Refund policy

Return & Refund Policy

Scope and Intent

This Return & Refund Policy applies to all purchases made through the Equin website at shopequin.com.

Return Window

You may return your purchase within 30 days of delivery. Items returned due to a change of mind must be unused, undamaged, and in their original packaging.

How to Start a Return

  1. Contact us: Email getequin@gmail.com with your order number and the reason for your return.
  2. Get authorization: After reviewing your request, we'll reply with step-by-step return instructions, the return address, and—where applicable—a prepaid shipping label.
  3. Pack and ship: Securely pack the item in its original packaging with all labels attached, include any requested documents or photos, and send it to the address we provide.

Return Costs

  • Defective, damaged, or incorrect products: No cost to you. This applies when the product arrives incorrect, is damaged by the carrier, or is defective in any way.
  • Change of mind: The actual cost of return shipping is the customer's responsibility. This applies when you ordered the wrong product or no longer want the item.

Specific Conditions

  • Change of Mind: Return within 30 days, provided the item is unused, undamaged, and in original packaging.
  • Defective Goods: Contact us immediately. Equin will cover return shipping and provide a replacement or refund.
  • Damaged Goods: Send photos of the damage within 48 hours of delivery. We'll assess and cover return costs where applicable.
  • Incorrect Product Received: Contact us and we'll arrange the return and send the correct item at no cost to you.
  • Product Never Arrived: Contact us so we can open an investigation with the carrier. If the package can't be located, we'll offer a full refund or a replacement.
  • Cancellation: You can cancel your order any time before it ships. If it has already shipped, please follow the return procedure after it arrives.

Refund Timelines

  • Processing: Once we receive and inspect your return, we'll process the refund within 14 days and send you a confirmation email.
  • Approval: Change-of-mind refunds are approved when the item is unused, undamaged, and in original packaging. Refunds for defective or incorrect items are approved after inspection.
  • Method: Refunds are issued to the original payment method used at purchase. Depending on your bank or card provider, it may take a few additional business days to appear.

No Restocking Fee

Equin does not charge a restocking fee on any return.

Exceptions

For health and hygiene reasons, opened or used consumable products cannot be returned unless they are defective. Custom or personalized items are also non-returnable.

Your Legal Rights

This policy does not affect any rights you may have under applicable consumer protection law.

Questions?

Visit our FAQ page or contact our customer service at getequin@gmail.com.