Returns and Exchanges

Hot spot heat pad for horses

We hope that you are happy with your products, but if you aren’t, we do understand that sometimes when buying online that items may not be as expected, you may need a different size or you might have just changed your mind!

Our policy lasts 30 days. If you are unhappy with your purchase, you may return or change your product without reason within 30 days of the delivery of the goods. This policy does not affect your statutory rights.

All Equilibrium Products are covered under a one year guarantee, except for Equilibrium Massage products which are guaranteed for 2 years. The guarantee is valid with proof of purchase, either email, card receipt or shop receipt, from the date of purchase, providing the product is used and cared for in accordance with instructions. The guarantee is not transferable to another person.

If you find the product faulty during the guarantee period, please contact the company you purchased it from, and they will be more than happy to arrange a refund or replacement.

The following are specifically excluded from the terms and condition of the guarantee:

  • Damage caused by misuse, accident, negligence or improper handling of the product or not used in accordance with instructions
  • Normal wear and tear.
  • Any modification made by the purchaser to the product or any repairs other than by an authorised agent.
  • Damage resulting from incorrect maintenance according to the instructions of use (e.g. stored in damp/wet conditions, washed on too hot a wash).
  • The guarantee is only valid if the correct Equilibrium Therapy Multi Plug Charger and correct Equilibrium Therapy Battery are used, the mains charger attachment appropriate to the country of use must be used. The guarantee is invalid if used with an adapter.
  • Damage caused due to the use of the product on voltage other than that stamped on the product.

In order to receive a refund/exchange:

• your item must be clean, unused and in the same condition that you received it.
• your item must be in its original packaging.
• your item must be returned to us within 30 days from receipt of your order*.
• you must fill out the online returns form below before returning your item, and include your name, order number and address inside your return package.

Online Returns Form for Equilibrium Products

If you would rather print out our returns form and put it inside your return package, please click the ‘printable returns form for Equilibrium Products’ below.

Printable returns form for Equilibrium Products

Once your item has been received and inspected, your return/exchange will then be processed. If a credit for the order is needed, this will automatically be applied to your credit card or original payment method. If you require an exchange this will be sent to your original shipping address.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable, however your return postage will be refunded in full if the fault lies with Equilibrium Products (i.e. incorrect item or faulty product).

Depending on where you live, the time it may take for your exchanged product to reach you may vary. We aim to process all refunds/exchanges within 7 working days.

To return your product, you should post your product to:

FOA Returns
Equilibrium Products LTD
Unit 2 Acorn Farm Business Park,
Cublington Road,
LU7 0LB,
United Kingdom

*unless otherwise stated on our website

If you are unhappy with your purchase, you may return sale item within 14 days of the delivery of the goods.

To return your product, you should post your product to:

Equilibrium Products
Unit 2
Acorn Farm Business Park
Cublington Road
United Kingdom.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.