Refund policy

We want you (and your animals) to be completely happy with your EquineCare Probiotic products. If something isn’t right, we’re here to help.

Change of Mind

If you change your mind about a purchase, we’re happy to offer a refund or exchange within 30 days of receiving your order, provided the product is:

• Unopened, unused and in its original packaging, and

• Returned with proof of purchase.

Please note: shipping costs are non-refundable, and return shipping is at the buyer’s expense unless the product is faulty or incorrect.

Damaged or Incorrect Items

If your order arrives damaged, leaking, or incorrect, please contact us within 7 days of delivery at sales@equinecareprobiotic.com with your order number and a photo of the issue. We’ll replace the item or provide a full refund, including shipping.

Product Quality Guarantee

Our products are made fresh in New Zealand under strict quality control. If you believe a product is faulty, please contact us. We may ask for batch details or photos to help investigate. If confirmed, we’ll replace or refund the product in full.

How to Return an Item

1. Email sales@equinecareprobiotic.com with your order number, reason for return, and any supporting photos.

2. We’ll confirm return instructions and the address for sending your item.

3. Once your return is received and inspected, we’ll notify you of your refund or replacement.

Refunds

Refunds will be processed to your original method of payment within 5 business days after we receive your returned item or confirm a refund is due.

Your Rights

This policy is in addition to your rights under the New Zealand Consumer Guarantees Act 1993, which guarantees that our products are of acceptable quality and fit for purpose.