I.3 CUSTOMERS SUPPORT and RESOLUTIONS

 

Updated on the 10th Day of April 2025

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1. RECOMMENDATION

a) For a seamless shopping experience, we strongly advise you to read our support and resolution policy before placing an order and making a

purchase as it outlines important terms and conditions that govern our service.

 

2. RETURN NOTIFICATIONS

a) Our business's 60-Day return policy allows nationwide and worldwide customers/consumers to return any goods within that timeframe.

b) If you order/purchase through a third-party distributor or reseller, you will be subject to their specific policies, terms, and conditions which

may differ from ours.

c) Please notify us via email about your return request and wait for our reply within 2 business days. Do Not return your goods without a Return

Notification Number (RNN).

d) Our processing time for resolving any issues may take 5 or more business days.

e) For a return to be processed, goods must be in a saleable condition, unused, untampered with, unsoiled, and accompanied by the return

notification form.

f) As a customer/consumer, you are generally responsible for arranging and paying for the return of goods that are small and can be easily

posted or transported, including the associated postage costs.

g) Notice: If you're returning any goods for a replacement or exchange (excluding refunds, cancellations, or store credit claims), please include an

addressed and prepaid postage bag with your return to cover the postage cost of the new goods.

h) To ensure prompt processing of returns, please make sure your return complies with our policy, as non-compliance can lead to delays.

i) Blue Pegasos Pty Ltd reserves the right to assess and evaluate any returning goods in question before determining the appropriate course of

action, and/or providing a resolution to your request.

j) To initiate a return and/or request, please fill out the notification form located at the bottom of this page/policy.

k) Disclaimer: We will not provide refunds, replacements, exchanges, or store credit, and we reserve the right to refuse cancellation if a claim is

deemed invalid, proof of purchase is lacking, returned goods are damaged or unsaleable, or if the situation does not meet our policy criteria.

 

3. WARRANTY and GUARANTEE

a) We at Blue Pegasos Pty Ltd guarantee that all goods that can be ordered/purchased from our site or in person are:

• in new condition,

• of high-quality approved standards,

• free of any manufacturing/material faults, and

• are fit for the purpose as described.

b) We guarantee our manufactured concussion-absorbing horseshoes (hoof protections), sole plates, and flexi cuffs, crafted from 100% specially

designed, high-quality polyurethane (PU), will provide lasting protection for your horse's hooves without causing any damage or deformation.

c) Our products, crafted from non-toxic, non-breakable, re-usable material excluding plastic, rubber, and composites, are environmentally

friendly and won't cause ground erosion due to its design and flexibility.

d) The colour of the product may vary slightly from the product image displayed on the website, or in advertisements due to the factors such as

lighting, monitor resolution, and/or manufacturing variances.

e) Notice: This notice clarifies that a minor variation in colour, slightly torn packaging, or cosmetic imperfections do not constitute a product fault

or defect and will not affect the product's performance or functionality.

f) Under the Australian Consumer Law (ACL /ACCC), customers/consumers are not initially entitled to reject a product and demand a refund,

replacement, exchange, or compensation for the difference in value for minor faults.

 

4. MAJOR FAULTS - REFUND or REPLACEMENT 

a) If any goods proved to be:

• faulty, defective, or

• are nonfunctional, and is

• significantly different from the description provided at the time of your order/purchase.

b) You will receive either a refund or a replacement for your purchase, at your discretion, including reimbursement for any associated postage

costs, depending on the nature of the issue.

c) To start a return or validation request, email us with your order number and a detailed description of the issue, and then wait for our

response before proceeding.

d) Notice: If a business, after assessment, concludes a customer/consumer claim for a faulty or defective product is not valid, the customer/

consumer is responsible for arranging and covering the costs associated with re-shipping the product, including any handling and assessment

fees.

e) For more details, please view our return notification (ref.:  1.3, (2), a - k).

 

5. NON - OBLIGATIONS

a) Under Australian Consumer Law (ACL /ACCC), businesses aren't obligated to offer refunds, replacements, exchanges, store-credits or to

accept order cancellations, if you:

• simply changed your mind,

• ordered the wrong product,

• find it cheaper elsewhere,

• have no further use for it,

• fail to provide proof of purchase,

• purchased a one-off product from a private seller (e.g. friend, garage sale),

• find it not suitable for your application,

• purchased the product through a third-party,

• have been aware of the problem, or

• the problem is caused by misuse,

• the goods display a minor fault,

• it is normal wear and tear,

• through careless handling.

 

6. MINOR FAULTS - REPLACEMENT

a) For products with minor issues, we offer a replacement, but you'll be responsible for the return and associated postage costs.

 

7. RETURNS and STORE CREDIT

a) If you choose store credit for returned goods, please be aware that the credit will expire after 60 days.

b) Store credit does not accrue any interest charges.

c) If a credit balance isn't used within 60 days, it will be automatically cancelled, and the remaining amount will be forfeited, meaning you won't

receive any refund or credit for the unused amount.

 

8. CUSTOMER SERVICE FEES

a) If the cost of the exchanged goods is higher than the returned goods, you are typically liable for the difference and must pay it before the new

goods are released.

b) If the exchanged goods cost less than the returned goods, you can choose to receive a refund or have the difference credited to your account,

at your discretion.

c) For general replacements and exchanges, a 15% handling fee applies of the value, while refunds, store credits, cancellations, and changes

incur a 25% handling fee of the value, covering processing, restocking, and packaging costs.

 

9. ORDER CANCELLATION or CHANGES

a) Due to our new processing system, once an order is initiated, it cannot be interrupted, stopped, or altered; we cannot interfere with its

progress.

b) We offer you two possible solutions, allowing you to choose the one that best suits your needs or preferences.

c) Option 1: You can abandon your current order before payment and begin a new one with different items or quantities.

d) Option 2: For a finalised and received order, email us with your order number and a description of the issue, and await our response before

proceeding.

 

10. ORDER PROCESSING METHOD

a) Our new automated order processing method leverages technology and systems to streamline the entire order lifecycle, from receiving orders

to distribution, by minimizing manual tasks and maximizing efficiency, ultimately leading to faster fulfillment and reduced costs.

 

11. DISTRIBUTION DELAYS and WRONG ORDERS

a) If a distribution is delayed or if you receive the wrong goods, please notify us immediately via email, so we can assist you in resolving the issue

quickly and efficiently, ensuring a satisfactory outcome.

 

12. INCORRECT INFORMATION PROVIDED

a) To ensure proper order processing and distribution, double-check all details before submitting your order, as the company will not be

responsible for lost orders due to incorrect information.

 

Office Hrs.: You can call us Mon - Wed - and Fri from 10 AM - 2 PM at Australian Eastern Standard Time (AEST)

Internet Hrs.: You can reach us by email, or do your online shopping at any time (24/7)

 

Business Address:

 

Blue Pegasos Pty Ltd
467 O'Keefe Road
Ramsay, Queensland
Australia 4358

 

Contacts:

 

E: sales@bluepegasos.com

P: 0400 170 166 (Nationwide)

P: +61 400 170 166 (Worldwide)

RETURN NOTIFICATION FORM

Notice:
Please carefully review all the information you’ve entered on the form before submitting it to ensure accuracy and prevent potential delays and processing due to errors.