Terms and Conditions of Sale

This website is operated by EQUINATE LTD, a company registered in England and Wales.

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

In these terms, "Equinate", "we", "us" and "our" refer to EQUINATE LTD. "You" and "your" refer to the customer.

Nothing in these terms affects your statutory rights.

We sell complementary feed and supplement products for horses and ponies.

Products must be stored and used in accordance with the label, feeding instructions, warnings and website information.

Our products are not veterinary medicines and are not intended to diagnose, treat, cure or prevent any disease, injury or medical condition.

Seek veterinary advice before use where your horse or pony:

• has a medical condition;
• is receiving treatment;
• is pregnant or lactating;
• is unusually sensitive;
• competes under regulated rules; or
• may require professional guidance.

Horses and ponies respond differently. We cannot guarantee that every animal will accept, tolerate or respond to a product in the same way.

We take reasonable care to ensure that descriptions, prices, images and feeding guidance are accurate.

We may correct errors and update product details where necessary.

Images are illustrative. Packaging, appearance, labelling and ingredients may change, provided the product remains compliant and suitable for sale.

If we identify a material error affecting your order, we may contact you to:

• proceed using the corrected information; or
• cancel the order and issue a refund.

Website content, product guidance, emails and social media materials are for general information and are not veterinary advice.

You are responsible for deciding whether a product is suitable for your horse or pony.

If your horse or pony competes, you are responsible for checking the rules of the relevant governing body, event, association or yard before use.

Unless expressly confirmed in writing, we do not guarantee that a product will be accepted under every competition or testing regime.

Products are subject to availability.

Please check your order, delivery address and contact information before submitting it.

If a product becomes unavailable, we may:

• delay dispatch;
• offer an alternative;
• cancel the affected item; or
• issue a refund.

Prices are shown in pounds sterling and include VAT where applicable, unless stated otherwise.

Delivery charges will be shown before checkout.

Payment must be authorised before dispatch. We may cancel an order if payment fails or we reasonably suspect fraud.

We do not store your full payment-card details.

An order acknowledgement confirms that we have received your order. It does not mean that we have accepted it.

A binding contract is formed when we dispatch the products or send a dispatch confirmation.

We may refuse or cancel an order for a lawful reason, including:

• stock shortages;
• payment issues;
• pricing or description errors;
• suspected fraud;
• delivery restrictions; or
• misuse of our website.

We deliver to the address provided at checkout.

You are responsible for providing complete and accurate delivery information.

Estimated delivery times are guidance only. Delays may occur due to couriers, weather, strikes, supply disruption, systems issues or other events outside our control.

If you request delivery to a safe place, neighbour or other location, risk passes to you once the courier records delivery in accordance with those instructions.

Risk passes to you when the products are delivered to you, your nominated recipient or your chosen delivery location.

Ownership passes once payment has been received in full and delivery has taken place.

Products are supplied for personal use unless resale is agreed in writing.

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

We will try to help but cannot guarantee changes once fulfilment or dispatch has begun.

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 products.

To cancel, contact harriet@equinateflow.com.

Unless the product is faulty, damaged or misdescribed, you are responsible for return postage and the product until it reaches us.

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

For hygiene, safety and feed-integrity reasons, opened, used, unsealed, contaminated or incorrectly stored products may not be accepted unless faulty or misdescribed.

Please contact harriet@equinateflow.com before returning anything. We will provide the correct address and instructions.

Unless faulty, damaged or misdescribed, returned products should be:

• unused and unopened;
• in their original packaging;
• in resaleable condition;
• complete with labels, seals and batch details; and
• accompanied by proof of purchase.

Do not send products to Target Feeds Ltd, our registered office or another third party unless we instruct you to do so in writing.

Approved refunds will be made to the original payment method, normally within 14 days of receiving the return or evidence that it has been sent back, where applicable.

Please see our Refunds & Returns Policy for further details.

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

Please provide:

• your order number;
• product name;
• batch number and best-before date;
• photographs of the product and packaging; and
• details of the issue.

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

Where appropriate, we may offer:

• a replacement;
• a refund;
• reimbursement of reasonable return postage; or
• another suitable remedy.

A horse or pony refusing a product does not automatically mean it is faulty.

Opened products cannot usually be returned solely because an animal will not eat them.

If you suspect an adverse reaction:

• stop using the product;
• contact a veterinary professional if the animal appears unwell; and
• email harriet@equinateflow.com promptly.

Please provide the batch details, amount used, timing, symptoms and information about other feeds, supplements or medicines.

Retain the product and packaging while the concern is investigated.

We do not provide veterinary advice.

Products must be stored and used according to the label and feeding instructions.

Unless stated otherwise, store products:

• in a cool, dry place;
• away from sunlight, heat, moisture and contamination;
• in their original packaging; and
• out of reach of children and animals.

Do not use products after the best-before date.

We are not responsible for issues caused by misuse, incorrect storage, contamination after delivery or failure to follow instructions.

If subscriptions are offered, the terms shown at checkout or in your account will apply alongside these terms.

By subscribing, you authorise recurring payments at the stated frequency.

You may manage, pause or cancel a subscription through your account or by contacting harriet@equinateflow.com.

Changes should normally be made at least 14 days before the next billing or dispatch date. If an order has already been processed, the usual cancellation and returns rules apply.

We may change subscription pricing, benefits or delivery arrangements and will notify you where required.

Promotions and discount codes are subject to availability and any specific terms shown with the offer.

Unless stated otherwise, they:

• cannot be combined;
• cannot be exchanged for cash; and
• cannot be applied retrospectively.

We may withdraw promotions or remove discounts where we reasonably suspect misuse or fraud.

You must not misuse our website, interfere with its operation, access systems without authorisation, submit false information or use automated tools to scrape or overload it.

We may restrict access where misuse is suspected.

Website content, branding, photography, text, graphics and product names belong to Equinate or our licensors.

They may not be copied, modified or used commercially without written permission.

We process personal information in accordance with our Privacy Policy and Cookie Policy.

Please read those policies for more information.

Nothing in these terms excludes liability where doing so would be unlawful, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• breach of statutory consumer rights.

Subject to this, we are not responsible for:

• losses that were not reasonably foreseeable;
• losses caused by misuse or incorrect storage;
• failure to follow feeding instructions or warnings;
• use after the best-before date;
• use contrary to veterinary advice;
• competition-related issues where applicable rules were not checked;
• business losses; or
• indirect or consequential losses.

Our products are intended for personal consumer use unless otherwise agreed.

We are not responsible for delay or failure caused by events outside our reasonable control, including:

• courier or supply-chain disruption;
• manufacturer delays;
• weather;
• strikes;
• public health events;
• systems outages;
• customs issues; or
• regulatory action.

We may update these terms from time to time.

The terms applying to your order are those in force when the order is placed.

These terms are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, except where consumer law allows you to bring proceedings elsewhere in the UK.

Contracts are concluded in English.

For questions about these terms, orders, returns or product concerns, contact:

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