Refunds & Returns Policy

We want you to be happy with your Equinate purchase. If something is wrong with your order, or you change your mind, please contact us and we will help where reasonably possible.

This policy applies to products bought directly from https://equinateflow.com/.

If you bought your product from a retailer, yard, stockist or other third party, please contact that seller first.

Nothing in this policy affects your statutory rights.

To request a return, refund, replacement or exchange, email harriet@equinateflow.com and include:

• your name and order number;
• the email used for the order;
• the product and reason for the request;
• photographs if the product is damaged, faulty or incorrect; and
• the batch number and best-before date, where relevant.

Please contact us before returning anything. We will provide the correct address and instructions.

Do not send products to our manufacturer, registered office or any other address unless we instruct you to do so in writing.

Unless faulty, damaged or misdescribed, products must be:

• unused and unopened;
• sealed and undamaged;
• in their original packaging;
• in resaleable condition;
• complete with labels and batch information; and
• returned with proof of purchase.

For hygiene, safety and animal feed integrity reasons, we cannot usually accept opened, used, contaminated, incorrectly stored or unsealed products.

UK consumers buying online usually have 14 days from receipt to tell us they wish to cancel.

You then have a further 14 days to return the product.

Please notify us within 14 days of receipt and return the product within 28 days of receipt, unless agreed otherwise.

The product must meet the return eligibility requirements above.

For change-of-mind returns, you are responsible for return postage and for the product until it reaches us.

We recommend using a tracked service and suitable packaging.

Where permitted by law, we may reduce a refund if the product is damaged during return because it was not packaged properly.

Approved refunds will be paid to the original payment method.

Where required by law, we will also refund the standard outbound delivery charge. Any additional premium delivery cost may not be refunded.

We may reduce the refund where the product has been handled beyond what is reasonably necessary to inspect it.

Refunds will usually be made within 14 days of receiving the returned product, or evidence that it has been sent back, if earlier.

Your payment provider may take additional time to show the refund.

If a product is damaged, faulty, incorrect or misdescribed, contact harriet@equinateflow.com promptly.

Please provide:

• your order number;
• photographs of the product and packaging;
• details of the issue;
• the batch number and best-before date; and
• whether the delivery packaging was damaged.

Keep the product, packaging, label and remaining contents while we investigate. Do not return or dispose of anything unless instructed.

Where appropriate, we may offer a replacement, refund, reimbursement of reasonable return postage or another suitable remedy.

Please report delivery damage within 48 hours where possible and retain:

• the product;
• product and delivery packaging;
• any invoice or packing slip; and
• photographs of the damage.

Reporting damage later may make investigation harder, but does not affect your statutory rights.

Horses and ponies have individual preferences. Refusal to eat the product does not automatically mean it is faulty.

Please introduce and feed the product in accordance with the instructions.

Opened products cannot usually be returned solely because a horse or pony does not accept them.

If you have a product concern or suspect an adverse reaction, stop using the product and contact harriet@equinateflow.com.

Please provide:

• your order number;
• product, batch number and best-before date;
• the amount used and the date and time of use;
• details of the horse or pony;
• symptoms or concerns observed;
• other feeds, supplements, treats or medicines used; and
• whether a veterinary professional has been consulted.

If the horse or pony appears unwell, contact a veterinary professional immediately.

Retain the product, packaging, label and remaining contents. Do not return or dispose of them unless instructed.

We do not provide veterinary advice.

If we send the wrong item, contact harriet@equinateflow.com with your order number and photographs.

We may send the correct item, provide return instructions or issue a refund.

Please do not open or use an incorrect item if you intend to return it.

You may need to return any free gift, bundle item or promotional product to receive a full refund.

Where lawful, we may deduct its reasonable value if it is not returned in its original condition.

Exchanges may be offered at our discretion, subject to stock availability and the condition of the returned product.

Where an exchange is unavailable, we may offer a refund.

Contact harriet@equinateflow.com as soon as possible if you wish to cancel or amend an order before dispatch.

We cannot guarantee changes once an order has entered fulfilment or been dispatched.

Do not return any product until we have authorised the return.

We will provide:

• the correct returns address;
• any return reference;
• packaging instructions;
• who is responsible for postage; and
• any other relevant instructions.

The returns address may vary depending on the issue.

Ordinary unopened returns will normally be handled by EQUINATE LTD. Products linked to defects, contamination concerns, adverse reactions, withdrawals or recalls may follow a different process.

Do not send products directly to Target Feeds Ltd, our registered office or any other third party unless instructed in writing.

Include with any authorised return:

• your order number;
• your name and email;
• proof of purchase;
• any return reference; and
• the reason for return.

If a product is withdrawn or recalled, EQUINATE LTD will provide instructions covering:

• whether use should stop;
• how to identify the affected batch;
• whether to retain, return or dispose of the product;
• the correct return or collection process;
• refunds or replacements; and
• any further safety information.

Do not send recalled products to Target Feeds Ltd or another third party unless instructed.

Unless faulty, damaged or misdescribed, we cannot usually accept:

• opened or used products;
• products without original packaging or batch information;
• products damaged after delivery;
• incorrectly stored products;
• late returns;
• products bought from third-party sellers; or
• products that are not resaleable.

This does not affect your statutory rights.

EQUINATE LTD
Company number: 17088127
Registered office: 3 The Meads, Cranbrook, England, TN17 3QB
Email: harriet@equinateflow.com

The registered office is not a returns address unless we confirm otherwise in writing.