Refund policy

Our refund policy is straightforward and customer-friendly.

At The Equid Apothecary, we aim to offer a shopping experience that is fair, transparent, and as secure as purchasing from a physical retail store. Our refund policy is guided by Australian Consumer Law (ACL) and applies to all customers.

If you have an issue with your order, please contact us at hello@theequidapothecary.com.au so we can assist you as quickly as possible.

14-Day Money-Back Guarantee

We’re sure you’ll love our products but if for good reason you're not satisfied with your purchase, and we agree with your reason you can return it within 14 days of delivery for a full refund. Our 14-Day Money-Back Guarantee applies to The Equid Apothecary branded products only.

If you are not satisfied with your purchase, you may return the item within 14 days of purchase provided it is unused, unopened, and in resale-able condition.

  • Return shipping for change-of-mind returns is the responsibility of the customer

  • Original postage costs are non-refundable

This guarantee is offered in addition to, and does not override, your rights under Australian Consumer Law.

If we sent you the wrong item

If we make an error and send you an item that does not match your order, we will cover the return postage and arrange a replacement at no additional cost. Where appropriate, we may also offer a full refund or store credit.

The resolution method (refund, replacement, or store credit) will be determined by us once the item is assessed.

Please note: we do not reimburse personal time, travel costs, or other incidental expenses related to the return or collection of your parcel.

If you ordered the wrong item

If you have selected the incorrect item, you may return it provided it is unused, unopened, and in original resale-able condition.

  • Return and reshipping costs are the responsibility of the customer

  • Refunds are processed within two business days of receiving and inspecting the return

  • Refunds exclude original shipping fees and any applicable payment processing fees

For hygiene and safety reasons, we cannot accept returns on products that have been opened, used, or damaged by the purchaser unless the item is deemed faulty.

All returned items are assessed upon arrival, and eligibility for refund or exchange is determined by The Equid Apothecary.

Faulty or damaged products

If you believe a product you have received is faulty or damaged, please contact us as soon as possible. We may request photographs or additional information to assist with assessment.

All claims are reviewed before any refund, replacement, or store credit is offered, in line with Australian Consumer Law.

Change of mind

  • If your order has not yet been packed or shipped, we can issue a refund minus payment processing fees

  • If your order has already been dispatched, we do not offer refunds for change of mind

Please choose carefully and contact us prior to purchasing if you are unsure which product is right for your horse.

Refund processing times

Refunds are issued to the original payment method. Once approved, please allow 7–10 business days for funds to appear in your account, depending on your bank or payment provider.

For further details, please refer to our full Website Terms & Conditions.