Refund policy

Refund & Returns Policy

Grand Parade Equestrian
Last updated: 17 June 2026

Thank you for shopping with Grand Parade Equestrian. We want you to love your purchase, but if something is not quite right, please read our returns policy below.

This policy applies to purchases made through our website: https://grandparade.com.au

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Under Australian Consumer Law, customers may be entitled to a repair, replacement or refund if a product does not meet consumer guarantees. The remedy available generally depends on whether the issue is minor or major.

Change of Mind Returns

We accept change of mind returns within 14 days of delivery, provided the item is:

  • unworn, unused and unwashed
  • in its original condition
  • with all tags and labels attached
  • in its original packaging where possible
  • not marked, damaged, stained, scented or altered.

For change of mind returns, we may offer an exchange, store credit or refund, at our discretion.

Return shipping costs for change of mind returns are the responsibility of the customer.

Exchanges

We are happy to offer exchanges for size or colour, subject to availability.

If the item you would like is unavailable, we may offer a store credit or refund, depending on the circumstances.

To request an exchange, please contact us at info@grandaparde.com.au with your order number and the item you would like to exchange.

Sale Items

Sale items may be returned for a store credit or exchange, provided they meet the return conditions above.

Items marked final sale or clearance cannot be returned for change of mind, unless required by Australian Consumer Law.

Your consumer guarantee rights still apply to sale, clearance and promotional items if the product is faulty, not as described, unsafe or does not meet the applicable consumer guarantees. Businesses cannot remove these rights through a returns policy.

Items That Cannot Be Returned for Change of Mind

For hygiene and safety reasons, we do not accept change of mind returns on:

  • socks
  • hair accessories
  • opened or used grooming items
  • personalised or custom-made products
  • gift cards
  • items marked final sale
  • any item that has been worn, washed, damaged or altered.

This does not apply where the item is faulty or where you have rights under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at info@grandparade.com.au with:

  • your order number
  • a description of the issue
  • clear photos of the item
  • photos of the packaging, if the parcel arrived damaged.

If the item has a fault or does not meet consumer guarantees, we will assess the issue and provide a suitable remedy, which may include a repair, replacement or refund, depending on the circumstances.

For major problems, customers may be entitled to choose between a refund or replacement. For minor problems, the business may be able to provide a repair or replacement within a reasonable time. 

Return Shipping Costs

For change of mind returns, customers are responsible for the cost of return shipping.

For faulty, damaged or incorrect items, we will cover reasonable return shipping costs where the item is confirmed to be faulty, damaged or incorrectly supplied.

We recommend using a tracked postage service, as Grand Parade Equestrian is not responsible for returned parcels that are lost in transit.

How to Start a Return

To start a return, please email us at:

Email: info@grandparade.com.au
Subject line: Return Request – Order #[insert order number]

Please include:

  • your full name
  • your order number
  • the item you wish to return
  • the reason for return
  • whether you would prefer an exchange, store credit or refund.

We will review your request and provide return instructions.

Please do not send items back before contacting us, as unauthorised returns may not be accepted.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Original shipping fees are not refundable for change of mind returns. Shipping fees may be refunded where required by Australian Consumer Law.

Store Credits

Where a store credit is issued, it will be provided by email and can be used on a future purchase through our website.

Store credits are not redeemable for cash unless required by law.

Returns Condition

Items returned to us must be in original, resaleable condition.

We reserve the right to refuse a change of mind return if the item:

  • has been worn
  • has been washed
  • has make-up, deodorant, fake tan, perfume, animal hair or marks on it
  • smells of perfume, smoke or washing powder
  • is damaged due to misuse
  • has tags removed
  • is returned outside the return period.

Gifts

If you received an item as a gift, we may be able to offer an exchange or store credit, provided the item meets our return conditions.

Proof of purchase may be required.

Contact Us

For all return, exchange and refund enquiries, please contact:

Grand Parade Equestrian
Email: info@grandparade.com.au
Website: grandparade.com.au