RETURNS POLICY

All products sold by EQUINE WELLNESS CO. are covered by the consumer guarantees under Australian Consumer Law. For further details please visit the ACCC website or contact your local fair trading or consumer affairs body.

If a product you purchased from us has a major problem with it, including if it is significantly different from how it is described on our website, you may request a replacement or refund. We will cover the cost of return postage in such instances but we cannot refund the original shipping costs, if any.

We are also pleased to offer all our customers a 14-day change-of-mind return policy., which means you have 14 days after receiving your item to request a return for any reason.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You will be responsible for all postage costs associated with the return (including shipping costs for sending out a replacement).

We will offer you store credit, an exchange or a refund at our discretion for all change-of-mind returns.

Note that requesting an item of a different size falls under our change-of-mind return policy. All sale items are excluded from the change-of-mind return policy.
To start a return, you can contact us at equinewellnessco@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at equinewellnessco@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and provide you with an appropriate solution.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, supplements, or veterinary medicines), custom products (such as special orders or personalised items), and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Note these items are still covered by the consumer guarantees so in the event that you identify a major problem with such items please get in touch with us as soon as possible so we can work with you to find a solution.

Returns Processing
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll be offered store credit, an exchange or a refund on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.