Refund policy

EXCHANGE AND RETURN

Customised products are handcrafted and made to order for the customer. Therefore, they cannot be returned, exchanged, or refunded. This includes branded logos on products or printed names/initials on saddles, boots etc. 

For non-customisable items, the deadline to exercise the right of withdrawal is 14 days from receipt of the goods, during which the customer must notify us by email at info@equiverse-pro.com or a facebook message on Equiverse Pro. 

The customer must provide the details of a bank or postal account to receive the refund (IBAN and account holder's name). To exercise the right of withdrawal, the purchased item must be intact and returned in its original packaging, complete in all its parts (including any documentation and accessories: instruction manuals, etc.). The product must be returned within the specified time and manner. Once the merchandise has arrived, it will be inspected to assess any damage or tampering not related to transportation.

After verifying the integrity of the goods, Equiverse Pro will issue a refund via bank transfer to the account you provided. The refund only covers the cost of the items and does not include the initial shipping costs or any commission fees for the refund.

The refund will be issued within 14 days from the moment we receive the returned goods for which the right of withdrawal is being exercised.

In the case of an item exchange, the shipping costs for the new product are the responsibility of the customer.