Refund and Returns Policy

Ensuring your satisfaction is paramount when you bring equine care products into your barn. If an item arrives damaged, missing parts, or is otherwise unsuitable for its intended use, this policy outlines the straightforward steps for returning or exchanging products related to at-home horse care. Please review the guidelines below to facilitate a smooth resolution.

1. Initiating a Return

When a product does not meet expectations—whether it’s a grooming tool with a broken handle, a cooling leg wrap with a torn seam, or a detangler spray that dispenses improperly—notify our support team immediately. Provide your order reference, the name of the item, and a concise description of the issue. Including clear photographs of the defect and original packaging helps us understand the problem and expedites approval.

2. Receiving Authorization

Once we review your submission, you will be issued a unique Return Authorization (RA) code. This code must accompany any returned items and be referenced in all communications. Please wait for this code before shipping, as unapproved returns may not be processed correctly.

3. Packaging Your Return

Proper packaging ensures products arrive safely for evaluation. Whenever possible, use the original box, foam inserts, and protective sleeves. If original materials are unavailable, select a sturdy corrugated box that allows 5–10 cm of clearance on all sides. Follow these best practices:

  • Protect Fragile Components: Wrap glass or plastic bottles, hoof picks, and metal hardware in bubble wrap.
  • Secure Soft Goods: Fold leg wraps, mitts, and masks neatly and place inside sealable plastic bags.
  • Contain Small Parts: Store gloves, nozzles, and screws in a labeled pouch or small box.
  • Include Documentation: Place a printed copy of your RA code and order details inside the package.
  • Label Clearly: Affix the RA code prominently on the outside of the box.

4. Shipping Your Return

Use a reliable carrier that provides tracking and package insurance. Unless the error originated on our end—such as receiving the wrong product or a factory defect—the return shipping cost is your responsibility. Retain your shipping receipt and tracking number until the return is confirmed as received.

5. Inspection Process

Upon arrival, your package is logged under its RA code and forwarded to our Returns Team. Each item undergoes a careful condition check:

  1. Verification: We confirm the model number and serial tags match your original purchase.
  2. Functional Testing: Moving components (e.g., clamps on hoof stands, buckles on masks) are tested, and liquids (sprays, gels) are examined for proper flow or viscosity.
  3. Physical Assessment: Fabrics are inspected for tears, seams for integrity, and bristles for wear.
  4. Completeness Check: All included accessories—pouches, instructions, and replacement parts—are verified.

This hands-on evaluation allows us to distinguish true defects from normal wear or customer misuse.

6. Available Resolutions

After inspection, you will be offered the following options:

  • Replacement Shipment: Receive the same product—fully inspected for quality—shipped at no extra cost.
  • Component-Only Replacement: If only a part is defective (e.g., a spray nozzle, gel insert, or Velcro strap), we send that component without returning the entire item.
  • Alternate Item Exchange: If the original item is out of stock, select a comparable horse-care product of equal value.
  • Store Credit: Apply the refunded value toward any future purchase of physical horse-care supplies.

When contacting support, please indicate your preferred resolution to streamline processing.

7. Special Items and Consumables

Consumable products—like single-use gel inserts or disposable wipes—are eligible for exchange only if returned unopened in original, sealed packaging. Opened items cannot be restocked. Multi-component kits may qualify for partial returns of specific parts rather than the entire assembly.

8. Communication & Follow-Up

We strive for transparency. You will receive updates via email when:

  1. Your RA code is issued.
  2. The return arrives and is logged.
  3. The inspection is complete and your selected resolution is in progress.
  4. Your replacement, exchange, or credit has been fulfilled.

If you have questions at any stage—about packaging, shipping, or status—simply reference your RA code in all correspondence for prompt assistance.

Your satisfaction and your horse’s well-being are our top priorities. By following this policy’s clear, step-by-step process, you help us handle your return efficiently and get you back to smooth, worry-free equine care.