Returns, Refunds & Exchanges

We want you to feel confident choosing Hello Quality Equestrian. This policy explains how to request a return, exchange or refund, while preserving your rights under applicable South African consumer-protection law.

Important: Nothing in this policy limits or removes a right or remedy that cannot lawfully be excluded, including rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. If a statutory right provides a more favourable remedy than the process below, the statutory right will apply.

Our 14-day return policy

For eligible ready-to-wear purchases made through our online store, you may request a return within 14 calendar days after delivery.

To qualify for this voluntary return option, the item must be:

• Unused, unworn and in saleable condition
• Free from dirt, marks, damage, odours or signs of riding
• Returned with its original packaging, tags and accessories
• Accompanied by your order number or other proof of purchase

Footwear should be tried on indoors on a clean, soft surface. Please do not ride, walk outdoors or test boots in the yard if you may need to return them.

This 14-day policy is separate from your legal rights relating to defective, unsafe, damaged or incorrectly supplied goods.

Online purchases and statutory cooling-off rights

Some electronic transactions may qualify for a statutory cooling-off period under South African law. Where that right applies, you may cancel within the period prescribed by law, subject to the exclusions and conditions set out in the legislation.

Goods made to your specifications, personalised goods and other legally excluded categories may not qualify for a statutory cooling-off cancellation. This does not remove your rights if the goods are defective, damaged or not what you ordered.

Faulty, damaged or incorrect items

Please contact us as soon as reasonably possible if your order arrives damaged, is not what you ordered or has a manufacturing defect. Send your order number, a clear description of the issue and photographs will be helpful. We will assess the concern fairly and explain the available remedy.

Under the Consumer Protection Act, goods that fail to meet the required quality, durability or performance standards may qualify for a remedy. Where applicable, a consumer may be entitled to request a repair, replacement or refund within the statutory period, subject to the circumstances and requirements of the law.

Normal wear and tear, accidental damage, incorrect use, neglect, unauthorised alterations and failure to follow care instructions may not be treated as manufacturing defects. We will not use this wording to exclude a remedy where the law requires one.

Custom, personalised and made-to-order products

Custom personalised and made-to-order products are created or ordered specifically for you. Because these products cannot generally be resold as standard stock, a return may not be available once production or sourcing has begun.

Before work begins, we will confirm the relevant measurements, specifications, design details, price and expected lead time. Please review these details carefully. If a custom or made-to-order product is defective, materially different from the agreed specification or incorrectly supplied, your applicable legal rights remain protected. All items can be altered, so always an option to fix whatever issue that may arise, please contact us.

Exchanges

For an eligible return, we may assist with an exchange for another available item of the same value, subject to stock and fit. If the replacement costs more, you may pay the difference. If it costs less, we will explain the available credit option.

Where a statutory refund or other remedy applies, an exchange or store credit will not replace that remedy unless you choose it. 

Sale and discounted items

Discounted or sale items are not automatically excluded from consumer rights. They must still be as described, fit for their intended purpose and of acceptable quality. Our return conditions may apply to sale items, and statutory remedies remain available where required by law. No cash refunds allowed on SALE items, custom or Gift Card purchases.

How to request a return

1. Email sales@helloquality.co.za within the applicable return or cancellation period.
2. Include your full name, order number, the item concerned and the reason for your request.
3. Attach photographs if the item is damaged, defective or incorrect.
4. Wait for our written return instructions before sending anything back.
5. Package the item securely with its original packaging, tags and accessories where applicable.

Items sent back without first contacting us may be delayed while we identify the order and assess the request. This does not remove any legal right you may have.

Return shipping costs

For an approved return, the customer is generally responsible for the reasonable cost of returning the item unless we agree otherwise.

If the item is defective, damaged in transit or incorrectly supplied, we will discuss the appropriate return arrangements and will not unfairly transfer costs that should be carried by the supplier under applicable law.

Refunds

Once the return or cancellation has been approved and any required assessment is complete, we will process the refund using the original payment method where reasonably possible, unless another method is agreed.

Your bank, card issuer or payment provider may take additional business days to display the funds. We will confirm the refund status and provide any available reference information.

Where a statutory remedy applies, the timing and form of the refund will be handled in accordance with the applicable legal requirements.

Repairs and alterations

Items submitted for repair or alteration are handled under the agreed repair scope, quotation and repair terms. A repair or alteration can change the appearance, fit or performance of a product, particularly where the original item has been worn or previously modified. We will explain material risks and obtain approval for quoted work before proceeding.

For repair enquiries, please contact us before sending an item.

Need help?

We are happy to help with sizing, fit, returns and product questions. Contact us at sales@helloquality.co.za and include your order number so we can assist efficiently.

Hello Quality Equestrian
Clear terms. Considered service. Footwear made for real riders.