Shipping, Pricing & Returns
Online Shipping
Shipping Methods & Costs
Individual shipping costs are listed at checkout. Some items require a personalised freight quote based on your location, please contact us at: info@jesmonddene.com for a quotation. Express shipping is also available via email orders.
For Delivery Within Australia
Shipping Methods & Costs
Both standard and express shipping options are available through the Australia Post e-Parcel network within Australia. Standard shipping will see your order arrive in approximately 2 to 7 business days, with express shipping approximately 1 to 4 business days.
Whilst we make every effort to ship your order within the timeframes supplied, unforeseen delays may occasionally occur. You will be notified by one of our friendly staff should there be a delay with your order.
All shipping charges are non-refundable. If shipping to a business please include the business name and full address in the ‘Shipping Information’ upon Checkout.
Whilst Pro Equestrian Surfaces endeavours to fulfill all orders, not all sizes or colours may be available at time of despatch. When an item is ‘sold out’, or placed temporarily on backorder, we will notify you of the delay.
Track My Order
Once received, all orders are dispatched within 2-5 business days. Most orders leaving same or next business day. With special orders (importation items) a longer wait time can be expected and we advise on the ETA (all within a 45 day timeframe).
PAYMENT & PRICING POLICY
Pro Equestrian Surfaces on-line orders can be accepted with your Credit Card or via bank transfer. We accept Visa, MasterCard & AMEX) and reserve the right to add credit card surcharge fees. Order totals are calculated in $AUD and include GST in the total price. Please refer to our Delivery Policy for delivery charges and information.
Don’t have a Credit Card? Please email us on: info@jesmonddene.com to provide you with our direct deposit details.
ONLINE PRICING POLICY
All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax). Product prices are regularly updated when price changes are received from our suppliers. We reserve the right to make changes to pricing at any time.
CHANGING ORDER & CANCELLATION POLICY
You may be able to change your order if you advise us prior to your order being shipped. To see if your order can be changed please email us at info@jesmonddene.com or phone the store. If your order has been shipped, please refer to the Returns & Refund Policy to arrange to return your order, should this be required.
CANCELLATION POLICY
RETURN & EXCHANGE POLICY
If you are not perfectly happy with your choice of purchase, please return the goods to us in their original and unused condition and within 7 days of receipt for a store credit note to be used within 12 months. Please email us on info@jesmonddene.com or phone the store on 0419237777 outlining why you wish to return your products. We must pre-approve your reason for return at our discretion.
Please note there no are no returns on Pixio and Pixem orders. If an item is faulty it will be repaired or replaced within the manufacturer (Move N See France) timeframe). Any Pixio or Pixem order cancellation prior to delivery is subject to a $250.00 fee.
Store credit will only be for the product amount and does not include postage.
Please be sure of your horses’ size before ordering, freight charges for returning incorrectly sized items are the responsibility of the customer.
Goods that are returned in a condition other than their original and unused, or after the 7 day period will not be accepted.
All goods are to be returned in their original packaging including labels and header cards.
Please send returns and packing receipt to:
PRO EQUESTRIAN SURFACES
PO BOX 334,
OFFICER VICTORIA 3809
AUSTRALIA
Trading Address:
PRO EQUESTRIAN SURFACES
425 OFFICER SOUTH ROAD,
OFFICER VICTORIA 3809
AUSTRALIA
Any faulty items from the Pixio, Pixem and Pixio Live coaching range must go through Move n See France in accordance with their 2 year warranty terms and conditions. Customer care centre email is ccc@movensee.com
We do not accept change of mind returns. Faulty items are handled by Move n See. All sales are final.
For your protection we suggest that you send your goods back when approved via Express Post with insurance and delivery confirmation for tracking purposes.
Faulty goods
For other items, if you deem your purchased product to be faulty, you will need to follow the returns/exchanges’ options to rectify the situation.
Please understand that it is the Supplier’s discretion as to whether an item has a Manufacturer’s fault or if the item was misused in any way.
DISPUTE RESOLUTION AND CUSTOMER COMPLAINTS POLICY
Pro Equestrian Surfaces aims to deliver an excellent online shopping experience and we are keen to receive feedback from you to help improve our service to you. To make an official complaint, simply email info@jesmonddene.com