Refund and Returns Policy

Equillence 14-Day Return Policy

At Equillence, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we’re here to help.

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full 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.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be eligible for a refund.

Non Returnable Items

Several types of goods are exempt from being returned. Feeds, Supplements, Care Products and Customised items cannot be returned.

Additional non-returnable items are

Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

How to Process a Return

Contact us within the 14-day period at orders@equillencegroup.com to initiate the return.
Provide your order number, your reason and the details of the item(s) you wish to return.
Once your return is approved, we will provide you with the return address and any additional instructions.

Refunds

Once we receive and inspect your returned item(s), we will notify you of the status of your refund.
Approved refunds will be processed to your original method of payment within 5-7 business days.
Please note that shipping costs are non-refundable.

Return Shipping

Customers are responsible for return shipping costs unless the item received is defective or incorrect.

Exchanges

If you would like to exchange an item, please contact us within 14 days, and we’ll guide you through the process.

Special Orders Returns and Exchanges

If an item has been specially ordered for you and is not part of our regular stock, it is considered a special order item.

In the event that you wish to return or exchange a special order item, a 15% restocking fee will apply. This fee helps cover costs associated with processing and restocking the item.

To initiate a return or exchange, the item must be in its original, unused condition and within our standard return timeframe. Please contact our team for further assistance.

Thank you for choosing Equillence. We are committed to ensuring a seamless shopping experience. If you have any questions or need assistance, feel free to reach out to our team.