Refund policy

Return & Refund Policy for Equine Botanicals

At Equine Botanicals, we take pride in the quality of our products and strive to ensure our customers are satisfied with every purchase. If for any reason you are not entirely satisfied with your order, we are here to help. Please review our return and refund policy below.

Eligibility for Returns:

  1. Damaged or Defective Products:

    • If your product arrives damaged or defective, you may be eligible for a return or exchange. Please contact us within 7 days of receiving the item to report the issue and provide photographic evidence of the damage.

  2. Incorrect Products:

    • If we sent you the wrong product, we will gladly correct our mistake. Please notify us within 7 days of delivery to arrange a return or exchange.

  3. Unsatisfactory Products:

    • If you are unsatisfied with the product (e.g., your horse doesn’t respond well to the product), we offer returns or exchanges on unopened and unused products within 30 days of purchase.

  4. Non-Returnable Products:

    • Opened or partially used products are not eligible for returns.
    • Any items marked as "final sale" or promotional items cannot be returned or exchanged.

Return Process:

  1. Contact Us:

    • Before returning any product, please email our customer service team at admin@equinebotanicals.com.au with your order number, a description of the issue, and supporting photos (if applicable).

  2. Return Shipping:

    • If your return is approved, we will provide you with a return address.
    • Customers are responsible for return shipping costs unless the product is defective or incorrect.
    • We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

  3. Condition of Returned Items:

    • All returned items must be in their original packaging and in resellable condition (unless damaged or defective upon arrival).

Refunds:

  1. Processing Refunds:

    • Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
    • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

  2. Partial Refunds:

    • In some cases, only partial refunds will be granted (e.g., any item not in its original condition or missing parts for reasons not due to our error).

  3. Late or Missing Refunds:

    • If you haven’t received a refund after the processing time, first check with your bank or credit card company, as it may take some time before your refund is officially posted.
    • If you’ve done this and still have not received your refund, please contact us at admin@equinebotanicals.com.au

Exchanges:

  1. Damaged or Incorrect Products:

    • We only replace items if they are defective, damaged, or incorrect. If you need to exchange it for the same item, please contact us to arrange the exchange.

  2. Shipping for Exchanges:

    • Customers will be responsible for shipping costs on exchanged items unless the product is defective or incorrect.

Cancellations:

  1. Order Cancellations:
    • Orders can be canceled within 24 hours of purchase. Please contact our team immediately to process the cancellation.
  2. Processing Refunds for Cancellations:
    • If a cancellation request is submitted after the order has shipped, the customer will need to return the item (at their expense) to receive a refund.

Sale and Promotional Items:

  • Only regular-priced items may be refunded; unfortunately, sale or discounted items cannot be refunded unless damaged or defective.

Contact Information:

If you have any questions regarding our return and refund policy, please contact us at:

  • Email: admin@equinebotanicals.com.au
  • Phone: 0488 776 566
  • Business Hours: Monday to Friday, 9 AM – 5 PM (AEST)