Our guarantee: 30-day money-back protection
Your statutory rights: Consumer Rights Act 2015 and Consumer Contracts Regulations 2013
Free UK delivery: on orders over £40
1. Our 30-day money-back guarantee
Every order placed on santosequine.com is covered by our 30-day money-back guarantee. If a product does not suit your horse, return it within 30 calendar days of delivery for a full refund of the purchase price.
Contact us within 30 days of receiving your parcel and we will take you through the process.
2. Your statutory rights
This policy sits alongside your rights under UK law. It does not replace them.
- Consumer Contracts Regulations 2013 — you may cancel an online order within 14 calendar days of receiving the goods, without giving a reason, and you then have a further 14 days to send them back.
- Consumer Rights Act 2015 — goods must be as described, fit for purpose and of satisfactory quality. If a product is faulty or damaged on arrival, you have the right to reject it for a full refund within 30 days.
3. What we can accept
- Timeframe — the return must be started within 30 calendar days of delivery.
- Condition — unopened items should come back sealed and in resaleable condition. Under our own guarantee we also accept opened bottles, provided at least 70% of the contents remain.
- Proof of purchase — your order number, confirmation email or invoice.
4. How to return something
- Tell us — email hello@santosequine.com or message +44 7391 626201 on WhatsApp with your order number and the reason.
- Pack it — wrap the bottle securely and put your order number or full name inside the parcel.
- Post it — send it to the address below and keep your proof of postage.
5. Return postage
If you simply changed your mind, under either our 30-day guarantee or your 14-day cancellation right, the return postage is yours to pay. We suggest Royal Mail Tracked so the parcel can be followed.
If the item arrived damaged, faulty or wrong, we pay. We will send you a prepaid Royal Mail Tracked label or refund your postage in full.
Returns address
Santos Equine Returns
Chofard Enterprise Ltd
16 Cromwell Close, Marston, Oxford, OX3 0RW, United Kingdom
Please quote your order number.
6. Damaged, faulty or incorrect items
- Let us know within 48 hours of delivery at hello@santosequine.com.
- Send photographs of the outer parcel, the bottle and the batch number.
- Once we have checked, we will send a free replacement or refund you in full, including the original delivery charge.
7. Refunds
We inspect returns within two working days of arrival. Approved refunds go back to the card or wallet you paid with, and usually take three to five working days to appear, depending on your bank.
8. Exchanges
If you ordered the wrong product, we are happy to exchange an unopened bottle for another in the range. Email us, send the original back, and we will either dispatch the replacement or issue a credit, adjusting for any price difference.
9. What we cannot take back
- Bottles returned empty or with less than 70% of the contents remaining.
- Gift cards, vouchers and free samples.
- Products bought from a third-party reseller rather than from us.
10. Who you are buying from
- Seller and brand owner: Chofard Enterprise Ltd, company number 13073779, registered in England and Wales. Registered address: 16 Cromwell Close, Marston, Oxford, OX3 0RW.
- Manufacturer: Promote Botanicals Care Ltd, company number 16902607, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.
- Contact: hello@santosequine.com · +44 7391 626201