Returns & Refunds
We hope you will be pleased with your purchase. However, if you wish to return an item purchased from us, Remedylink d.o.o., owner and operator of the Remedyequine brand, will be happy to review your return request in accordance with the conditions below.
Products may be returned within 14 days of receipt in accordance with EU consumer protection rules, provided they are returned in a fully resaleable condition, unless otherwise excluded by the nature of the product.
Please ensure that all returned parcels are securely packed and include your name, order number, and contact email address so that we can identify your return and process it as quickly as possible.
How to Return an Item
To begin the return process, please contact us at info@remedyequine.eu and provide your order number, full name, and the email address used when placing the order.
Your order number can be found in your order confirmation email. If you cannot locate it, please contact us and we will assist you.
Once your request has been reviewed, we will provide you with instructions on how to return your item(s).
Returns should be sent using a courier of your choice to the following address:
Remedylink d.o.o.
Remedyequine Returns Department
Zvonimira Rogoza 14
10000 Zagreb
Croatia
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect and this has been confirmed by us in advance.
We recommend using a tracked and insured delivery service, as returned goods remain the customer’s responsibility until received by us.
Returns must be initiated within 14 days of delivery in order to be eligible under EU consumer protection laws.
Please note that we do not offer direct exchanges by post. If you wish to exchange an item, please return it (if eligible) and place a new order.
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What items are returnable?
To be eligible for a return, items must:
- be in original condition
- be in original packaging
- be unused and undamaged
- be clean and suitable for inspection
Please do not attach shipping labels or tape directly to product packaging (e.g. shoe boxes or branded packaging), as this may invalidate your return.
Clothing and footwear must be returned unworn and unwashed.
All items must be returned in the same condition in which they were delivered. If an item is returned dirty, used, or damaged, we reserve the right to refuse the return and send the item back to you at your expense.
For equestrian safety equipment (such as riding helmets), items must be returned in protective packaging sufficient to prevent damage during transport. Even minor or non-visible damage may affect safety, and we reserve the right to refuse returns where the condition or packaging raises concerns.
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Non-returnable items
For hygiene, safety, and product integrity reasons, the following items cannot be returned:
- opened or used feed, supplements, or consumable products
- opened animal care or veterinary-related products
- custom-made or personalised items
- undergarments or personal-use items
- products that show signs of use, wear, or improper handling
These conditions do not affect your statutory rights in the case of goods that are faulty, damaged, or not as described.
Frequently Asked Questions
How do I return an order?
To request a return, please contact us first at info@remedyequine.eu with your order number, full name, and the reason for the return.
Once your return request has been reviewed, we will provide you with return instructions.
Unless otherwise agreed, customers may return items at their own cost using a courier of their choice to the following address:
Remedylink d.o.o.
Remedyequine Returns Department
Zvonimira Rogoza 14
10000 Zagreb
Croatia
We recommend using a tracked and insured delivery service, as we cannot be held responsible for returned goods lost or damaged in transit.
Can I get an exchange?
At this time, we do not generally process direct exchanges by post.
If you would like a different item, size, or variation, please return the original item for a refund (if eligible) and place a new order through the Website.
In the case of faulty or damaged items, we may offer a replacement, repair, or refund, depending on the product and the circumstances.
How do I return a faulty or damaged item?
If an item arrives damaged, incorrect, or becomes faulty within the applicable warranty period, please contact us at info@remedyequine.eu as soon as possible, and no later than 48 hours after delivery in the case of transit damage.
To help us assess the issue more quickly, please include:
- your order number
- a short description of the issue
- an image of the full product
- an image of the damaged or faulty area
- an image of the packaging and shipping label, where relevant
- an image of the batch number or barcode, where applicable
Please do not return faulty or damaged goods until you have received confirmation and instructions from us.
If we confirm that the item is faulty, damaged, or incorrect, we may provide a return label or reimburse reasonable return shipping costs where agreed in advance.
Are there any charges for return?
If you are returning an item because you have changed your mind, the cost of return shipping is your responsibility.
We do not refund return postage costs for standard customer returns unless otherwise required by law or agreed in writing.
If you are returning the entire order within your legal withdrawal period, we will refund the original standard delivery charge where applicable, in accordance with EU consumer rights rules. We do not refund any premium or express delivery charges.
If the return relates to a faulty, damaged, or incorrect item confirmed by us, we may cover or reimburse the cost of return shipping.
How soon will I get my refund?
Once your returned item has been received and inspected, we aim to process your return within 2–5 working days.
If your return is approved, your refund will be issued to the original payment method.
Please note that, depending on your bank or payment provider, it may take an additional 3–5 working days for the funds to appear in your account.
If your order included a free gift, bundled item, or discounted promotional product, those items must also be returned if returning the main order in full. If they are not returned, we reserve the right to deduct the value of the promotional item from the refund amount.
How to return an item
To begin the return process, please contact us at info@remedyequine.eu and provide:
- your full name
- your order number
- the email address used for the order
- the item(s) you wish to return
- the reason for return
We will then send you the return instructions.
Returned goods should be securely packed and sent to:
Remedylink d.o.o.
Remedyequine Returns Department
Zvonimira Rogoza 14
10000 Zagreb
Croatia
Returned items remain the customer’s responsibility until they are received by us. For this reason, we strongly recommend using a tracked and insured shipping method.
What items are returnable?
Items must be returned:
- in original condition
- in original packaging
- unused and undamaged
- clean and suitable for inspection
Items must be packed carefully to avoid damage during return transit.
For equestrian safety equipment, including but not limited to riding helmets and similar protective items, products must be returned in protective packaging sufficient to prevent any possible damage during transport. If we receive such items in inadequate packaging or in a condition that raises safety concerns, we reserve the right to reject the return.
All returned items must be clean and in the same condition in which they were delivered. If an item is returned dirty, used, or otherwise unsuitable for inspection or resale, we may reject the return and send the item back to you at your expense.
Non-returnable items
For hygiene, safety, health protection, and product integrity reasons, we cannot accept returns for:
- opened or used feed, supplements, or consumable products
- opened veterinary, animal care, or medicinal products, where applicable
- custom-made, personalised, or made-to-order items
- used or worn clothing, footwear, or equestrian equipment
- undergarments or similar personal-use items
- products damaged due to misuse, improper storage, or customer handling
These exclusions do not affect your statutory rights in the case of goods that are faulty, damaged, or not as described.