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Refund Policy

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Welcome to Harmony B’Tween Earz

Last updated: April 2026

 

At Harmony B’Tween Earz, each item is handcrafted with care, intention, and a strong focus on comfort, fit, and quality. As many of our products are custom made, this policy outlines how refunds, returns, and adjustments are handled.

 

Custom-Made & Custom-Fit Items

All custom items are made specifically to your selected colours, measurements, and requirements.

  • Custom-made and custom-fit items are not eligible for change-of-mind refunds or returns.

  • If required, at times, the customer will need to take measurements.  In these situations, It is the customer’s responsibility to ensure all measurements and selections are correct prior to confirming their order.  If there is any doubt, please contact us immediately for clarification.

  • Guidance is always available to assist with sizing and design before production begins.

 

Payment & Ownership

Payment is required upon final fitting and delivery.

  • All items remain the property of Harmony B’Tween Earz until full payment has been received.

  • Refunds will not be issued for items that have not been paid for or collected.

 

Faulty or Incorrect Items

If an item is found to be faulty or not made as agreed, please contact Harmony B’Tween Earz within 14 days of receiving your order.

 

Please provide:

  • Order details

  • A description of the issue

  • Clear photos showing the concern

 

Where a fault is confirmed, an appropriate resolution will be provided, which may include:

  • Repair

  • Replacement

  • Refund (where required under Australian Consumer Law)

 

Australian Consumer Law

Nothing in this policy excludes your rights under the Australian Consumer Law.

 

You are entitled to a repair, replacement, or refund if an item:

  • Has a major fault

  • Is not as described

  • Is not fit for its intended purpose

 

Fitting Adjustments (Custom Orders)

As correct fit is essential for your horse or dog:

  • Minor adjustments may be offered following fitting where required.

  • Adjustments are assessed on a case-by-case basis to ensure the best outcome.

 

Non-Custom Items

For ready-made (non-custom) items:

  • Returns may be accepted within 14 days of delivery.

  • Items must be unused and in original condition.

  • Return shipping is the responsibility of the customer.

 

Change of Mind

  • Change-of-mind returns are not accepted for custom-made items.

  • For non-custom items, cancellations must be requested within 48 hours of purchase.

 

Shipping

  • Shipping costs are non-refundable unless the item is faulty or incorrect

 

Contact

If you have any concerns, questions, or need support, please reach out — I am always happy to help.

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📧 jay@harmonybe.au

📞 0421 050 936

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✨ Harmony in unity 💜

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Harmony B’Tween Earz prides itself on second-to-none customer service and will always work with you to achieve the best outcome for you and your horse or pet.

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