Refund policy

At Equicare Supplies Limited, we aim to process all returns as quickly as possible. This is usually completed within 7 working days of receipt. During exceptionally busy periods, this process may take up to 10 working days, but we will always ensure your return is handled within this timeframe. Once processed, refunds are issued using the original payment method minus the original shipping fee. No additional fees are charged for processing your refund.

The cost and safety of returning goods to us is your responsibility. We strongly recommend using a tracked service and retaining your proof of postage, as returned items remains your responsibility until they reach us. Please ensure all items are packaged securely to prevent damage in transit. If you are returning items from outside the UK, you are responsible for all shipping costs, customs, and import duties. When booking your return, please ensure that duties are paid by the sender, as we are unable to accept deliveries where duties or taxes are due.

We will issue a full refund for returned goods that are in their original condition. However, we reserve the right to make a deduction for any loss in value resulting from handling beyond what is necessary to establish the nature and characteristics of the items. For example, goods returned in a dirty, damaged, or unsellable condition may be subject to a partial refund. In accordance with the Health & Safety at Work Act, all items must be returned in a clean and dry condition. We reserve the right to refuse or delay processing returns that arrive in an unsanitary or unacceptable condition.

If your goods arrive damaged or develop a fault due to defective materials or poor workmanship, please notify us as soon as possible and return them for inspection. Items should not be used after damage occurs, as continued use may be deemed as acceptance of the goods in their current condition.

To begin a return, please contact our team at admin@equicaresupplies.co.uk with your order number and details of the items you wish to return. By placing an order you confirm that you accept our terms and conditions on this and all other policies.