Our returns and refunds policy

  1. If you would like to cancel your order prior to despatch, please email as soon as possible team@equiking.co.uk . If we confirm receipt of your request and you’re your order has not been loaded for delivery a full refund can be issued.

  2. ​If you would like to return the bedding you have ordered after despatch, you will need to email team@equiking.co.uk with your reasoning, this will not impact your statuary rights. You are responsible for all the costs of return or we can arrange collection at a charge (The minimum charge will be £100.00).  In order to return pellets, all bags must be of the same quality as delivered (i.e. moisture content must be the same as when delivered and the bag intact, no refunds will be given for opened bags or pellets returned in packaging other than the original bags) and the same quantity delivered. Return request must be notified within 24 hours of delivery.

  3. Pallets can get damaged in transit due to forklifts or many other reasons. We are unable to replace any perforated or damaged bags. We will consider where appropriate and offer to discount the loss off your next order.

  4. If any order arrives to you with any proven damage, we maybe be able to compensate you for the amount of product lost provided you: -

  1. Can supply a signed delivery note to indicate that the products have been received with damages. We will require time and dated photographic (mobile phone camera) evidence to consider any claim for refunds or replacement products. (If the delivery note is signed as received in good order, and the damages were not stated on the delivery note, we will not be able to consider any claim).

  2. Notify us by phone and email within one hour of delivery, that you have received the order and have recorded any damage visually. You will need to attach photographic evidence (digital file) of the damage and inform us of the amount of the product that was damaged, lost or unusable.

  3. Refunds/returns will only be considered if the above steps have been taken.

  4. We shall only be liable to you for the purchase price of the products and not any losses that you suffer as a result of our failure to comply (whether arising in contract, tort including negligence, breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.

  5. We will not be liable for losses that result from our failure to comply with these terms and conditions that fall into the following categories:

    1. loss of income or revenue;

    2. loss of business or customers;

    3. loss of profits;

    4. loss of anticipated savings;

    5. storage costs;

    6. loss of data; or

    7. waste of management or office time.

  6. We will refund any money received from you using the same method originally used by you to pay for your purchase(s).