It is the responsibility of the customer to take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from them. We advise all customers to send return items by recorded post and retain proof of postage. Without this proof of postage and if we do not receive the item, no refund will be given. Any damage will result in us being unable to refund part or all of the money paid.
If a received item is faulty, Equine Health Direct will send a pre-paid envelope for the customer to return the faulty item and upon inspection we will issue either a full refund or a replacement, according to their wishes.
If an item arrives damaged this will need to be reported to Equine Health Direct as soon as possible. Contact Us here. We will request photos of the damaged goods. If we do not receive photographic evidence of the damaged goods then we will be unable to issue a replacement or refund.
Equine Health Direct will not consider an order lost until 7 working days after dispatch. If customers have not received their order within 7 working days of being notified of dispatch then we request that they please contact us so that we can investigate. Contact Us here.