Returns and exchanges
No worries, we all make misjudgments sometimes. If the product is the wrong size, we are happy to help you go through the options and recommend different models that may better suit your needs. However, if you wish to return the product, please read the return terms for product returns carefully below.
According to Finnish consumer protection law, our products have a 14-day exchange and return policy. After the return notification, the product must arrive at our store within 14 days of the return notification. We only accept returns in their original packaging, with the packaging and product being new and clean. If the returned product has been used contrary to the buyer's statutory duty of care, the company has the right to charge a depreciation fee up to the full price of the product, including return costs.
If you wish to cancel or return a product or service related to rental services, please see the separate return conditions here.
Please note, however, that according to consumer protection law, the following products do not have any right of return or exchange due to their nature:
- used bits (hygiene sticker removed)
- second-hand bits
- customized or embroidered products
- opened dietary supplements or horse feed
PRODUCT RETURN CONDITIONS
Please start the product return process by notifying us by email at info@equiara.com that you wish to return the product and the reason for the return. Please note that our customer return is subject to a fee, and the return handling fee is 8.90 euros. We will deduct this from the refunded price of the returned product. If the package has not been picked up and is returned to us, we will charge this same fee from the price paid by the customer for the product.
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Returned products must be in their original packaging, unused (with tags and hygiene stickers attached), and packaged for return shipping. If the returned product has been used contrary to the buyer's statutory duty of care, the company has the right to charge a depreciation fee up to the full price of the product, including return costs.
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The returned product must be returned without delay and no later than 14 days after the return notification made by email, to the return address mentioned below using our Matkahuolto customer return number. The returner must retain the return receipt until the product has arrived and we have inspected the return.
PACKAGING INSTRUCTIONS
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When returning a delivered order, include the information from the return form, such as your name and contact details, and your order number.
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We will refund the money you paid for the order without delay, in accordance with consumer protection law.
Return information via Matkahuolto:
- Equiara Oy
- Customer number: 9554495
- Sisaruspohjantie 74, 34240 Kämmenniemi
- info@equiara.com
Package the products and take them to a Matkahuolto service point. Provide the customer number at the counter, and they will print the correct label for the products and direct the package to us.
RIGHT TO CANCEL THE ENTIRE ORDER
Consumer customers have the right, according to Finnish consumer protection law, to cancel an order by notifying us no later than 14 days after receiving the goods or the last batch of goods.
The order cancellation notification must be made clearly to our email at info@equiara.com. Please note that our customer return is subject to a fee, and the return handling fee is 8.90 euros. We will deduct this from the refunded price of the returned product.
Products of a cancelled order must be in their original packaging, unused, and packaged for return shipping. If the cancelled product has been used contrary to the buyer's statutory duty of care, the company has the right to charge a depreciation fee up to the full price of the product, including return costs.
If the sale is cancelled, the goods must be returned without delay and no later than 14 days after the cancellation notification to the product return address mentioned above. The person cancelling the order must, if necessary, prove that the goods have been returned within the specified period, for example, with a return receipt.
When cancelling an order, please always fill in the return/cancellation form details and include your account number so that we can safely refund the order amount to your account in accordance with the terms of consumer protection law.
SIZE OR PRODUCT EXCHANGES
Please notify us of the wrong size or product as soon as possible by email at info@equiara.com. Indicate which product and size you wish to exchange for. For an exchange, we will charge the shipping costs of the new exchange shipment, 8.90 euros.
If the new size is not immediately available, we will always primarily try to order it and will notify you separately of the estimated delivery time. Please note, however, that the product may not always be available from suppliers.
POSSIBLE DEFECTS AND SHORTCOMINGS IN PRODUCTS
Please check the delivery immediately upon receipt. If the product is defective, please contact our customer service immediately at info@equiara.com. We will arrange with you for a possible exchange/complaint regarding the product. If possible, please include a picture or video of the detected defect in your message.
If the product has been lost during delivery or does not otherwise match your order, please notify us as soon as possible or no later than 14 days at info@equiara.com, and we will arrange how to correct the error. In consumer sales, we comply with the mandatory defect liability provisions of the consumer protection law.
If we have made an error in sending the product or in the size, we will not charge the customer the return fee of 8.90 euros.
DISPUTES
We aim to resolve any disputes concerning your order primarily through conciliation, so please first contact our customer service to resolve the matter.
If a dispute concerning a sales agreement cannot be resolved through negotiations between the parties, the consumer can refer the matter to the Consumer Disputes Board (www.kuluttajariita.fi) for resolution. Before taking the matter to the Consumer Disputes Board, the consumer should contact the consumer advisory services of the local register offices (www.kuluttajaneuvonta.fi).
CUSTOMER SERVICE
Our staff will assist you with questions related to your order. Please contact us primarily by email or chat: