Refund policy
REFUND POLICY
30-day money-back guarantee
We want you to see what Humequine does for your horse. If you are not satisfied with your purchase for any reason, contact us within 30 days of the delivery date and we will refund you. The guarantee applies to our 1 L, 4 L and 10 L sizes. On a Subscribe and Save subscription, it covers the first order only.
Barrels and totes are not covered by the guarantee. They are shipped by freight for commercial use, and all barrel and tote sales are final. A barrel or tote that arrives damaged, defective or not as ordered is still handled under the claims process below.
To use the guarantee, email us at with your order number and a short note on why the product did not work for you. We will reply with the next step.
We decide, case by case, whether we ask you to send the product back or simply refund you without a return. If we ask for it back, we will tell you where to send it. The cost of return shipping is paid by you, and we will refund you once the product arrives. Please do not send product back without speaking to us first.
A guarantee refund covers the price you paid for the product. Shipping charges, and import duties, taxes and brokerage fees on United States orders, are not refunded.
After 30 days
After 30 days from the delivery date, all sales are final and we do not offer refunds or accept returns.
If your order arrives damaged, defective or not as ordered
Contact us within 48 hours of delivery at with:
- your order number
- photos of the product, the packaging and the shipping label
- the lot number printed on the container
- a short description of the problem
Keep the product and its packaging until we have reviewed your claim. We may ask you to return it, or to hold it for the carrier to inspect. We cover the cost of any return we ask for.
If your claim is approved, we will replace the affected product or refund it, at our option.
For barrels and totes, please also note any visible damage on the carrier's delivery receipt before you sign for it. A delivery signed as received in good condition makes a carrier claim much harder.
How refunds are paid
Refunds go back to your original payment method. Allow 5 to 10 business days after we approve the refund for your bank or card provider to show it.
Cancelling an order
You can cancel a 1 L, 4 L or 10 L order at no charge until it has been packed. Subscribe and Save subscriptions are cancelled under our Purchase Options Cancellation Policy. You can cancel a barrel or tote order at no charge until freight has been booked. After that, the order is final. Contact us as soon as possible if you need to cancel.
Import charges
Import duties, taxes and brokerage fees on United States orders are paid by the customer to the carrier or to United States authorities. We cannot refund them.
Your legal rights
Nothing in this policy limits any right you have under the laws of your province or state that cannot be excluded by agreement.