Returns & Exchanges

We hope that you are happy with your products, but if you aren’t, we do understand that sometimes when buying online that items may not be as expected, you may need a different size or you might have just changed your mind!

Our returns policy lasts 30 days. If you are unhappy with your purchase, you may return or change your product without reason within 30 days of the delivery of the goods. We are now offering FREE exchanges (this does not reply to returns). See full details below. 

This policy does not affect your statutory rights.

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. 

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.
  • Any faulty product under guarantee will be replaced, repaired
    or refunded at our discretion

You can also register your product with us by completing our online form here.

Portion Pacer Guarantee: 

The PortionPacer Haynet has been designed for Equine use in the stable and has not been tested as suitable for other animals or in the field.

Our guarantee covers reasonable wear and tear where care has been taken to minimise damage during normal use.

Our guarantee doesn't cover accidental damage (i.e. catching on a nail, broken fence etc), deliberate damage (i.e. shearing or cutting), unreasonable or avoidable wear and tear (i.e. hanging against a highly abrasive surface, or any modifications to the design.

In order to receive a refund for your return:

• your item must be clean, unused and in the same condition that you received it.
• your item must be in its original packaging.
• your item must be returned to us within 30 days from receipt of your order*.
• to return your product, you can use our Royal Mail Tracked Returns Portal
• if you choose to arrange your own shipping, please fill out our Online Returns Form before returning your item and send your product to:

FOA Returns
Equilibrium Products LTD
Care of Diamond Logistics
Unit 11-15 Double Arches Business Park
Eastern Way, Heath and Reach, Leighton Buzzard, Bedfordshire, LU7 9LF
United Kingdom

PLEASE INCLUDE YOUR DETAILS INSIDE YOUR RETURNS PARCEL SO WE KNOW WHO SENT IT

Once your item has been received and inspected, your return will then be processed. If a credit for the order is needed, this will automatically be applied to your credit card or original payment method.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable, however your return postage will be refunded in full if the fault lies with Equilibrium Products (i.e. incorrect item or faulty product).

Depending on where you live, the time it may take for your exchanged product to reach you may vary. We aim to process all refunds within 7 working days.
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For when you’re not sure on size, or maybe the product style, take advantage of our free exchanges for an easy switch at no extra cost to you. T’s & C’s Apply.

In order for your item to be eligible for exchange:

  • your item must be clean, unused and in the same condition that you received it.
  • your item must be in its original packaging.
  • your item must be returned to us within 30 days from receipt of your order*.
  • you must fill out the exchanges form before returning your item, and include your name, order number and address inside your return package.
  • to return your product, you can use our Royal Mail Tracked Returns Portal:
    http://www.royalmail.com/track-my-return/create/8155

If the item you would like to exchange is out of stock or unavailable, you can exchange for any item of the same or greater value, or choose to wait for the item to come back into stock.

Fill in the exchanges form for a member of our team to organise your free exchange.

Terms and Conditions:

  1. You are only eligible for a free exchange once per order.
  2. You can only send the item back to us using our dedicated and chosen courier.
  3. If you choose to return the exchanged item for a refund, this will be so at your own cost.
  4. Once an item is returned for exchange, please allow 5-7 working days for us to process and ship the new item to you.
  5. In the instance where you are exchanging for an item of greater value, we will contact you to pay the difference.

*unless otherwise stated on our website

If you are unhappy with your purchase, you may return sale items within 14 days of the delivery of the goods.

We're sorry to see you're interested in returning your product. Please post it to:

To return your product, you can use our Royal Mail Tracked Returns Portal:
http://www.royalmail.com/track-my-return/create/8155

Or arrange your own shipping to the address below:

FOA Returns
Equilibrium Products LTD
Care of Diamond Logistics
Unit 11-15 Double Arches Business Park
Eastern Way, Heath and Reach, Leighton Buzzard, Bedfordshire, LU7 9LF
United Kingdom

PLEASE INCLUDE YOUR DETAILS INSIDE YOUR RETURNS PARCEL SO WE KNOW WHO SENT IT

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Do You Have Any Questions?

Can't find your answer above or have a specific question for your horse? Use this form to get in touch with the team.

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