Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. If your order arrives damaged or defective, please email us as soon as possible at info@atlasequinemassager.com. Include your order number and a photo of the item's condition.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@atlasequinemassagercom. We handle any issues on a case-by-case basis and will do our best to find a satisfactory solution. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Warranty

Each Atlas Equine Cranial Massager includes a One-Year Limited Warranty against defects in materials or workmanship. This does not cover damage caused by misuse or normal wear and tear.

Returns & Exchanges Policy

At Atlas Equine, we want you and your horse to feel supported and confident in your purchase.

If something isn’t quite right, please reach out — we're here to help.

Damaged or Faulty Products

If your Atlas Massager arrives damaged or proves to be faulty:

  • Please email us within 7 days of delivery at info@atlasequinemassager.com

  • Include your order number, a brief description, and clear photos of the issue

  • We will assess the situation and work with you towards a prompt solution — which may include a replacement under our One-Year Limited Warranty

Please note: We cannot process claims for damage reported beyond 7 days after delivery unless covered under the warranty.

Change of Mind

Due to the nature of the product and for hygiene reasons, we are unable to accept returns for change of mind, unless required by consumer law. Please choose carefully, and feel free to contact us if you have questions before purchasing.

Exchanges

If you ordered the wrong item or would like to swap for a different model or colour, we may be able to offer an exchange — as long as:

  • The product is unused and in its original packaging

  • You contact us within 7 days of receiving it

  • You cover the cost of returning the original item and shipping the replacement

Exchanges must be for an item of equal or greater value - if the new item is more, you’ll just need to pay the difference.

Returns Process

If a return is approved:

  • Goods must be returned unused, in original packaging, and with all accessories and instructions

  • Proof of purchase (receipt or invoice) is required

  • Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty

Once received and inspected, we’ll notify you via email regarding your replacement or resolution.

Important Notes

  • This policy applies only to purchases made directly from Atlas Equine or our authorised retailers

  • If you purchased from a stockist, please contact them directly for returns

  • We cannot accept returns on second-hand products

Questions?

If you’re unsure whether your situation qualifies, just reach out — we’re happy to guide you.

📧 info@atlasequinemassager.com
📍 Atlas HQ Phone: 027 723 4326

Exceptions / non-returnable items 
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), or if the massager has been damaged from incorrect usage, damage during storage or normal wear and tear. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Motor or electrical failure
You are covered for 1-year replacement if the motor or electrics fail. 

Pre-orders
Once a pre-order has been made we are not able to refund if the order has begun the manufacturing process.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.