The boring stuff you need to know:
SHIPPING/RETURNS/REFUNDS
PRIVACY POLICY
All prices quoted on this website, including shipping costs are AUD Australian dollars.
SHIPPING: Domestic and International shipping is available.
The Natural Horse Co (TNHCo) only uses Australia Post simply because it is the only carrier service that is guaranteed to deliver to every address no matter how remote. Couriers have been looked into, however too many of them drop deliveries at obscure places meaning things go missing, pick up notifications get missed or fail to be picked up. This is not good for buyers or TNHCo so to ensure all orders get to where they need to Australia Post is the only carrier service option.
Domestic shipping prices will be calculated at check out. Only tracked services are offered. If you require EXPRESS shipping please email and this can be arranged for you.
INTERNATIONAL CUSTOMERS yes, TNHCo can ship to most countries. If you wish to purchase please email with your order and an exact shipping cost will be quoted for you. If you don't email first, a shipping cost will be sent to you by email, if you wish to proceed TNHCo will send an invoice for the cost.
Orders are sent with tracking numbers. Once orders have been handed over to Australia Post there is nothing TNHCo can do to speed up delivery. If an order goes missing TNHCo will endeavour to work with you and Australia Post to locate it and get it to you, however TNHCo is in no way responsible for missing or lost orders. TNHCo will endeavour to facilitate an Australia Post refund for any losses however the issuing of refunds for loss via post is at the discretion of Australia Post.
PAYMENTS: TNHCo offers secure checkout options including Stripe for Debit and Credit cards, PayPal and PayPal Pay In 4.
Returns
If you are requesting a return TNHCo may offer you a refund by way of a store credit voucher provided that the return
-
is notified in writing within 7 days of purchase and
-
you are able to provide satisfactory proof of purchase – the responsibility is on you as the buyer to supply the proof of purchase
-
the merchandise is in as-new saleable condition, that is it is unworn & unused with all original tags attached and undamaged, original packaging intact & the product is free from hair, dirt, dust etc, and in the case of saddle blankets, horse boots and clothing, any packaging is unmarked in any way, and in the case of liquid, powder, gel products, and food items the seal is not broken or tampered with;
-
is not an item with 10% or more discount off retail price
-
the item is not subject to the exclusions listed below
-
includes a gift with purchase in the return if it was supplied in your original order
TNHCo will assess the item to determine whether a return will be offered in accordance with our Returns Policy.
Exclusions
-
Items that are bought on clearance with 10% or more discount
-
Items that have had tags removed or damaged or packaging marked in any way.
-
Items returned dirty or with hair etc, or missing/damaged part of the packaging
-
Items that have had their seal broken.
-
Items that are of a delicate nature, eg: bridles with crystal browbands, crystals or embellishments are only for show and if they fall off or break are not a case for return.
-
Custom show browbands
-
Clothing that has been tried on and/or worn
-
Leather products that as a natural product may show differences in colour or structure and are not a case for return.
Exchanges
-
TNHCo cannot guarantee that any item will be available by the time the original is returned. If TNHCo does not have it available a store credit voucher will be issued to you.
-
Change of mind includes needing/wanting a different size, style, fit, colour or that you no longer need it. If TNHCo does not have the exact specification you now want, your store credit will still be available for 12 months from date of issue.
-
Refunds, when applicable, will be made within 5 business days of the refund approval and will be returned via the payment method you originally used.
-
In the event of a refund of an order that received a gift with purchase, the gift must be returned also - should the subsequent re-order meet the same terms then the gift will be applied. If the gift is not returned, the value of the gift will be deducted from a store credit or refund. This does not apply to exchanges for same item.
-
You are liable for the return shipping cost for item returns and item refunds. TNHCo strongly advises that you use a service with a tracking number. TNHCo is not responsible for any return items being lost in the mail.
-
TNHCo is a small business and therefore cannot absorb the cost of returns. Therefore, all returns need to be sent with an empty Australia Post postal satchel with tracking to have your exchange item returned to you. If you are unable to do this then you will be required to pay the postage cost to have your exchange item returned to you.
Proof of purchase regarding exchanges
Refunds by store credit voucher for change of mind must be accompanied by the original TNHCo Invoice/Receipt (email or photograph will be accepted)
Please note that TNHCo is not responsible for proving your purchase. You must supply the proof of purchase, which TNHCo can validate.
Cancellation of Order
-
If you place an order and then realise you need to cancel this can be done so long as the order has not been delivered to an Australia Post Office. Once it’s handed over to Aus Post there is nothing TNHCo can do to retrieve it. Cancelled orders will incur a deduction to cover the non-refundable payment fees TNHCo has been charged, these are 3% for card payments and 4% for PayPal.
Returns
-
For items returned that meet the returns policy, a store credit voucher will be supplied for the value to be used on the website that the original purchase was made. This voucher will have a 12 month expiry date from issue.
-
Where a refund is applicable, it will be given using your original payment method (online purchases will automatically be refunded to the account used to pay).
-
Gift or bonus with purchase offers and bundled items
-
Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in a saleable condition, the value of any available refund will be reduced by the value of the gift or bonus (in full or in part)
-
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
Faulty Items:
Where you believe an item is faulty or defective, please provide by email
-
a copy of your proof of purchase as described above
-
a photograph of the item in question
-
a photograph of the fault and a description of the issue
Where an item is damaged through misuse, neglect, general wear and tear or abnormal use TNHCo will not provide a refund, exchange or repair.
PRIVACY POLICY
Your privacy is important to us. It is TNHCo’s policy to respect your privacy and comply with any applicable law and regulation regarding any personal information we may collect about you, including across our website www.thenaturalhorseco.com
This policy is effective as of 1 April 2025 and was last updated on 1 April 2025
Information We Collect
Information we collect includes both information you knowingly and actively provide us when using or participating in any of our services and promotions, and any information automatically sent by your devices in the course of accessing our products and services.
Log Data
When you visit our website, our servers may automatically log the standard data provided by your web browser. It may include your device’s Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, other details about your visit, and technical details that occur in conjunction with any errors you may encounter.
Please be aware that while this information may not be personally identifying by itself, it may be possible to combine it with other data to personally identify individual persons.
Personal Information
We may ask for personal information which may include one or more of the following:
-
Name
-
Email address
-
Social media profiles
-
Date of birth
-
Phone/mobile number
-
Home/mailing address
Legitimate Reasons for Processing Your Personal Information
We only collect and use your personal information when we have a legitimate reason for doing so. In which instance, we only collect personal information that is reasonably necessary to provide our services to you.
Collection and Use of Information
We may collect personal information from you when you do any of the following on our website:
-
Sign up to receive updates from us via email or social media channels
-
Use a mobile device or web browser to access our content
-
Contact us via email, social media, or on any similar technologies
-
When you mention us on social media
-
We may collect, hold, use, and disclose information for the following purposes, and personal information will not be further processed in a manner that is incompatible with these purposes:
-
to enable you to customise or personalise your experience of our website
-
to contact and communicate with you
-
for analytics, market research, and business development, including to operate and improve our website, associated applications, and associated social media platforms
-
for advertising and marketing, including to send you promotional information about our products and services and information about third parties that we consider may be of interest to you
-
to enable you to access and use our website, associated applications, and associated social media platforms
-
for internal record keeping and administrative purposes
-
to comply with our legal obligations and resolve any disputes that we may have
-
for security and fraud prevention, and to ensure that our sites and apps are safe, secure, and used in line with our terms of use
Security of Your Personal Information
When we collect and process personal information, and while we retain this information, we will protect it within commercially acceptable means to prevent loss and theft, as well as unauthorised access, disclosure, copying, use, or modification.
Although we will do our best to protect the personal information you provide to us, we advise that no method of electronic transmission or storage is 100% secure, and no one can guarantee absolute data security. We will comply with laws applicable to us in respect of any data breach.
You are responsible for selecting any password and its overall security strength, ensuring the security of your own information within the bounds of our services.
How Long We Keep Your Personal Information
We keep your personal information only for as long as we need to. This time period may depend on what we are using your information for, in accordance with this privacy policy. If your personal information is no longer required, we will delete it or make it anonymous by removing all details that identify you.
However, if necessary, we may retain your personal information for our compliance with a legal, accounting, or reporting obligation.
Disclosure of Personal Information to Third Parties
We may disclose personal information to:
-
courts, tribunals, regulatory authorities, and law enforcement officers, as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise, or defend our legal rights
Your Rights and Controlling Your Personal Information
You always retain the right to withhold personal information from us, with the understanding that your experience of our website may be affected. We will not discriminate against you for exercising any of your rights over your personal information. If you do provide us with personal information you understand that we will collect, hold, use and disclose it in accordance with this privacy policy. You retain the right to request details of any personal information we hold about you.
If we receive personal information about you from a third party, we will protect it as set out in this privacy policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time. We will provide you with the ability to unsubscribe from our email-database or opt out of communications. Please be aware we may need to request specific information from you to help us confirm your identity.
If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant, or misleading, please contact us using the details provided in this privacy policy. We will take reasonable steps to correct any information found to be inaccurate, incomplete, misleading, or out of date.
If you believe that we have breached a relevant data protection law and wish to make a complaint, please contact us using the details below and provide us with full details of the alleged breach. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take to deal with your complaint. You also have the right to contact a regulatory body or data protection authority in relation to your complaint.
Use of Cookies
We use “cookies” to collect information about you and your activity across our site. A cookie is a small piece of data that our website stores on your computer, and accesses each time you visit, so we can understand how you use our site. This helps us serve you content based on preferences you have specified.
Limits of Our Policy
Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and policies of those sites, and cannot accept responsibility or liability for their respective privacy practices.
Changes to This Policy
At our discretion, we may change our privacy policy to reflect updates to our business processes, current acceptable practices, or legislative or regulatory changes. If we decide to change this privacy policy, we will post the changes here at the same link by which you are accessing this privacy policy.
If required by law, we will get your permission or give you the opportunity to opt in to or opt out of, as applicable, any new uses of your personal information.
Contact Us
For any questions or concerns regarding your privacy, you may contact us using the following details:
The Natural Horse Co