Refund policy

Returns & Hire Summary (Please read before purchasing)

Purchased items – change of mind
Unused, unopened purchased items may be returned within 14 days of delivery in accordance with the UK Consumer Contracts Regulations.

Faulty or misdescribed items
Under the UK Consumer Rights Act, faulty or misdescribed goods may be returned within 30 days for a full refund or replacement.

Two-Week Home Trial / Hire products
Hire products operate under a 14-day trial period from delivery. These are not retail purchases. Full hire terms, deposits, fees and conditions are explained below.

How the Two-Week Home Trial (Hire) Works

I charge the full RRP of the product upfront as a refundable deposit.
The hire period is 14 days from the day you receive your order.

  • If you choose not to keep the product, it must be returned on or before day 15

  • Once received and checked, I will issue a refund less the hire fee and original delivery charge

  • Hire fees are clearly stated on each product page

  • Items must be returned clean or a cleaning fee will apply except for the Photizo

Purchased Items (Not Hired)

To be eligible for a change-of-mind return:

  • Items must be unused, unopened, unworn and undamaged

  • Returned in original packaging with tags intact

Returns under change of mind must be requested within 14 days of delivery.

Faulty or Damaged Items

Please inspect your order on receipt.

  • If an item arrives faulty or damaged, contact me within 24 hours

Photizo Red Light Units

Hired Photizo Units

  • Must be returned on or before day 15

  • Checked on return before refund is processed

  • Refund issued less hire fee and original delivery

Purchased (Not Hired) Photizo Units

  • Unused units may be returned within 30 days

  • Units will be checked for faults before refund

  • If a fault develops after use, the unit may need inspection at the service centre

Warranty information
Photizo units carry a 12-month warranty via the UK distributor Danetre Health.
This warranty does not cover accidental damage.
Equestrian Hire acts as a UK reseller.

Fenwick Masks, Ear Bonnets & Hock Wraps

Hire Returns

  • Must be returned clean, in the original clear bag, with all Fenwick information included. 

  • Hire returns – return timeframe
    Please email susannah@equestrianhire.co.uk before returning. Once you’ve let me know you’re returning a hire item, please post it within 2 working days. If it’s posted later than this, the hire fee will apply.

  • The hirer is responsible for safe return (tracked & insured recommended)

  • Refunds are processed within 2 working days after inspection

Important Conditions

  • No refunds on damaged masks or ear bonnets

  • Dirty items may incur a £4 cleaning fee

  • If returned unused, items must be returned within 3 days (refund minus £5 P&P)

  • I will not accept used items after the 14-day hire period unless agreed in advance

I can tell if an item has been used — please do not return items claiming they are unused if they show signs of wear.

Exchanges & Sizing

  • Please contact me as soon as possible if you think sizing is incorrect

  • Restocking charges may apply if items have been worn or used

  • Exchanges after use incur the hire fee unless previously agreed

Returns Process

To start a return, contact:
📧 susannah@equestrianhire.co.uk

  • Returns should be sent using a tracked and insured service

  • I cannot be responsible for items lost in transit

  • Refunds are issued to the original payment method

  • Bank processing times are outside my control