Customer Service

Marsh Carney Saddlery is committed to providing the best customer service in the industry. We value our customers and their equine companions. Please refer to the below policies, terms & conditions which outline the ways that we ensure these values are upheld in our new online environment.


Terms & Conditons

Conditions of Use

In using Marsh Carney Saddlery website you are deemed to have read and agreed to the following terms & conditions and other applicable law.

Disclaimer of Warranties and Limitation of Liability

The information contained in this website is for general information purposes only. While we endeavour to operate a useful and accurate website, Marsh Carney Saddlery disclaims all warranties, express or implied, including without limitation, warranties regarding the availability, accuracy, or content of materials, information, product or services, or warranties of merchantability, fitness for a particular purpose, title or non-infringement - except as required by law.

Marsh Carney Saddlery does not take any responsibility for verifying the accuracy of information provided by users you may encounter on the website. Our website and all information, content, materials and other services included on or otherwise made available to you through our website are provided by Marsh Carney Saddlery on an “as is” and “as available” basis, unless otherwise specified in writing.

Whilst every effort is made to ensure your online protection, Marsh Carney Saddlery does not warrant that our website or the information, content, materials or other services included on or otherwise made available to through our website, our hosted servers or electronic communications sent from Marsh Carney Saddlery are free of viruses or other harmful components.

Through our Website you may able to navigate to and view other websites which are not under the control of Marsh Carney Saddlery. The inclusion of any links or references on our Website does not imply a recommendation or endorsement of the views expressed within those websites.

Your Release of Liability

You agree not to hold Marsh Carney Saddlery, its owners, officers, employees, agents, contractors and affiliates liable under any cause of action or legal theory, including without limitation, personal bodily injury, loss of property, loss of goodwill, work stoppage, computer failure, or any damages, damages of any kind arising from the use of our website, or from any information, content, materials or other services included on or otherwise made available to you through our website or any information or content that you make available to us. You agree to waive such damages, including without limitation, direct, indirect, incidental, punitive and consequential damages, unless otherwise specified in writing.

Electronic Communications

When you visit Marsh Carney Saddlery or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

Compliance with Terms and Conditions

You will be bound by these terms when you submit an order via the website. Each order you place will be a separate contract between you and Marsh Carney Saddlery for the supply of goods, under these terms.


Shipping & Delivery

Marsh Carney Saddlery uses delivery agents and Australia Post to deliver your goods. Marsh Carney Saddlery will not be held liable for any loss or damage of items delivered. You agree that your details, including your delivery address, will be supplied to the delivery agent for the purpose of delivering your goods.

We are unable to deliver to PO Box addresses.

If you are not personally available to accept delivery, you may appoint a representative to accept delivery in your place. The representative must be over 16 years of age and capable of receiving delivery on your behalf. You agree that we will be entitled to rely on your representative's instructions as if they were your own.

Delivery Fees

The delivery fees for Marsh Carney Saddlery orders generally estimated and charged at check-out, and may vary from time to time with promotions and offers.

Without limiting our right to reject an order, Marsh Carney Saddlery may contact you to adjust the calculated delivery fee for your order. If you do not wish to continue with your order, you may cancel your order, and we will refund any payment made.

Dispatch and Delivery Times

Marsh Carney Saddlery will dispatch all available goods on the next available working day once payment in full has been received, unless arranged otherwise by you. Any items that are on “Back order” will be dispatched as soon as they become available. You will be notified of an expectant date.

Delivery times will vary from state to state. Australia Post will be the main delivery provider of your orders, and tracking numbers will be offered once the order has shipped.

Marsh Carney Saddlery cannot guarantee that delivery will occur in any particular delivery time frames; and Marsh Carney Saddlery is not liable for any Loss, damage, cost, expense or injury you or any third party suffers as a result of a change in delivery times or a delay in delivery. During major sales events orders may experience delivery delays. Marsh Carney Saddlery will provide notification via email of such delays.


Privacy & Security

Our Commitment to privacy

At Marsh Carney Saddlery we're committed to protecting your personal information you entrust to us and keep it safe and secure. This Privacy Policy sets out how we collect, manage and use the personal information we gather from our potential and current customers, suppliers, clients and anyone else who might access our Website.

Collecting personal information

When you interact Marsh Carney Saddlery the personal information we collect may include your:

  • Name
  • Delivery Address
  • Email Address
  • Telephone Number
  • Mobile Number
  • Date of Birth
  • Gender;

    We collect personal information for a number of reasons, however the main reasons why we may collect personal information from you are:

  • to process transactions and to deliver the products you have purchased;
  • to improve our Website and customer service by receiving feedback on our products and services;
  • to assist us in responsibly marketing our products;
  • to assist in the preparation and co-ordination of the newsletters and product updates that we send from time to time.
  • so that we can communicate with our customers, suppliers and other persons or organisations that we do business with;
  • to run competitions and promotions

  • We may collect personal information from you in a number of different ways for example:

  • when you purchase or utilise any of our products;
  • when you subscribe to our newsletter or other similar publications;
  • when you request information from us about our products and services;
  • if you enter one of our competitions, loyalty program or promotions; or
  • if you fill out any of our surveys or marketing material.

    Third parties including our software and website providers may have access to Marsh Carney Saddlery data - their privacy policies can be viewed at: http://www.retailexpress.com.au/privacy-policy/ and http://magento.com/legal/terms/privacy

    Access to personal information

    All customers have the right to request access to their personal information and make any corrections to their personal details they deem necessary.

    Customers can access their information to update or amend once logged in on the My Account page of the webstore.

    Use of Cookies

    When you access our Site, we (including companies we work with) may place small data files on your computer or other device. These data files may be cookies, pixel tags, "Flash cookies," or other local storage provided by your browser or associated applications ("Cookies"). We use these technologies to: recognize you as a customer; customize Magento Services, content, and advertising.

    Contact us

    Please direct all queries about this Privacy Policy, information regarding the retention of your personal details and complaints to Marsh Carney Saddlery: Via email: websales@mcsaddlery.com.au Via post to : The Privacy Officer, PO Box 50, Scone NSW 2337


  • Returns & Replacements

    Customer Satisfaction

    If you are not perfectly happy with your choice of purchase, please return the goods to us in their original and unused condition, with the original packaging, and within 7 days of receipt for an exchange or refund. Please email us at websales@mcsaddlery.com.au or phone the store on (02) 65451599 outlining why you wish to return your products, so that we know to expect these items in coming days.

    A credit may be offered as an alternative to a refund in some cases. Any refund or credit offered will only be for the product and will not include postage.

    Any credit or refund will not be offered until Marsh Carney Saddlery has receipted goods into store for assessment. Return postage is your responsibility, and any goods missing in transit, or not received by Marsh Carney Saddlery will be deemed to remain your property until receipted in store.

    Be sure of your, or your horses size before ordering, freight charges for returning incorrectly sized items, and reissuing correctly sized items are the responsibility of the customer.

    Goods that are returned without fault, in a condition other than their original and unused, or after the 7-day period will not be accepted, and any freight to return them to the customer will be the customers responsibility. Alternatively if not claimed within 30 days, these goods may be destroyed, with no credit offered.

    Return Address

    All goods are to be returned in their original packaging including invoices, labels and header cards and reason for the return to the address below;

    The Returns Officer, Marsh Carney Saddlery, PO Box 50, Scone NSW 2337

    OR if using a freight company

    The Returns Officer, Marsh Carney Saddlery, 124 Kelly St, Scone NSW 2337

    For your protection we suggest that you send your goods back via Express Post with insurance and delivery confirmation for tracking purposes.

    Faulty Goods

    If you deem your purchased product to be faulty, you will need to return the goods to our store for assessment.

    Please understand that it is the Supplier's discretion as to whether an item has a Manufacturer's fault, or if the item was misused in any way or used for a purpose for which it was not intended.

    Marsh Carney Saddlery adhere to the returns and replacement policies put out by Department of Fair Trading, visible on their website.

    Any goods returned to us, may be forwarded to our supplier for assessment. Please be aware this process can take up to 14 days upon our receipt of these goods.

    Goods that are returned without fault, in a condition other than their original and unused, or after the 7-day period will not be accepted, and any freight to return them to the customer will be the customers responsibility. Alternatively if not claimed within 30 days, these goods may be destroyed, with no credit offered.


    Ordering

    Placing Orders For Goods

    An order submitted by you is an offer by you to purchase Goods for the Price (plus any delivery fee) as specified at the time you submit your order. In completing the order form, you agree to provide complete and accurate personal details (or those of the recipient of gifts) to enable the processing and delivery of your order. This information will also be used by the Delivery Agent to deliver your order. PO Box numbers will NOT be accepted as delivery address.

    Marsh Carney Saddlery will not be liable to you for your loss or that of any third party for a delay or failure to process, fulfil or deliver goods to you (or your nominated recipient) due to inaccurate or incomplete personal details provided in an order by you.

    You also agree to have obtained consent to provide Marsh Carney Saddlery with personal details of recipients of gifts ordered by you, prior to placement of order.

    You may order from Marsh Carney Saddlery if you are aged 16 years or over, have an active email account and a telephone number at which you can be contacted.

    Once you submit your order, cancellations of your order or changes to the Goods in your order cannot be made if posted already or (unless by agreement with Marsh Carney Saddlery or otherwise under these terms). However, you can return Goods under the Returns Policy. You should check your order carefully before submitting your order. For terms on cancellations or returns see Returns & Replacements.

    You will be provided with an order number when you submit your order. Once payment has been received you will be invoiced for the order. The order number will be required when contacting Marsh Carney Saddlery about your order.

    Acceptance & Rejection of Orders

    Marsh Carney Saddlery reserves the right to accept or reject your order for any reason at any time. Acceptance of the order will be taken to be at the time of physically shipping the order.

    When we accept an order, it constitutes an agreement by Marsh Carney Saddlery to supply the goods under these terms.

    If we reject an order, we will notify you of the reason for rejection via email within 5 Business Days. Notification will be via e-mail.

    Marsh Carney Saddlery will not be liable to you for your loss or that of any third party for the rejection of an order.

    If we reject an order and your payment for the goods has already been processed, we will refund any money paid to us in respect of that order.

    If we cannot contact you about your order using the contact details you provide in the order, after having made reasonable attempts to contact you, we will reject the order and notify you of that rejection via phone or email within 5 Business Days.

    Changing order & Cancellation Policy

    You may be able to change or cancel your order if you advise us prior to your order being shipped. To see if your order can be changed or cancelled please email us at websales@mcsaddlery.com.au or phone the store. If your order has been shipped, please refer to the Returns & Refund Policy to arrange to return your order, should this be required.

    Availability of Goods

    Whilst every effort is made to ensure the accuracy of all information on our website, from time to time, some goods on the website may be out of stock or unavailable and we may not be able to fulfil all or part of your order. We will also remove goods from sale if when we pick these goods we deem them to be below the quality or standard that you, our customer would expect. If this happens, Marsh Carney Saddlery will contact you at all stages and use reasonable endeavours to either.

  • Source the goods; or
  • Arrange a full or partial refund; or
  • Amend the order to replace the good(s) with a comparable product in a similar price range (where available) as agreed with you; or
  • Come to an alternative arrangement by negotiation
  • Where a comparable product or alternative arrangement can not be agreed, we will refund you any monies paid for the goods that have not been shipped.

    We may withdraw or suspend from sale any goods displayed on the website, either temporarily or permanently, at any time. Marsh Carney Saddlery will not be liable to you for any loss you or any third party suffer as a result of a withdrawal or suspension of sale of a particular good.

    Where a good which is the subject of an order has been withdrawn or suspended from sale and your payment for the good has already been processed, we will refund any money paid to us.

    Marsh Carney Saddlery reserves the right not to honour any incorrect offers represented on the website made by genuine human or system error. Where your order is affected by an error on the website (for example, in a description, an image, Price or otherwise), we will reject that part of the order affected by the error. You will be refunded the value of that part of your order affected by the error, and Marsh Carney Saddlery will fulfil the remainder of your order. If you are not satisfied with the partial fulfilment of your order, you can return your order to us under the Returns Policy.

    You acknowledge and agree that:

  • all pictures and images of goods displayed on the Website are for illustrative purposes only, and the sizes and dimensions of goods may differ in real life, and any accessory featured with the goods is for illustrative purposes only, and may be sold separately;
  • you have read any written description of the goods on the website before submitting your order;
  • the colour of goods as shown on the website may slightly in real life; and
  • where we provide dimensions and measurements in the descriptions of a good , it is your responsibility to ensure that the actual size of each good is suitable for your purpose prior to submitting your order (including whether there is appropriate and safe access to your delivery address for delivery of the good).

  • Payment, Pricing & Promotions

    The price in respect of a good is specified on the website. Unless otherwise stated, all Prices quoted are in Australian Dollars and where applicable, inclusive of goods and services tax (GST). GST does not apply to the purchase of Gift Vouchers. Any fees and charges (e.g. Delivery Fees) imposed by these terms also include GST where applicable.

    Marsh Carney Saddlery reserves the right to change or alter prices of goods on the website without notice to you. If you have already submitted an order at a particular Price, there will be no change or alteration to that price (provided your order is not affected by a pricing error, in which case the procedure in “Availability of Goods” will apply).

    For each order, we will charge you and you agree to pay:

  • the price (which is the price at the time the order is submitted); and
  • the delivery fee.
  • You can pay for your goods by any of the methods specified on the Order form on the Website, including, direct deposit, credit card, Pay Pal or Gift Voucher. When paying by credit card or Gift Voucher, you authorise Marsh Carney Saddlery to place a hold up to the value of your order on your card. Payment is only debited from your card at the time your order is ready for delivery agent used by Marsh Carney Saddlery. The name on the credit card or Gift Voucher used for the payment must match the name on the order.

    Goods can not, and will not, be shipped until payment has been cleared into our account. You will receive notification once payment has been received, as the order will progress to a 'Complete' status.


    My Account

    Viewing Orders

    You are able to view previous orders that you have placed with us, both in store and online when you log into My Account.

    This section of our site allows you to view the status of any current orders, and print invoices for any past or completed orders. You can also re-order previously ordered products.

    Updating Account Information

    Please log into the My Account section of the webstore to view, change, update or amend any information you require.

    You can also e-mail websales@mcsaddlery.com.au in order to update your details.


    Dispute Resolution & Customer Complaints Policy

    Marsh Carney Saddlery aims to deliver an excellent online shopping experience and we are keen to receive feedback from you to help improve our service to you. To make an official complaint, simply email sales@mcsaddlery.com.au with the subject "Complaint: For the attention of Management".

    We take all complaints seriously, and you should expect a response from us within 5 business days, this is to allow us time to investigate your complaint.


    Store Contact Details and Opening Hours

    Scone Outlet - Head Office

    Marsh Carney Saddlery, 124 Kelly Street, Scone NSW 2337 Australia; OR PO Box 50, Scone NSW 2337 Australia

    Phone: 02 65451599; Fax: 02 65453066; Email: sales@mcsaddlery.com.au

    Opening Hours; Monday 8:30am to 5:30pm; Tuesday 8:30am to 5:30pm; Wednesday 8:30am to 5:30pm; Thursday 8:30am to 5:30pm; Friday 8:30am to 5:30pm; Saturday 8:30am to 12:30pm.

    Dubbo Outlet

    Marsh Carney Saddlery, 18 Talbragar Street, Dubbo NSW 2830 Australia; OR PO Box 9, Dubbo NSW 2830 Australia

    Phone: 02 6882 6441; Fax: 02 68823243; Email: sales@mcsaddlery.com.au

    Opening Hours; Monday 9:00am to 5:00pm; Tuesday 9:00am to 5:00pm; Wednesday 9:00am to 5:00pm; Thursday 9:00am to 5:00pm; Friday 9:00am to 5:00pm; Saturday 9:00 am to 1:00pm.

    Tamworth Outlet - Hiscocks Saddlery (Tamworth)

    Marsh Carney Saddlery, 222 Marius Street, Tamworth NSW 2340 Australia; OR PO Box 999, Tamworth NSW 2340 Australia

    Phone: 02 6766 2187; Fax: 02 6766 6210; Email: sales@mcsaddlery.com.au

    Opening Hours; Monday 9:00am to 5:30pm; Tuesday 9:00am to 5:30pm; Wednesday 9:00am to 5:30pm; Thursday 9:00am to 5:30pm; Friday 9:00am to 5:30pm; Saturday 9:00 am to 12:30pm.