for your parcel to arrive. As this is operated from a HOME address and not near a Post office, parcels are not always posted the same day as ordered but once or twice weekly. Also no Order will be posted until the TOTAL amount of payment has hit the Darla Designs account. Payment by Paypal, Afterpay or Direct Deposit may take up to 2-3 business days to hit our account. We use only AUSTRALIA POST as our shipping method.