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Delivery and Terms and Conditions

At Eqclusive, we believe in clarity, fairness and transparency. Our aim is to ensure that every order is handled carefully, accurately and with the level of service expected from a premium equine grooming brand.

Delivery Charges

Shipping charges are calculated automatically at checkout based on the delivery destination, parcel size, parcel weight and the courier services available for your order.

From time to time, automated checkout systems or courier integrations may generate a shipping rate that appears unusually high or disproportionate to the order value. If this happens, please do not place the order immediately.

Instead, please contact us at kontakt@eqclusive.pl with a screenshot of your cart, together with your full name, delivery address, email address and phone number. We will review the shipment manually and, where possible, prepare a custom checkout with a more accurate shipping rate.

Whilst we aim to keep delivery charges as clear and consistent as possible, certain parcels may be subject to an additional shipping charge where this is necessary due to parcel size, parcel weight, remote delivery location, specialist courier handling requirements, customs requirements, or other factors not accurately reflected at checkout.

If any additional payment is required, we will contact you before dispatch. Should you choose not to proceed, the order may be cancelled and refunded before shipment.

For full delivery details, please refer to our Shipping & Delivery page.

Shipping

Orders are prepared and dispatched with care. Delivery times may vary depending on the destination country, courier service, customs processing, public holidays, seasonal courier demand and any circumstances outside our control.

Once an order has been dispatched, delivery is handled by the courier. Eqclusive will always support customers where possible, but we cannot guarantee courier delivery dates unless a specific guaranteed service has been expressly offered and paid for.

Customers are responsible for ensuring that the delivery address, email address and phone number provided at checkout are correct. Eqclusive is not responsible for delays, failed delivery attempts, returned parcels or additional courier charges caused by incorrect or incomplete customer information.

Where a parcel is returned to us due to an incorrect address, failed delivery attempt, refusal to accept delivery, failure to collect from a parcel point, unpaid customs fees, or any other customer-related reason, the customer may be responsible for the original shipping cost, return shipping cost and any re-dispatch cost.

Customs, Import Duties and Taxes

For international orders, customs duties, import taxes, handling fees or local charges may apply. These charges are set by the destination country and are the responsibility of the customer unless expressly stated otherwise at checkout.

Eqclusive is not responsible for customs delays, import fees, courier clearance charges or refused parcels caused by unpaid customs duties or taxes.

Payments

We do not store full payment card details on our systems.

All payments are processed securely through authorised third-party payment providers. Customer information is only shared where necessary to process payment, fulfil and deliver your order, provide customer service, or where disclosure is required by law.

For further information on how your personal data is handled, please refer to our Privacy Policy.

Discounts and Promotional Codes

Only one discount code or promotional code may be used per order, unless expressly stated otherwise.

Discount codes are valid for online orders only and are subject to stock availability.

Discount codes and promotional offers may not be used in conjunction with any other offer, voucher, promotion or discount unless expressly stated otherwise.

Promotional codes may apply only to selected products and may be withdrawn, amended or discontinued at any time without notice.

Eqclusive reserves the right to refuse, cancel or decline the use of any promotional code where we believe the code is invalid, has been used incorrectly, has expired, or is being used in breach of these Terms and Conditions.

In the event of a return, any refund will be issued based on the amount actually paid for the item at the time of purchase, including any discount applied. Refunds will not be issued based on the recommended retail price.

If only part of an order is returned, the refund will reflect the value of the returned item or items as purchased, with any applicable discount apportioned accordingly.

Discounts or promotional pricing applied to the original order cannot be guaranteed on replacement items. If the same promotion is still valid at the time of replacement or re-order, a new order must be placed using the relevant code.

Sale, Clearance and Discontinued Items

Sale, clearance, discontinued, end-of-line and reduced-price items are excluded from our goodwill returns and exchanges policy unless expressly stated otherwise.

This means that sale items cannot usually be returned or exchanged simply because the customer has changed their mind, chosen the wrong item, or no longer requires the product.

This does not affect any statutory rights that may apply, including where an item is faulty, damaged, misdescribed, or where a mandatory right of withdrawal applies to your order.

Returns and Exchanges

We want every customer to choose the correct grooming system for their horse. Where a return or exchange is permitted, items must be returned unused, clean, undamaged, free from horse hair, dust, dirt, odour or marks, and in their original packaging where applicable.

For hygiene and biosecurity reasons, grooming products that have been used on a horse cannot be accepted for change-of-mind returns or exchanges.

Customers must contact us before returning any item. Please email kontakt@eqclusive.pl with your order number, full name, the item you wish to return and the reason for return.

Items returned without prior contact may not be accepted.

Unless the item is faulty, damaged or incorrectly supplied, the customer is responsible for the cost of return postage. We strongly recommend using a tracked service, as the customer remains responsible for the parcel until it is received by us.

Refunds will be processed to the original payment method once the returned item has been received and inspected. Original shipping charges are not refundable unless required by law or unless the return is due to an error on our part.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at kontakt@eqclusive.pl.

Please include your order number, full name, a clear description of the issue and photographs of the item, packaging and shipping label where relevant.

We will review the matter and, where appropriate, offer a suitable resolution such as a replacement, repair, refund or other remedy in accordance with applicable consumer law.

Digital Products

Digital products, including ebooks and downloadable educational materials, are delivered by secure download link and are not posted physically.

Once a digital product has been accessed, downloaded or delivered, it may not be eligible for cancellation, return or refund unless required by applicable law or unless there is a technical issue preventing access to the product.

If you have not received your digital download link, please contact us at kontakt@eqclusive.pl with your order number and the email address used at checkout so that we can check your order and resend the link where appropriate.

Product Use

Eqclusive grooming products are designed for equine grooming, coat care and horse-centred grooming systems. Customers are responsible for using all products appropriately, safely and in accordance with the horse’s coat type, skin sensitivity, grooming tolerance and individual needs.

Grooming should always be carried out with care, observation and respect for the horse’s response.

General

Eqclusive reserves the right to amend these Terms and Conditions at any time without prior notice.

The version of the Terms and Conditions in force at the time an order is placed will apply to that order.

Nothing in these Terms and Conditions is intended to limit or exclude any legal rights that cannot be limited or excluded under applicable law.