Refund policy
Returns & Refunds Policy
At L’Equino Essentials, every item is made with care, and we want you to love your purchase. Please read our returns policy carefully before ordering.
🛍️ Change of Mind
We do not offer refunds, exchanges, or credits for change of mind or incorrect selections on any products.
This includes choosing the wrong size, colour, or design, or deciding you no longer want the product after purchase.
This policy applies to all items — particularly custom-made or personalised designs, which are created specifically to your order.
⚒️ Custom Orders
Custom and made-to-order products (such as our handmade browbands and accessories) are created based on your chosen colours, styles, and details.
Once your design has been confirmed, production will begin and cancellations or changes cannot be made.
⚖️ Faulty or Incorrect Items
Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if an item:
- Is faulty or defective
- Does not match the approved design or description
- Is not of acceptable quality or fit for purpose
If you believe your item has a fault or issue, please contact us at info@lequinoessentialstack.com within 7 days of delivery with your order number, photos, and a description of the problem.
We’ll review your claim promptly and arrange a suitable solution.
⏰ Processing Times
Our handmade items typically have a 5-6 business day turnaround time.
If any selected materials are temporarily out of stock, we’ll notify you as soon as possible — your order may be delayed while we wait for supplies to arrive. Refunds will not be given for "delayed" orders that ARE shipped withing the 5-6 business day turnaround period as an order is not delayed until the 7th business day at which point if the order has not yet been shipped a refund may be given if requested.
📦 Return Conditions
If a return is approved, items must be:
- Returned in their original, unused condition
- Safely packaged for transport
- Posted back within 7 days of approval
Please note that return postage is the customer’s responsibility unless the product is deemed faulty.
📫 Contact Us
If you have any questions about your order or this policy, please contact our team:
📧 info@lequinoessentialstack.com
📞 0478 946 773
🌐 www.lequinoessentialstack.com