EquineRx: Your Trust in Every Purchase

At EquineRx, we’ve been serving the global community of horse, racehorse, camel, and sporting animal owners for over a decade. From our physical store at 46 Albe Dr, Newark, DE 19702, we’ve built a reputation for providing high-quality veterinary medications and performance supplements that you can rely on. Our main commitment is to the health and performance of your animals, and that commitment extends to ensuring your complete satisfaction with every purchase.

We understand that sometimes, circumstances require a return or refund. Our policy is designed to be clear, fair, and straightforward, reflecting the same dedication to excellence you find in our products.

Our 30-Day Satisfaction Guarantee

Your confidence in EquineRx products is paramount. That’s why we offer a 30-day refund and return policy.

If 30 days have passed since your purchase, unfortunately, we are unable to offer you a full refund or exchange. We encourage you to inspect your order promptly upon receipt to ensure it meets your expectations.

Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Unused Condition: The item must be unused and in the exact condition that you received it.
  • Original Packaging: It must be returned in its original packaging, complete with all seals and labels intact.
  • Proof of Purchase: A receipt or proof of purchase is required to complete your return.

Please Note: Do not send your purchase back to the manufacturer. All returns must be processed directly through EquineRx.

Understanding Our Refund Process

Once your return is received at our facility and has undergone a thorough inspection, we will send you an email notification confirming its arrival. Following this, we will also inform you of the approval or rejection of your refund request.

If your refund is approved:

Your refund will be processed promptly. A credit will automatically be applied to your original method of payment or your EquineRx account within a certain number of business days. The exact timing can vary depending on your bank or payment provider.

Late or Missing Refunds?

We understand that waiting for a refund can be frustrating. If you haven’t received your refund yet, please follow these steps:

  1. Check Your Bank Account Again: Sometimes refunds can take a few days to appear.
  2. Contact Your Credit Card Company: There may be a processing delay on their end.
  3. Contact Your Bank: Banks often have processing times before a refund is officially posted to your account.

If you’ve completed these steps and still haven’t received your refund, please don’t hesitate to reach out to us at info@equinerx.net. We’re here to help.

Sale Items Policy

Please be aware that our refund policy applies exclusively to regular-priced items.

Sale items are considered final sale and cannot be refunded.

Exchanges for Damaged or Defective Items

At EquineRx, we pride ourselves on the quality of our products. However, in the rare event that an item arrives defective or damaged, we are committed to making it right.

We only replace items if they are defective or damaged.

If you need to exchange a damaged or defective item for the same product, please contact us immediately at info@equinerx.net. We will provide you with specific instructions and the necessary return address for your exchange.

Gifts & Returns

If the product you purchased was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit equivalent to the value of your return. Once the returned item is received and processed, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves with the intention of giving it to you later, the refund will be issued directly to the gift giver. They will be notified of your return.

Shipping Your Returns

To return your product, you will receive a specific mailing address after you initiate your refund request with us.

Important details regarding return shipping costs:

  • You will be responsible for paying for your own shipping costs for returning your item.
  • Shipping costs for returns are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your total refund amount.

The time it may take for your exchanged product to reach you can vary depending on your location.

For more valuable or higher-priced items, we strongly recommend using a trackable shipping service or purchasing shipping insurance. While we strive to process all returns efficiently, we cannot guarantee that we will receive your returned item without a tracking mechanism.

Need Help?

Our team is always here to assist you. If you have any questions or require further assistance regarding our Refunds & Returns policy, please do not hesitate to contact us.

Email us at: info@equinerx.net

We appreciate your business and look forward to continuing to serve your animal’s health and performance needs from our base in Newark, DE, and across the globe.