Refund policy
Returns & Exchanges
At The Equemist Australia, we want you to feel completely confident in your purchase. If something is not right, we are here to help.
Eligibility
We accept returns and exchanges on items that meet the following conditions:
- The item is returned within 14 days of delivery
- The item is unused and in its original condition, with all original packaging and hardware intact
- The item has not been altered, personalised beyond standard sizing, or damaged through use
We kindly ask that you contact us before returning any item so we can guide you through the process and ensure a smooth resolution.
How to Request a Return or Exchange
To initiate a return or exchange, please contact us at support@theequemist.com.au within 14 days of receiving your order. Include your order number, a brief description of the reason for return, and any relevant photographs if the item is faulty or damaged.
We will respond within 2 business days to confirm eligibility and provide return instructions.
Return Shipping
Return shipping costs are the responsibility of the customer. We recommend using a tracked service, as The Equemist Australia cannot accept responsibility for items lost or damaged in transit during the return journey.
Custom Sizing & Made-to-Order Items
We understand that fit is everything — and we are happy to accept returns or exchanges on custom-sized and made-to-order items where the fit is not quite right. Please contact us to discuss, and we will work with you to find the best solution.
Faulty or Damaged Items
If your item arrives faulty or damaged, we sincerely apologise. Please contact us within 14 days of delivery with your order number and clear photographs of the fault or damage.
Once the item has been returned to us and the fault confirmed, we will arrange a replacement at no additional cost to you. Return shipping for confirmed faulty items will be handled on a case-by-case basis.
The Equemist Australia reserves the right to assess each return individually and decline returns that do not meet the above conditions. This policy does not affect your rights under the Australian Consumer Law.