LEG UP REFUND AND RETURNS POLICY

Last updated: July 2026

Leg Up Equine is operated by Pure Oil New Zealand Limited.

Consumer guarantees

Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993.

If a product is faulty, damaged, unsafe, incorrectly described, not fit for its intended purpose, or otherwise fails to meet a guarantee under New Zealand consumer law, you may be entitled to a replacement, refund or another appropriate remedy.

Nothing in this policy limits or excludes any rights you have under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.

Damaged, faulty or incorrect products

Please contact us as soon as reasonably possible if:

• your order arrives damaged;
• you receive the wrong product;
• an item is faulty or defective; or
• part of your order is missing.

Where damage is visible on delivery, please contact us within 72 hours where possible. Reporting freight damage promptly helps us investigate the matter with the courier, but this timeframe does not limit your rights under New Zealand consumer law.

Contact us at legup@pureoilnz.co.nz or +64 3 928 1734 and provide:

• your name and order number;
• a description of the issue; and
• photographs of the product, packaging and courier label where relevant.

We may ask you to retain or return the affected product so that we can assess the issue. Please do not dispose of a damaged or faulty product unless we have confirmed that this is acceptable.

Where a product does not meet the guarantees required by New Zealand law, we will provide an appropriate remedy. Depending on the circumstances, this may be a replacement, refund or another remedy available under the Consumer Guarantees Act.

We will cover reasonable return and replacement delivery costs where we supplied an incorrect, damaged or faulty product.

Refunds

Once a refund has been assessed and approved, we will normally process it within seven business days.

In most cases, refunds will be returned to the original payment method used for the order. Where this is not reasonably possible, we may arrange another suitable refund method with you.

The time taken for the funds to appear in your account may depend on your bank or payment provider.

If only part of an order is affected, we may refund the affected product and any applicable delivery costs rather than the entire order.

Change-of-mind returns

You are not automatically entitled to a refund or exchange because you have changed your mind, ordered the wrong product or no longer want the product.

However, we will endeavour to resolve reasonable return enquiries where it is practical and appropriate to do so.

Any change-of-mind return is accepted at our discretion and will generally require that:

• you contact us within 30 days of receiving the order;
• the product is unopened, unused and in saleable condition;
• the product is returned in its original packaging;
• you provide proof of purchase; and
• the product has been stored appropriately.

For animal-feed and consumable products, we will generally not accept a change-of-mind return once the packaging has been opened or the product has been used. This is for product quality, safety and traceability reasons.

Unless we agree otherwise, the customer is responsible for the cost of returning a change-of-mind item. Any original delivery charge is not normally refundable.

Discounted products approved for return will be refunded or credited at the amount actually paid.

This section does not limit your rights where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet New Zealand consumer guarantees.

Returning a product

Please do not return a product before contacting us.

We will provide return instructions and confirm whether the product needs to be returned. Products returned without prior approval may be delayed or may not reach the correct person.

Please package any approved return securely and retain proof of postage until the matter has been resolved.

Business purchases

Where products are acquired for business purposes, the Consumer Guarantees Act may not apply if the legal requirements for contracting out of that Act have been met.

Any agreement to contract out of the Consumer Guarantees Act must comply with New Zealand law and be fair and reasonable.

Contact us

Leg Up Equine
Operated by Pure Oil New Zealand Limited
25 Hoskyns Road
Rolleston 7675
New Zealand

Email: legup@pureoilnz.co.nz
Phone: +64 3 928 1734