How do I submit a Warranty/Service claim?
Warranty claims must be made online via our contact form, regardless of whether you purchased your EQUIDRY product from us directly, from a show or from a retailer. To put in a warranty claim you will need to contact us via our website contact form. The warranty only covers the original purchaser.
- Take photographs of the faulty areas and email them via the contact form on our website along with your order number and date of purchase. If you purchased from a retailer please include a copy of your proof of purchase. Please make sure the photos are clear and in focus.
- Our Customer Services Team will assess whether the product has a defect covered under EQUIDRYS Warranty.
- If you find a fault or defect you must cease wearing your EQUIDRY product so not to cause further damage.
- In some instances, EQUIDRY may need to have the product returned to inspect it further to determine if your defect is covered by our warranty. If our Customer Services Team ask you to return your product, please ensure it is clean and dry before using our standard returns process. All returns must be made within 7 days of acceptance otherwise your claim will be dismissed and not reopened for any reason.
- If upon return, the coat is found to have a fault we will contact you to discuss this.
What is the Warranty Policy?
EQUIDRY products are made with the highest quality materials and craftsmanship, to protect you in some of the most extreme weather conditions, and we stand behind each one. EQUIDRY products are warranted against manufacturing defects in materials and workmanship. If in the first six months of ownership a product fails due to a manufacturing defect, we will repair the product free of charge, or replace it at our discretion. If the exact style is not available for replacement, a product of equal value and similar style will be provided. We prefer to repair our products rather than replace due to the impact waste textiles have on our planet.
This warranty does not cover any repairs needed due to accidents, improper care, negligence, prolonged use or wear and tear. This warranty is void if the inside garment tags are removed. For any damage not covered under the warranty, EQUIDRY may in some instances be able to offer to repair the damage for a reasonable charge. If such an offer is made, we will discuss this with the consumer, prior to any repairs being made.
We cannot accept any returns unless they are clean and dry due to the 1972 Health & Safety at Work Act. Please see our coat care guide for information on how to clean your EQUIDRY product. If your product has not been cleaned before arriving to the facility, it will be subject to cleaning and fees added to your account
What is “normal wear and tear”?
We manufacture every product to meet our superior standards, but no matter how carefully you use and care for your EQUIDRY product, nothing is indestructible. Gear used every day in harsh conditions will degrade faster than a product worn just a few times per year. Eventually every product will begin to show signs of age and wear such as faded or frayed fabric and we take this into consideration when assessing your warranty request. It may be that your product has simply reached its practical lifetime and is time to be replaced, and we hope you will continue to trust EQUIDRY to protect you for your next adventures.
What isn’t covered under warranty?
When you’re busy with horses, we recognise that accidents can and do happen. Although not covered under warranty, missing zip teeth, tears, rips or other damage to your EQUIDRY product can be serviced through our repairs department for a reasonable cost. Improper care or negligence, such as not following our zip instructions, not laundering your product correctly, storing your product while wet, or not following the care instructions on our website will result in damages that are not covered under warranty. We will always do our best to arrange for someone to repair them to working condition, however if we are unable to, we will notify you and discuss options.
Do I need to clean my EQUIDRY product before sending it in?
Yes. For us to service your claim, your item must be cleaned before it arrives for the protection of our staff and in accordance with Health & Safety at Work Act 1972. Any product that arrives unclean will be subject to a cleaning fee of £35 - £55 before inspections can be made, which will also delay the processing of your claim.
To learn how to properly clean your product, please read our coat care guide.
Will personalising or altering my EQUIDRY product void the warranty?
We understand you may wish to personalise your EQUIDRY product or alter it to suit your needs but doing so will void your claim under warranty. You must ensure your items are free from any defects and flaws prior to any customisation / alteration.
Do you provide alterations?
Unfortunately we do not have the capacity to perform custom alterations or modifications at this time.
How can I tell if my product is from an Authorised Retailer?
By purchasing from an Authorised Retailer, you can rest assured that your EQUIDRY product is authentic and covered by our Warranty Policy. You can find a list of Authorised Retailers on our website.
Will EQUIDRY repair or replace my product?
If an EQUIDRY product fails due to a manufacturing defect, we will repair the item at our expense. We prefer to repair our products rather than replace due to the impact waste textiles have on our planet. If the product is not repairable, at our discretion, we may choose to replace the product instead.
I’ve got a question about my claim, who can I contact?
We will provide updates as we process your claim, but feel free to reach out to one of our Customer Experience Specialists by using the online help form or via telephone on 01271 626197.
How long will it take to get my product back?
We aim to have your product back to you as quickly as possible so you can get back to enjoying time with your horse. Our typical turn-around time is four weeks from the time we receive your product to when it gets back to you. Please keep in mind winter is our busiest season for warranty and repair service. We promise to keep you updated with more accurate estimates throughout the process.
How much will it cost to get repairs done?
For any repairs covered by our warranty policy there is no charge to you. Non-warranty repair costs will vary. Once we have received and assessed your product, we will contact you regarding repair options and costs (if applicable).
Who handles shipping costs?
Customers are responsible for the cost of shipping items to EQUIDRY, and EQUIDRY will cover the return shipping costs if there is a claim under warranty. Please ensure that you send the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for it. It is important you include all of your information in your parcel along with a copy of any correspondence between yourself and EQUIDRY.