Refund policy
Returns & Refunds
We hope you love your SS Club pieces as much as we loved creating them. If something isn’t quite right, we’re here to help.
Change of Mind Returns
Changed your mind? No problem.
We accept returns of eligible items within 14 days of delivery, provided they are unused, unwashed and in their original condition with all tags and packaging intact.
To arrange a return, please contact us with your order number before sending your item back.
Return shipping for change-of-mind purchases is at the customer’s expense. Original shipping charges are non-refundable. Once your return has been received and inspected, your refund will be processed back to your original payment method.
Exchanges
Need a different size, colour or item? Please get in touch and we’ll do our best to help, subject to stock availability.
Where a direct exchange isn’t possible, we may arrange a return and refund so you can place a new order.
Faulty or Damaged Items
Quality matters to us. If your SS Club product arrives damaged, faulty, or isn’t as it should be, please contact us as soon as possible with your order number and photos of the issue.
Where an item is faulty, we’ll work with you to provide an appropriate remedy in accordance with the New Zealand Consumer Guarantees Act 1993, which may include a repair, replacement or refund depending on the circumstances.
Where we are responsible for the return, we’ll cover reasonable return shipping costs.
Return Condition
Because our products are designed for life around horses, please take care when trying or inspecting your purchase.
We cannot accept change-of-mind returns for items that have been used, washed, damaged, altered, covered in horse hair or dirt, or otherwise returned in a condition that means they cannot reasonably be resold as new.
This does not limit your rights where an item is faulty or otherwise covered by the Consumer Guarantees Act.
Sale Items
Unless stated otherwise, sale items can be returned under the same change-of-mind conditions above.
Items clearly marked Final Sale cannot be returned for change of mind. Your rights under New Zealand consumer law still apply if an item is faulty.
How to Make a Return
Email us at ssclub@outlook.com with:
- Your name and order number
- The item you’d like to return
- Your reason for returning it
- Photos if the item is faulty or damaged
We’ll reply with the return instructions and address.
Refund Processing
Once we receive and inspect your return, we’ll let you know when your refund has been approved.
Approved refunds will be issued to your original payment method. Depending on your bank or payment provider, it may take several business days for the funds to appear in your account.
SS Club
Otago, New Zealand
Last updated: September 2026
Small recommendation: I’d use 14 days for voluntary/change-of-mind returns. It feels customer-friendly for an online brand without leaving you exposed to returns months later. Importantly, the 14-day limit shouldn't be presented as applying to faulty products, because customers' statutory rights under NZ consumer law can extend beyond that.