Returns & delivery information

Prices include p&p -  Items will be sent by Royal Mail 48 hour fully tracked and signed for.  
If you would rather a different delivery service, please contact us directly at info@equinevitality.co.uk, please note there will be an additional charge for this. 

Anything over 20kg sent by a courier and signed for.

Smaller items will be First Class signed for.

Ireland , highland & Islands and International orders may occur an extra charge. Please contact us for a price.

You will be sent a tracking number via your email address, so please make sure when placing an order that you give your full details.

Delivery times might vary due to where you live, so please allow at least 4 days before contacting us.

Once payment has been received your order will be dispatched the following day.

Returns

Our policy lasts 14 days, in line with the Consumer Contracts Regulations (CCR) you can do so provided you inform us of your decision within 14 working days of receipt.

If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
If you change your mind you have 14 days from purchase to contact us to discuss the best course of action. We do not pay for return postage.
Any items received incorrectly ( sent by us ) please contact us within 48 hours.

There are certain situations where only partial refunds are granted: (if applicable)

•  Any items received back which are partly damaged, due to not in original packaging and damaged during transit only a partial refund will be granted, so please ensure adequate and secure packaging.
•  Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
•  Any item that is returned more than 14 days after delivery
• Any item which has been used.

REFUNDS 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds : If you haven't received a refund yet, please check your bank or credit card account again then contact the respective Bank / Building Society, as there is often some processing time before a refund is posted.  If you've done all of this and you still have not received your refund yet, please contact us at info@equinevitality.co.uk.

Sale items : Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

EXCHANGES / Faulty items / Our mistake

We only replace items if they are defective or damaged.

Faulty items Once the product has been returned under certain circumstances we will endeavour to have it analysed. Should the product prove to be as specified then no refund will be forthcoming or returned postage.

We will refund you the cost of your postage  once we receive the item, if the item is faulty or the mistake was ours.

If you need to exchange it for the same item, send us an email at info@equinevitality.co.uk and send your item to :

Equine Vitality, Upper Killyquharn, New Aberdour Fraserburgh Aberdeenshire AB437LP.

POSTING

If we have sent the wrong items we are responsible for delivery charges.
You are responsible for return delivery . Return postage costs are non-refundable.

Please get proof of posting
To return your product, you should mail your product to: Equine Vitality ,Upper Killyquharn, New Aberdour, Fraserburgh ,Aberdeenshire, AB437LP.
Depending on where you live, the time frame to receive your exchanged product may vary.
If you are returning an item over £75, you should consider using a postage / courier service that offers tracking or purchasing shipping insurance.
We offer no guarantees towards the receiving of your returned item.

International shipping

We will ship out by Courier fully tracked and signed for, please leave full contact details.

Due to the current situation with Covid and Brexit please except some delays in delivery.

Be aware that there will be charges once the your purchase has reached your Country - VAT, Custom Duty and Admin fees.