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RETURN & REFUND POLICY

Last Updated: September 8, 2026

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At Equissentials, we want you to be confident in every purchase. Because our products include both apparel/accessories and equine care products, different return and refund conditions apply depending on the type of product purchased.

By placing an order through the Equissentials website, you acknowledge and agree to the terms of this Return & Refund Policy, subject always to any rights you may have under applicable consumer protection laws.

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1. GENERAL RETURN POLICY

All return and refund requests must comply with the applicable requirements outlined below.

Equissentials does not accept returns simply because a customer changes their mind, orders the wrong item, selects the wrong size, or no longer wants the product, except where specifically permitted under the applicable section of this policy.

Nothing in this policy is intended to limit or exclude any rights or remedies that cannot legally be excluded under applicable law.

2. APPAREL & ACCESSORIES

Our apparel and accessory products are eligible for a 7-day return window.

To be eligible for a return:

  • Your return request must be submitted within 7 calendar days of confirmed delivery.

  • The item must be unused, unworn, unwashed and in its original condition.

  • The item must be returned with all original tags, labels, packaging and accessories where applicable.

  • Items must not contain stains, odors, hair, makeup, deodorant, perfume, dirt, animal hair or other signs of use.

  • Items that have been altered, washed, damaged, worn or otherwise used are not eligible for return.

  • Proof of purchase or the original order number is required.

Return Shipping

Customers are responsible for all return shipping costs for apparel and accessories.

Equissentials does not provide prepaid return labels for change-of-mind returns, incorrect size selections, incorrect colour selections, or other customer-preference returns.

Original shipping charges are non-refundable, except where otherwise required by applicable law.

We strongly recommend using a tracked shipping service and retaining proof of shipment. Equissentials is not responsible for return packages that are lost, stolen or damaged while being shipped back to us.

The returned item remains the customer's responsibility until it has been received by Equissentials.

Inspection of Returned Items

All returned apparel and accessories are subject to inspection upon receipt.

If an item does not meet the eligibility requirements above, Equissentials reserves the right to refuse the return and/or refund.

If a return is rejected because the item has been worn, washed, damaged, altered or otherwise does not meet the return conditions, the customer may be responsible for the cost of having the item shipped back to them.

3. EQUINE CARE PRODUCTS

FINAL SALE — NO CHANGE-OF-MIND RETURNS

Due to the nature, intended use and hygiene considerations associated with equine care products, all equine care products are final sale.

This currently includes the Equissentials Bath Set and any other products specifically identified by Equissentials as equine care products.

Equine care products are not eligible for return or refund due to:

  • Change of mind

  • Customer preference

  • Incorrect product selection

  • Incorrect quantity ordered

  • Failure to read the product description

  • Failure to follow product instructions

  • Failure to obtain the desired result

  • Product scent or texture preference

  • Allergies or sensitivities where the product has been used

  • Accidental damage caused after delivery

  • Damage caused by misuse, improper storage or improper handling

  • Normal product characteristics or variations

  • Opening, using or testing the product

Please carefully review the product description and intended use before purchasing an equine care product.

Nothing in this section limits any rights or remedies that cannot legally be excluded under applicable law.

4. PRODUCTS DAMAGED DURING SHIPPING

Although equine care products are final sale, Equissentials will review claims where an equine care product appears to have been damaged in transit before delivery.

Because these products are not ordinarily returnable, customers must follow the damage-claim procedure below.

Damage must be reported within 3 calendar days

If your order arrives visibly damaged, leaking, broken or otherwise compromised, you must contact Equissentials at:

hello@Equissentials.ca

within 3 calendar days of confirmed delivery.

Claims submitted after this period may be declined unless a longer period is required by applicable law.

Required Evidence

To help us determine whether damage occurred during transit, customers may be required to provide clear photographs and/or video showing:

  1. The shipping box or outer packaging from all relevant sides;

  2. The shipping label and tracking information;

  3. Any visible damage to the exterior packaging;

  4. The internal packaging and protective materials;

  5. The product as received;

  6. Any leakage, breakage, cracks or other damage;

  7. The condition of any seals, caps, closures or protective packaging.

Customers should not discard the original packaging until the claim has been reviewed.

Where appropriate, Equissentials may request additional photographs, video, information or other reasonable evidence and may require the customer to retain the damaged product and packaging for inspection or carrier investigation.

Do Not Dispose of or Use a Damaged Product

If an equine care product appears to have been damaged during delivery, please do not intentionally alter, discard, clean, repair or use the product before contacting us.

If the product has been opened or used after delivery, Equissentials may be unable to determine whether the reported damage occurred during shipping or after delivery.

5. DAMAGE CLAIM REVIEW & FRAUD PREVENTION

All damage claims are reviewed individually.

Submission of photographs does not automatically guarantee approval of a refund or replacement.

Equissentials reserves the right to investigate a claim and may consider:

  • Photographs or video supplied by the customer;

  • The condition of the product and packaging;

  • Shipping and tracking information;

  • Evidence of impact, leakage or mishandling;

  • Packaging condition upon arrival;

  • Information provided by the shipping carrier;

  • Manufacturing or packaging records where applicable; and

  • Any other information reasonably relevant to determining when and how the damage occurred.

Where appropriate, Equissentials may contact the shipping carrier or manufacturer to investigate the claim.

Equissentials reserves the right to decline claims where there is reasonable evidence that the damage occurred after delivery, resulted from misuse or improper handling, or where the evidence provided is inconsistent with damage occurring during transit.

Providing false, misleading, altered or fraudulent information in connection with a return, refund or damage claim may result in the claim being denied and may affect eligibility for future purchases or claims, subject to applicable law.

6. APPROVED DAMAGED-PRODUCT CLAIMS

If Equissentials determines that an eligible equine care product was damaged during transit, Equissentials may, at its discretion and subject to availability:

  • Provide a replacement product;

  • Provide a refund for the affected product; or

  • Provide another appropriate remedy.

Where a replacement is approved, Equissentials will cover reasonable shipping costs associated with sending the replacement.

If the product is unavailable, Equissentials may provide an appropriate refund or alternative remedy.

The remedy provided will depend on the circumstances of the claim and applicable law.

7. WRONG, MISSING OR DEFECTIVE ITEMS

If you receive an item that is materially different from what you ordered, an incorrect item, or an item that appears to have a manufacturing defect, please contact us as soon as possible at:

hello@Equissentials.ca

Please include your order number and clear photographs of the product and packaging.

Equissentials will review the issue and, where appropriate, provide a replacement, correction or refund.

For clarity, a product that does not meet a customer's personal preference or expected result is not automatically considered defective.

Nothing in this policy limits any statutory rights relating to defective, non-conforming, misrepresented or incorrectly supplied goods.

8. HOW TO REQUEST A RETURN

For eligible apparel and accessories, email:

hello@Equissentials.ca

with the following information:

  • Full name;

  • Order number;

  • Item(s) you wish to return;

  • Reason for the return; and

  • Any requested photographs or supporting information.

Do not send an item back without first receiving return instructions from Equissentials.

Unauthorized returns may be refused or returned to the customer at the customer's expense.

9. REFUND PROCESS

Once an eligible return has been received and inspected, Equissentials will determine whether the item qualifies for a refund.

Approved refunds will generally be issued to the original payment method.

Processing times may vary depending on the payment provider or financial institution. Equissentials is not responsible for delays caused by a customer's bank, credit-card provider, payment processor or other financial institution.

Unless otherwise required by applicable law, original shipping charges are not refundable for customer-initiated returns.

10. SALE, PROMOTIONAL & DISCOUNTED ITEMS

Unless otherwise expressly stated at the time of purchase, sale, promotional and discounted apparel/accessory items remain subject to the applicable 7-day return requirements.

Certain products may be identified as final sale at the time of purchase. Final-sale terms will be displayed on the applicable product page or at checkout.

Equissentials will not use a "final sale" designation to exclude rights that cannot legally be excluded under applicable law.

11. EXCHANGES

Equissentials does not guarantee direct exchanges.

For eligible apparel and accessories, customers may contact hello@Equissentials.ca regarding an exchange request. Any exchange is subject to product availability and compliance with the applicable return requirements.

Customers are responsible for applicable return shipping costs unless otherwise required by law or expressly agreed to by Equissentials.

Equine care products are not eligible for exchanges except where Equissentials determines that a replacement is appropriate for an approved damaged, defective or incorrect-product claim.

12. LOST, STOLEN OR MISDIRECTED PACKAGES

Once an order has been confirmed as delivered to the shipping address provided at checkout, Equissentials is not responsible for packages that are subsequently lost, stolen, misplaced or accessed by a third party.

Customers are responsible for ensuring that the shipping address provided at checkout is accurate and secure.

If tracking indicates that a package was not delivered or appears to have been misdirected by the carrier, please contact us at hello@Equissentials.ca so that we can assist with an appropriate carrier inquiry.

13. INTERNATIONAL ORDERS, DUTIES & TAXES

For orders shipped outside Canada, the customer may be responsible for applicable customs duties, import taxes, brokerage fees and other charges imposed by the destination country.

Such charges are not considered a product defect and are not grounds for a refund.

Customers are responsible for understanding and paying any applicable import charges associated with their order, unless otherwise expressly stated by Equissentials at checkout.

If an international order is refused by the recipient and returned to Equissentials, any refund, if applicable, may be reduced by non-refundable shipping, return shipping, duties, taxes, brokerage fees or other charges incurred by Equissentials, to the extent permitted by applicable law.

14. ORDERS THAT HAVE NOT YET SHIPPED

If you need to make a change or request cancellation before your order has shipped, contact hello@Equissentials.ca as soon as possible.

Equissentials will make reasonable efforts to accommodate cancellation or order-change requests; however, an order cannot necessarily be cancelled once it has entered processing or has been shipped.

Where an order cannot be cancelled because it has already been processed or shipped, the applicable return policy will apply.

Nothing in this section limits any cancellation rights provided by applicable law.

15. CUSTOMER RESPONSIBILITY

Customers are responsible for:

  • Reviewing product descriptions before purchasing;

  • Selecting the correct size, colour, quantity and product;

  • Providing an accurate shipping address;

  • Inspecting packages upon delivery where reasonably possible;

  • Following applicable product instructions;

  • Following the return and damage-claim deadlines in this policy; and

  • Providing accurate information when submitting a return, refund or damage claim.

16. POLICY EXCEPTIONS

Equissentials reserves the right to make reasonable exceptions to this policy at its discretion.

An exception granted in one instance does not create an obligation to grant the same exception in another instance and does not modify this policy for future purchases.

Nothing in this policy limits or excludes any consumer rights, remedies, warranties or protections that cannot legally be waived or excluded under applicable law.

17. CHANGES TO THIS POLICY

Equissentials reserves the right to update or modify this Return & Refund Policy from time to time.

The version of the policy in effect at the time of your purchase will generally apply to that transaction, subject to any applicable legal requirements.

18. CONTACT US

For all return, refund, exchange, damage or product-related inquiries, please contact:

Equissentials
Email: hello@Equissentials.ca

Please include your order number whenever possible so that we can assist you efficiently.

Equissentials
Thoughtfully considered products for the modern equestrian.

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