Returns & Exchanges

Returns & Exchanges

Refund or Exchange

We will return or exchange any incorrect items that have been sent to you in error providing that the following conditions are adhered to:

  • The goods are unused;
  • The goods are returned within their original packaging;
  • The return is made within 30 days of the date of purchase of the goods; and
  • The goods are accompanied by the original order confirmation.
  • You’ve completed the returns request form and received confirmation from us.

We will not however refund any items you have purchased if you have changed your mind, so please choose carefully.

Return of Allegedly Defective Goods

The shipping cost for the return of goods will be borne by you. Allow 30 business days for us to process your return when received by us. You are responsible for the risk of any loss or damage of goods upon receipt of delivery of the goods by you and while they are in transit to us. We cannot accept responsibility for goods lost in transit and we strongly recommend that you obtain proof of posting when returning goods. Title and risk to goods shall pass back to us when received by us. We cannot accept or refund goods purchased anywhere other than on this website.

When the goods are received by us they shall be assessed by our sales Department. If the sales Department determines that the goods are defective such that you are entitled to a refund under law we shall offer you a refund, repair or replacement in respect of them. In the event that the sales Department determines that the good(s) are not defective you shall be notified accordingly and the return of the good(s) to you shall be arranged, the cost of such return shall be borne by you.

Goods shall not be considered defective if the alleged defect arose due to:

  • The customer failing to follow Equine Products NZ LTD’s oral or written instructions as to the storage, use, cleaning and / or maintenance of the goods;
  • The customer altering or repairing the goods without our prior written consent;
  • Fair wear and tear, wilful damage, negligence or abnormal use or storage of the goods.


For reasons of hygiene, refunds/exchanges are not available for any oral products unless they are sealed and unused condition.

Please note that this returns policy only applies to the original purchaser of the goods.

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