Buyer Protection
Every purchase on The Tack Room is protected. Your payment is held securely until you confirm you're happy with your item.
Your payment is held in escrow
When you pay, your money goes to Stripe — not the seller. It stays there until your item arrives and you confirm receipt. Stripe Payments Australia Pty Ltd (AFSL No. 458965) holds the funds.
48-hour dispute window
Once your tracking shows as delivered, you have 48 hours to raise an issue. If something is wrong — item not as described, damaged, or didn't arrive — open a dispute through your order page.
Raise a dispute if something's wrong
Go to My Orders → select your order → "Report an issue". Our team reviews every dispute and will either issue a refund or release funds to the seller.
Automatic payout when all is good
If no dispute is raised within 48 hours, the seller is paid automatically. You don't need to do anything.
What's covered
- Item significantly not as described
- Item arrives damaged
- Item never arrives (tracking not updated within 5 days)
What's not covered
- Change of mind after purchase
- Transactions completed outside the Platform
- Items that match the seller's description but didn't meet your personal expectations
Questions about a specific order?
Contact Support