Refund policy

If you have an issue with your order, please email hello@thehoofco.com.au so we can help resolve it quickly.

We want your experience with THE HOOF CO to feel just as secure and fair as shopping in a physical store. Our policy is guided by Australian Consumer Law and applies to all customers, including international orders such as New Zealand, USA andother countries we ship to.

If we sent you the wrong item

If we make an error and send you the incorrect item based on your order, we will cover the return postage and send the correct item at no additional cost. In some cases, we may also offer a full refund. We reserve the right to determine whether a refund, replacement or store credit is appropriate.

Please note: we do not reimburse personal time, travel costs or other incidental expenses related to the return or collection of your parcel.

If you ordered the wrong item

You are welcome to return the item provided it is unused, unopened and in original condition. Return and reship postage costs are the purchasers responsibility and will not be covered by THE HOOF CO. A refund will be processed within two business days of receiving the returned product. This refund will exclude original postage and any applicable order processing fees.

We cannot accept returns on products that have been used, opened or damaged by the purchaser unless the item is found to be faulty. All returned items will be assessed once received by THE HOOF CO, and eligibility for a refund or exchange will be determined by us. Items must be in resaleable condition: unused, unopened and undamaged.

Faulty or damaged products

Please contact us if you believe there is an issue with a product you have received. We may request photos or further information to help assess the situation including items damaged in transit. All claims for faulty or damaged items will be reviewed by THE HOOF CO before any refund, exchange or store credit is offered.

Change of mind

If your order has not yet been packed or shipped, we will issue a refund minus any payment processing fees. If your order has already been despatched, we do not offer refunds for change of mind.

Please choose carefully and contact us if you are unsure before purchasing.

30 Day Money Back Guarantee

Our Happy Ending 30 Day Money Back Guarantee applies to THE HOOF CO branded products only. If you are not satisfied with your purchase, you may return the product to us within 30 days for a refund. Items must be unused, unopened and in resaleable condition. Return shipping for change of mind is the responsibility of the purchaser.

This guarantee does not override your rights under Australian Consumer Law.

International orders (including New Zealand)

Returns from outside Australia are accepted under the same conditions. If the item is faulty or sent in error, we will cover return postage or replacement. For change of mind or incorrect purchases, all return shipping costs are the responsibility of the purchaser.

We strongly recommend using a tracked postal service for all returns to ensure they arrive safely. Refunds will only be processed once the item has been received and assessed and will not be confirmed as received if items are not sent via a tracked parcel.

Refund processing times

Refunds are issued to the original payment method. Once approved, please allow up to seven to ten business days for funds to appear, depending on your bank or payment provider.

For more information, please refer to our full Website Terms and Conditions.