Compliments and Complaints procedure
At Wildhorse Homestead, we view every piece of feedback as a “nutrient” for our business growth. Whether you’ve had a transformative experience in our Wellness Studio or encountered an issue with a Pantry product, we want to hear from you promptly.
Compliments and Complaints Procedure
1. Our Commitment
We aim to respond to all feedback within 2 business days. As a boutique, founder-led business, your feedback goes directly to Michelle and De Wet to ensure a personal and fair resolution.
2. How to Share a Compliment
If our Rocky Creek Escape or African Garden Art exceeded your expectations, the best way to support our homestead is:
Digital Love: Leave a 5-star review on our Google Business Profile or Facebook Page.
Social Tags: Tag us @wildhorsehomestead in your photos.
Direct Praise: Email info@wildhorsehomestead.com.au so we can share your kind words with our team.
3. How to Lodge a Complaint
If something isn’t right, we want to fix it. Please follow these steps:
Step 1: Contact Us Directly
To ensure the fastest resolution, please do not use social media comments for complaints. Instead, email info@wildhorsehomestead.com.au or use our Online Contact Form with the subject line “Feedback: [Your Order # or Booking Date]”.
Step 2: Provide the Details
To help us investigate, please include:
Your full name and contact number.
The specific product or service (e.g., Lemon Myrtle Magnesium Blend or Equipment Hire).
A clear description of the issue.
For physical goods: A photo of the product or packaging if it arrived damaged.
Step 3: Our Investigation
Assessment: We will review your claim against our Terms of Trade and Refund Policy.
Action: If a product is faulty or a service did not meet Australian Consumer Law standards, we will offer a repair, replacement, or refund.
Step 4: Resolution
We will contact you via your preferred method (email or phone) to discuss the outcome. If you are unsatisfied with our initial response, we are happy to schedule a 10-minute phone consult with the founders to find a fair middle ground.
4. International Purchases
As per our Terms of Trade, we do not offer refunds or returns on international orders. However, we still value your feedback to help us improve our global shipping and packaging processes.