Refund & Returns Policy

Refund & Return Policy
At Equinag®, we are committed to delivering high-quality products and ensuring our customers are satisfied with every purchase. We understand that from time to time, issues may arise. Our refund and return policy is designed to be fair, transparent, and reflective of our values—while also holding all parties accountable for proper handling and storage of products.

Change of Mind
Due to the nature of our products (animal feed and consumables), we are unable to offer refunds or exchanges for change of mind. We encourage customers to double-check their orders before finalising them online or with our team.

Damaged or Faulty Products
If you believe your product is damaged or faulty upon collection, please contact us within 48 hours of receiving your order. We will assess the issue and, if a fault or damage occurred prior to collection or during our handling, we will offer a replacement or refund as appropriate.
To process a return or refund, we may request: Photographic evidence of the issue, Batch numbers or product details, Return of the product (in some cases)

Incorrect Orders
If you receive an incorrect item, please notify us within 48 hours of collection. We will arrange for the correct item to be provided or offer a suitable alternative, depending on product availability. The incorrect item must be returned in its original condition.

Storage & Handling Responsibility
Once the product has been collected or delivered as arranged, it is the customer’s responsibility to ensure it is stored correctly in a cool, dry, clean environment away from pests and moisture.
Equinag® cannot accept returns, offer refunds, or replace products that have: Been improperly stored or exposed to weather, Been opened or partially used, Deteriorated due to poor storage conditions (e.g., exposure to pests, rain, or extreme heat).

Returns Process
To request a return or refund, please email us at sales@equinag.com.au within 48 hours of receiving your order. Include your order number, product details, and a clear explanation of the issue. We aim to resolve all return inquiries promptly and fairly.

Our Commitment
We stand by the quality of our products and service. If something goes wrong on our end, we’ll make it right. But we also ask our customers to treat the products with care and responsibility once they are in your possession. This partnership is what allows us to keep prices competitive and service high.