As a brand that takes pride in our products, we want you to be able to have that same pride, but also trust in them too.
As a result, all our products are covered under a one-year guarantee, unless stated otherwise. Exceptions to this include:
- Equilibrium Massage range is guaranteed for two years, from the day of purchase HOWEVER when you buy from equilibriumproducts.com, you get an extra years' guarantee to make this three years.
- Portion Pacer Haynets are guaranteed for three years. Further details below relating to this.
All you need to do, is keep your physical or email receipt, or have an order confirmation email, with the date of purchase and product details. Of course, this guarantee is only valid if the product is used and cared for in accordance with our instructions. However, please do bear in mind if you are looking to buy one of our products second-hand, the guarantee is not transferable to another person.
Meet Clare, our Customer Care Manager!
We hope you don’t need to speak to Clare regarding a problem with your product, however these things do occasionally happen. If you have an issue (or even a question), whether the product is newly purchased or outside of its guarantee period, please don’t hesitate to get in touch with her on 01442 879 115 or email info@equilibriumproducts.com and she will do her best to resolve the problem for you.
The Specifics
Now to get into a bit more of the nitty gritty details, the following are specifically excluded from the terms and conditions of our guarantee:
- Damage caused by misuse, accident, negligence or improper handling of the product or not used in accordance with instructions.
- Normal wear and tear.
- Any modification made by the purchaser to the product or any repairs other than by an authorised agent.
- Damage resulting from incorrect maintenance according to the instructions of use (e.g. stored in damp/wet conditions, washed on too hot a wash).
- The guarantee on Equilibrium® Massage products is only valid if the correct Equilibrium Interchangeable Charger and correct Equilibrium Battery are used, the mains charger attachment appropriate to the country of use must be used.
- The guarantee is invalid if used with an adapter. Damage caused due to the use of the product on voltage other than that stamped on the product.
You can also register your product with us by following the link below to the online form.
Portion Pacer Guarantee
The PortionPacer Haynet has been designed for Equine use hung up in the stable or in a suitable place in the field, and has not been tested as suitable for other animals or for feeding from the ground.
Covers:
- Reasonable wear and tear where care has been taken to minimise damage during normal use.
Doesn't Cover:
- Accidental Damage (i.e. catching on a nail, broken fence etc)
- Deliberate Damage (cutting, shearing)
- Unreasonable or avoidable wear and tear (i.e. hanging against a highly abrasive surface)
- Any modifications to the design.