Terms and Conditions
The repair service is a total of £50, including labour, parts and return courier to UK Mainland addresses (excluding Highlands & Islands). If you live outside this area, please contact us on 01442 879 115 or info@equilibriumproducts.com so that we can advise you of the additional courier cost.
This repair cost still applies in the unlikely event that your Therapy Massage Pad cannot be repaired. However, if we are unable to repair your Massage Pad, there are options to upgrade to a new one at a discounted price.
Please ensure your contact details are packaged up with your Massage Pad. If we don’t have contact details, this could delay the service as we will be unable to process the repair until the Massage Pad is claimed.
*For Health & Safety reasons your Massage Pad MUST be clean and dry. We expect the pad and straps of the Massage Pad to be cleaned with disinfectant, wiped down and hair free. If it is not clean, there will be a charge of £10 to clean it or we can send it back to you at your own cost and refund the difference.
We recommend that you consider using a traceable shipping service or that you purchase shipping insurance. We cannot guarantee that we will receive your Massage Pad.
Please allow up to 3 weeks for repairs once we receive your Massage Pad.
All electrical repairs are covered by a 1 year guarantee (this guarantee only applies to the replaced electrical parts).
Stephanie Allen –
Your service is excellent, my old massage pad was repaired and quickly returned, response time to any queries were dealt with promptly, thank you.
Alexandra Hinchly –
Brilliant Service from the team, especially Abby who was brilliant at responding and got my product repaired really quickly and return to me asap. Fantastic!
Helen Collier –
Amazing service…. brilliant communication from Abby throughout the process and only took a couple of weeks before my pad was back with me and working again! Fantastic friendly customer service.
Molly –
Abby has been so fab throughout the whole process updating me at every stage, it was such a quick and simple process! My mare is very happy to have her massage pad back in working order! Thanks again Abby x
Liz Roskell –
Thank you so much for repairing my massage pad so quickly. I knew exactly where my pad was in the process at all times and have a repair certificate to show what work was completed and guaranteed. I would recommend this service to anyone. Fabulous customer service guys, thanks
Jodie Miller –
thank you so much for fixing my pad, the team kept me up to date with the status of my repair and promptly sent it back. Highly recommended.
April Abbott –
I would like to thank Equilibrium for their amazing customer service!
I had a problem with my massage pad and they were fantastic from the very first message.
It was sent back as requested and returned within a few days, would highly recommend to anyone!
Kay Bannerman –
Great and fast service.
I had one of my straps coming loose and they repaired it in no time.
I’ve been using my pad so much (every day) and the thought of not having it for a few days I was lost.
Lesley Freeman –
100% satisfied. Abby has been so helpful which I really appreciate and I know Aubrey will be pleased to have his Massage Pad, although he was a muppet to damage it!
Gill Price –
Absolutely delighted with the service. Kept up to date with what was happening throughout, swiftly returned and our massage pad is like new.
It is invaluable on our yard and we couldn’t be with out it. The repair was excellent value for money and we would definitely recommend as outstanding customer service!
Vicky Slater –
I want to pass on my sincere thanks to the team.
First class service from start to finish! I am delighted to have my massage pad back in working order – and so are my horses!