Frequently asked questions
Orders typically ship within 1–3 business days. Once your order is on its way, you will receive a tracking number via email.
Equinelle combines premium horse care with a refined, modern aesthetic. We believe that horse care should not only be functional, but also feel luxurious and soothing.
Naturally, we hope you are satisfied with your Equinelle order.
However, if you wish to return an item, you can do so within 14 days of receiving your order.
Return Conditions
- Products must be returned unused and in their original condition.
- Care products with a broken seal or that have been used cannot be returned for hygienic reasons.
- Accessories may only be returned unused and undamaged.
- Return shipments are sent at your own expense, unless the product is damaged or incorrectly delivered.
Return Process
Send an email to equinelle@outlook.com with your order number and reason for return. You will then receive further instructions for returning your order.
Refund
After receiving and inspecting the returned product, the purchase amount will be refunded within 5 working days via the original payment method.
Our products are suitable for all types of horses and riders. Whether you are a competition rider or you just use it for your daily routine, our products are designed to be effective and pleasant to use for both horse and rider.
General terms and conditions Equinelle
Equinelle
Phoenixweg 49, 9641KS Veendam
E-mail: info@equinelle.nl
Chamber of Commerce number: 42078227
VAT number: NL005477718B85
Article 1 – Applicability
These general terms and conditions apply to every offer made by Equinelle and to every distance contract concluded between Equinelle and the consumer.
Article 2 – The offer
Every offer contains such information that it is clear to the consumer what the rights and obligations are that are attached to accepting the offer. Obvious mistakes or errors in the offer do not bind Equinelle.
Article 3 – The agreement
The agreement is concluded at the moment the consumer accepts the offer and fulfills the conditions set therein. Equinelle confirms receipt of the acceptance by e-mail.
Article 4 – Right of withdrawal
The consumer can dissolve an agreement regarding the purchase of a product during a reflection period of 14 days without giving reasons. The reflection period starts the day after the consumer has received the product.
Article 5 – Price
During the validity period stated in the offer, the prices of the offered products will not be increased, except for price changes as a result of changes in VAT rates. All prices include VAT.
Article 6 – Payment
Payment can be made via iDEAL, PayPal or credit card. Equinelle may offer other payment methods. After placing an order, the consumer must pay immediately.
Article 7 – Delivery and execution
Equinelle will execute accepted orders with due speed, but no later than within 30 days, unless a different delivery period has been agreed upon. Delivery is made via external delivery services. Delivery times are indicative.
Article 8 – Conformity and warranty
Equinelle guarantees that the products comply with the agreement, the specifications stated in the offer, and the reasonable requirements of soundness and/or usability.
Article 9 – Complaints procedure
Complaints about the execution of the agreement can be submitted by e-mail to info@equinelle.nl. We will respond within 14 days at the latest.
Article 10 – Disputes
Agreements between Equinelle and the consumer are exclusively governed by Dutch law.
Version: August 2026