Returns & Refund Policy
We want you to love your Ström purchase. If something isn’t quite right, we’re happy to accept eligible returns and exchanges within 30 days of receiving your order.
Change of Mind Returns
Change-of-mind returns are accepted within 30 days of delivery.
To be eligible for a return, items must be:
- Unused, unworn and unwashed
- In their original condition
- Clean and free from hair, dirt, marks and odours
- Returned with all original tags attached
- Returned with original packaging where applicable
Items may be carefully tried on for fit, but must not show any signs of use.
Equestrian products may be carefully fitted to a clean, dry horse to check sizing, but cannot be ridden in or otherwise used.
Footwear and apparel may be tried on indoors for sizing but must not be worn outside.
Customers are responsible for the cost of returning change-of-mind items to Ström Equestrian. Original shipping charges are non-refundable.
Exchanges
Need a different size? Eligible items may be exchanged within 30 days of delivery, subject to availability.
Items must meet the same conditions outlined above for change-of-mind returns.
Customers are responsible for the cost of returning the original item to us. For the first exchange on an order within Australia, Ström Equestrian will cover the cost of standard shipping for the replacement item.
If your preferred replacement is unavailable, you may choose an alternative item or request a refund.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Please allow several business days for your bank or payment provider to process the refund.
Original shipping charges are not refundable for change-of-mind returns.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or is not what you ordered, please contact us at info@stromequestrian.com with your order number, a description of the issue and photographs where appropriate.
We will assess the issue and arrange an appropriate remedy in accordance with the Australian Consumer Law, including covering reasonable return costs where applicable.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
Sale & Final Sale Items
Sale and promotional items may be returned or exchanged within 30 days provided they meet our standard return conditions, unless they are clearly marked Final Sale.
Items marked Final Sale cannot be returned or exchanged for change of mind.
This does not affect your rights under the Australian Consumer Law in relation to faulty or otherwise non-compliant products.
Pre-Orders
Pre-order items may be cancelled for a full refund within 48 hours of placing your order.
After this period, pre-orders cannot be cancelled for change of mind prior to dispatch.
Once your pre-order has been delivered, our standard 30-day Returns & Refund Policy applies.
Estimated dispatch dates for pre-order products are provided as a guide and may occasionally change due to circumstances outside our control. If there is a significant delay to the expected dispatch of your order, we will contact you with an updated timeframe and, where appropriate, the option to cancel your pre-order for a full refund.
Nothing in this section limits your rights under the Australian Consumer Law.
Gift Cards
Ström gift cards are digital only and are delivered by email. No physical card is sent.
Gift cards are valid for 3 years from the date of purchase and can be used across more than one order until the balance runs out. They are not redeemable for cash, are non-refundable, and cannot be used to buy another gift card.
If your gift card email does not arrive, please check your junk folder and then contact us at info@stromequestrian.com with your order number.
Nothing in this section limits your rights under the Australian Consumer Law.
Natural Materials
Many Ström products incorporate natural materials, including genuine sheepskin.
As a natural material, variations in colour, texture, wool density and appearance may occur between individual pieces. These natural characteristics are part of what makes each piece unique and are not, by themselves, considered faults.
If you believe there is a genuine issue with your product, please contact us and we’ll be happy to assess it.
How to Request a Return or Exchange
Before sending anything back, please email info@stromequestrian.com with:
- Your name
- Order number
- Item(s) you would like to return or exchange
- Reason for the return or exchange
We will respond with return instructions.
Please do not send items back before contacting us.
We recommend using a tracked postage service for change-of-mind returns, as Ström Equestrian cannot be responsible for items lost in return transit.
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 Returns & Refund Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
For any questions regarding a return, exchange or your order, please contact us at info@stromequestrian.com.