Frequently Asked Questions

Equinics is a Danish webshop, with pop up shop and extraordinary service, completely dedicated to products that can help you train your horse injury-free, as well as a wide range of therapy products for injury prevention and healing.

At Equinics you will also find the absolute best training gadgets and tools for optimizing your training. Think Hylofit - heart rate monitor for horse and rider, Equestic Saddleclip training analysis, the Pivo and Pixem film robot, Vert - measures your horse's head posture, and much more.

Finally, you will find books, articles, DVDs, basic grooming supplies and nutritional supplements.

Equinics' home base is Denmark, but since we are Dutch, the shop is also translated into Dutch and we are of course happy to send our products to Dutch customers.

Most of our assortment consists of innovative products for horse and rider. All products are used or tested by ourselves and therefore we can advise customers well before use and help with questions during use. Customer service is very important to us and we offer a lifetime service when purchasing one of our products.

Also rental of therapy products

Do you need a product for only a shorter treatment period or for a certain part of the rehabilitation? Then we offer the possibility of renting such products for a short or slightly longer period! Read more under "Rental" or call or email us for more info.

Questions?

In the menu you will find answers to most questions about buying in our webshop, payment, freight, return policy and much more.

If there are any other questions or if you need help with your order, please email info@equinics.eu. You can also call, our phone number is +45 28 18 85 77 (we speak dutch too! ) Were you unable to reach us? Leave a message, send a text or e-mail and we will get back to you as soon as possible.

Equinics- For a healthy and fit horse!

With us you can shop safely!

Online shopping should be safe! And it is with us! Unfortunately, fake websites have become a common form of fraud, with scammers mimicking popular websites.

These sites often look like legitimate online stores, but they are fake and they are only trying to steal your information and/or money. So always be careful!

Fortunately, recognizing fake websites is often easy. Just quickly check the website for a few key details and you'll already have a good idea of whether it's a safe place to store - or whether you need to be careful.

Alarm bells and "red flags" include:

• Very large discounts and/or discounts on many items
• Missing company registration number
• Missing physical address, phone number or contact information
• Poor spelling, wording and formatting
• Missing info on e.g. return and privacy policies and other terms and conditions
• Unusual URLs
• No security certificate on the website

Online shopping should be safe! And it is with us!

Of course, we work hard to have fake websites that try to impersonate us blocked and we could really use your help. If you see anything suspicious online, let us know so we can check it out and do something about it if necessary!

Do you have any questions - or want to get in touch in person? Call me - Kimbel - at +45 28 18 85 77! We speak (also) Dutch! Of course, you can also send an email or text and we will get back to you as soon as possible.

Equinics - For a healthy and fit horse!

Equinics is a webshop with home address in Denmark. We do not have a physical store here, but we do have a beautiful showroom, where customers from home and abroad are always welcome.

Are you visiting Denmark and would like to visit us? Please call or email us and make an appointment , and we will gladly make time for you!

You can pay in the following secure ways at Equinics.

• Visa
• Mastercard
• Maestro
• iDeal

Payment takes place as soon as your order is completed.

All our prices you see include 25% (Danish) VAT & exclude shipping costs. All mentioned prices are subject to interim changes and possible errors or mistakes. If in doubt, please email or call us for more information regarding a product and price.

VAT in Europe

Since Equinics is based in Denmark, all our prices are based on 25% (Danish) VAT & do not include shipping costs.

Our shop falls under the so-called One Stop Shop scheme. This is a (relatively) new VAT rule in Europe which ensures that you as a customer pay the VAT, which belongs to the country where you live.

When you place an order, you will see that the prices (if necessary) are adjusted to the price with the VAT of that country (e.g. 21% NL and BE and 19% in DE). This VAT percentage will also appear on your invoice after your order.

An advantage of this arrangement is that, if you would like to (and are able to), your purchase is directly deductible in your accounting. A lot easier than before :-)

Ordering as a company? Then enter your company name and VAT number at checkout (in the 'Company' field). That way, both data will appear on your invoice and you can include this invoice in your accounting and deduct the VAT. Of course this only applies if you also comply with the VAT rules that apply to your business.

Do you have questions about deducting VAT in your bookkeeping? Please contact your accountant or the customer service of the tax authorities.

VAT outside Europe

Are you ordering from a non-EU country? Then the prices you see are excluding VAT and shipping costs. You will have to pay VAT and possibly import duties, excise, consumption tax and other taxes to the local authorities!

The prices listed on our site do not include shipping costs. Shipping costs for the Netherlands and Belgium are:

• € 8,50 for home delivery
• Free home delivery for orders from € 100,-.

Free delivery does not apply to the products in our Rental Service, here you always pay an amount for shipping and return costs.

Note: On some products there is a surcharge on shipping costs due to weight. If this is the case, it is mentioned in the product information and at checkout.

We never ship heavy packages over 15 kg, or large sized packages such as feed bags.

Delivery to other countries within the EU

We also ship to other countries within the EU. The cost depends on where the package needs to be sent and how much it weighs. We usually ship to a CollectPoint to keep costs low for all parties. However, some countries do not have this option, so then the package will be sent to your home address.

The exact shipping costs will appear in the last screen before you have to approve your order, but feel free to email us at kundeservice@equinics.eu to inquire about the current shipping rates for your country.

We ship your order with PostNord here from Denmark and at the border the DPD takes over from them and delivers the order to your home.

You will be informed by the DPD about the day and time period when the delivery will take place. You can follow your package live via the DPD site and/or App. There you can also indicate whether your package should be delivered at a different time, or whether it can be dropped if you are not at home.

Is DPD on the doorstep and nobody is home? Then the DPD driver will leave a "no-show" message and DPD will deliver your package to the nearest Pickup Parcel Shop. It may occasionally happen that due to external factors a package is delivered to another parcel shop. However, they always try to choose the parcel shop closest to you.

What happens if I don't pick up the parcel at the DPD Pickup Parcel Shop?

Your package usuallyonly stays at the service pointfor a few days before it is automatically returned to us. For more exact information, please contact DPD Customer Service +31850022222. Please note that we do not receive notification from the DPD when your package is returned, so please keep a close eye on your Track & Trace yourself!

If you do not pick up your package it will be returned to us. The package will then be registered by us as 'not collected'. We will then ask you whether we need to send the parcel again or whether you want to cancel the order.

Do you want us to send the package again? Then you pay the shipping costs yourself and we will send you a payment link. After payment of the shipping costs, we will send you the package again.

If you choose to revoke your order, you will have to pay for the return shipping costs yourself, which will be deducted from the return amount. The remaining amount will be credited to you - in the same way as you originally paid for the order.

We do our best to process your order so quickly and to be able to ship.

Every working day around 8 a.m. the orders set out. Our experience is that most packages then delivered within 3 working days Can be, but we cannot guarantee this. Remember that most postal and parcel services do not deliver on weekends and on public holidays.

NB : We know from experience that the post is always very busy in periods around for example Black Friday, Sinterklaas and Christmas. We want to warn you that there are during those periods, And around days off such as Easter, Pentecost and Ascension, most likely A longer delivery time will be on your order. So keep that in mind if you order!

Once your order has been sent, you will receive a tracking number with which you can keep an eye on the order. This way you can follow the package and you know when the order is ready for you or will be delivered.

Longer delivery time

It is possible that certain items are not in stock, or that they are delivered directly via the supplier or via another partnership. In these cases the delivery of your order can take a little longer. If the order is delayed, we will send you a message by e -mail (note: these emails can end up in your spam mailbox depending on your settings).

Once your order is shipped you will receive a tracking number from us with which you can keep an eye on the order.

This way you can track the package and know when the order is ready for you or will be delivered.

To track your package more easily, we recommend installing the DPD app.

Would you like to return a product or order?

Of course it can happen that you want to return a product or order. The entire procedure can be found via the link below, but in short it means:

• That you have 14 days to notify us that you want to return a product
• That you then have up to 14 days to return the product
• You pay the costs of the return shipment to Equinics.
• We will credit the purchase price of the product to you according to the procedure and conditions described below

Read the entire procedure here in the link.

Unfortunately, we cannot offer an exchange service through your original order. This means that you must place a new order for the product you would like to purchase.

The product to be exchanged can then be returned in accordance with the "Returns" procedure.

We care about our products and logically do our best to deliver them to you in top condition. Nevertheless, it sometimes happens that an order breaks down during transport or that something else happens that leads to a warranty claim. If the defect falls within the warranty, we will of course take care of repair or replacement free of charge.

Read more about Equinics' warranty system below and then contact us as soon as possible if you think you need to make use of the warranty system on your product. Write to us at: info@equinics.eu

What warranties do I have on a product?

When you purchase a product, you always have a legal warranty. This means that you are entitled to a good product. In addition, you may have a manufacturer's or seller's warranty on a product. If this is the case, it is explicitly mentioned on the product page in the webshop.

Legal warranty: right to a good product

The legal warranty means that you are always entitled to a good product. If a product is faulty, you are entitled to free repair, a new product or a refund. There is no legal warranty period in the Netherlands. This is because some products last longer than others. Look for more info in this link.

Is the problem with the product your own fault? Then you are not entitled to free repair, a new product or money back. Did you use the product normally but it just wore out? Even then you are not entitled to free repair.

Limited warranty on batteries

All batteries are subject to wear and tear. A common characteristic of batteries is that they deplete faster and work less well over time. It is therefore called a consumable for this reason.

For that reason, we can only offer a limited 6-month warranty on (all) batteries we sell - i.e., single batteries, batteries that belong to a specific product, and batteries that are incorporated into a product. If a battery comes with a longer warranty from the manufacturer , you can of course claim it. If the battery is not removable, a warranty period equal to that of the product applies, provided this is stated in the manufacturer's terms and conditions.

This limited warranty only covers batteries if the battery capacity is less than 80% of the rated capacity or if the battery leaks, and this limited warranty does not cover any battery if the battery has been charged by a battery charger that is not specified or approved for charging the particular battery.

What is a good product?

You should be able to use a product for a certain amount of time without problems. How long a product should last depends on what it is. For example, a camera robot has a longer lifespan than a pair of hoof boots.

What to expect from a product depends on:

• information from the site (for example, if a watch is waterproof, you should be able to swim with it);
• the brand;
• the price.

When is a product faulty?

A product is faulty if:

• it is not complete;
• it is damaged;
• it is broken or does not work properly;
• you cannot do with it what is described on our webshop, or what the manufacturer has said.

Burden of proof in case of defective product

During the first 6 months after purchase, the law makes it easy for you; the burden of proof then lies with Equinics. This means that you are entitled to free replacement or repair, unless we can prove that you have misused the product.

Does the product break down after 6 months or more? Then you must prove that it is not your fault and that the product is to blame.

Manufacturer's and seller's warranty

On some products in our webshop there is a manufacturer's or seller's warranty. This is an addition to the legal warranty you already have. This additional warranty is valid for a certain period of time, such as one year. If a product breaks down after 6 months of purchase but within the warranty period, you do not have to prove that it is not your fault. The warranty certificate states what you are entitled to and for what period of time. If there is a manufacturer's warranty, it is explicitly stated on the product page in our webshop.

What should you do?

How to act if you think you should use the warranty on your product? In brief:

• Contact us as soon as possible by mail or phone
• Describe the problem and cause - possibly with photo or video.
• We will contact you to tell you whether the entire product, or parts of it need to be sent.
• Then ship the agreed parts according to the procedure below.

Shipping costs

If it turns out that the problem is covered by the warranty, we will of course refund the shipping costs. If the problem is not covered by warranty, we will send you a written quotation for repair/replacement and shipping costs and you will have 14 days to decide whether to accept this quotation. After acceptance and receipt of payment, we will initiate the repair procedure and send the product back to you.

Please note: We will reimburse your reasonable shipping costs if the warranty is legitimate. We do not refund express deliveries, courier services or other forms of transport. So we recommend purchasing your parcel label through the link and procedure below.

Link to parcel label DPD

In the link below to the DPD Parcel Service, you can purchase a parcel label to send a package to Equinics.

https://versturen.dpd.com/versturen/pakket

Advantages of this parcel service are:

• Your package can be tracked and is therefore insured against damage and/or loss in transit
• Your package is normally only 2-3 business days in transit. So your package will reach Equinics faster, and we can look at the product faster.
• DPD parcel service is faster and generally also a lot cheaper than Post NL.

Tip!

When you buy a parcel label, we always recommend to provide both your and our e-mail address and phone number , so DPD can give us both the best possible service.

Important!

You always send a (return) shipment DIRECT to our company address. Packages sent to a parcel point will not be picked up and therefore eventually returned to sender. Avoid extra shipping costs and send your shipment directly to:

Equinics

Attn: Kimbel

Overdrevsvej 9, Undløse

4340 Tølløse

Danmark

Mail: info@equinics.eu

Tlf: +45 28 18 85 77

At Equinics, we have many innovative products that can help you and your horse in daily training, rehabilitation, injury or illness.

Especially with injuries and illnesses, as a horse owner you often need products that may only need to be used during a treatment period or for rehabilitation. This is the reason why we offer the possibility to rent these products for a short or slightly longer period, so that you can treat your horse without the big investment.

When renting, you always pay a deposit, the amount of which depends on the value of the product. In addition, a rental fee is due per week. You alsoalways payshipping costs, both for having the product delivered and for returning it to Equinics.

At the end of the rental period, you return the product and after a quality check you then receive the paid deposit retur. Do you want to buy the product right after rental? Then we will deduct the paid rental price from the purchase amount!

There is always a comprehensive user manual with the products and are there any questions during or before use? Feel free to call or write us! We know all our products inside out and have tested them all. We can therefore support our customers in the best possible way.

By placing and confirming an order for one - or more - rental products in Equinics' webshop, you agree to our rental terms and conditions.

If you have any questions about our rental conditions, please contactus at before completing your order.

If you want to rent the product for a longer period of time, please also contact us and we will make you a customized quote. Call us for more information, terms and conditions or to arrange a rental period.

By placing and confirming an order for one - or more - rental products in Equinics' webshop, you agree to the rental terms and conditions, as described below.

If you have any questions about our rental terms, please contact us before completing your order.

Rental period

The rental period begins on the day the product is delivered and ready for pickup at a Package Point - or on the day the product is delivered to your address.

The package must be returned to Equinics no later than the day after the last day of rental. This means that you must ship the product no later than:

The renter always pays shipping costs, both for having the product delivered and for returning it to Equinics.

The product is delivered including all necessary accessories, a manual for proper use of product and any spare parts.

Deposit

The deposit is refunded when the product is returned to Equinics on time, in clean condition and fully operative.

In case of late return after the end of the rental period, a corresponding amount will be deducted from the deposit.

The product must be returned to our business address. If the product is not sent directly to Equinics' address, 20,- euros will be deducted from the deposit.

If the product has not been cleaned properly upon return, 20,- euro will be deducted from the deposit.

If any spare parts are used, an amount equal to the purchase price of that part will be deducted from the deposit.

For missing parts/accessories, an amount equal to the purchase price of that particular part will be deducted from the deposit.

Use and instructions

The renter is responsible for carefully reading and following the instructions for use before using the product, in order to prevent unnecessary wear and tear or damage to the product. Instructions for use in Dutch can be found on the webshop of Equinics, at the bottom of the product description of the product.

The product is not insured and therefore the renter will be held liable for any damage. Damage to the product will be assessed by a professional repairman (usually covered by the renter's insurance).

The lessor cannot be held liable for any personal - or equine injury and/or for accidents that may occur due to improper use of the product.

When buying after rental period

If you wish to purchase the product immediately after the end of the rental period, we will deduct paid rent and deposit from the purchase price. Please contact us at 0045 28 18 85 77 or info@equinics.eu. We will send you a payment link via the webshop.

After paying the outstanding balance, you can exchange the rental product for a new one by returning the rental product to Equinics' business address. You pay the shipping costs to Equinics yourself. Once we have received the product back and the remaining amount has been paid, we will send you a new copy of the product. Equinics will bear the shipping costs for this.

You can also choose to pay the balance amount and then keep the rental product. However, we do not give a discount on used / rented copies, so we always recommend exchanging the rented copy for a new one.

Brief summary:

• The renter always pays shipping costs - both there and back.
• If you wish to purchase the rented product immediately after the end of the rental period, the rental price paid and the deposit will be deducted from the purchase price.
• You can then exchange your rental product for a new one.

Return address:

Equinics

Att. Kimbel

Overdrevsvej 9, Undløse

4340 Tølløse

Danmark

Mail: info@equinics.eu

Tlf: 004528188577

By placing and confirming your order for one - or more - rental products in Equinics' webshop, you agree to our rental terms and conditions, as described above.

We hope you and your horse(s) enjoy our rental service! Do you have any questions while using it? Call, write or chat with us: we are happy to help you!

If you have received a gift voucher from us, you can here Read more about the conditions!

Would you like to buy a gift voucher? Send us an email! We are happy to help you further!

Personal data processed

Equinics may process personal data about you through your use of Equinics' services
Equinics' services and/or because you provide it to Equinics yourself when filling out a contact form on the website. Equinics may process the following personal data:

• Your first and last name
• Your address
• Your phone number
• Your e-mail address
• Your IP address

Why Equinics needs data

Equinics processes your personal data in order to contact you by telephone if you so request, and/or to contact you in writing (by e-mail and/or post) in the unlikely event that you cannot be reached by telephone.

In addition, Equinics may use your personal data in connection with the performance of any contract with you, usually consisting of legal services.

How long Equinics stores data

Equinics will not retain your personal data longer than is strictly necessary to fulfill the purposes for which your data is collected. Your data will not be kept longer than one year if no agreement is concluded with you.

Sharing with others

Equinics will only share your personal data with third parties if this is necessary to execute an agreement with you, or to fulfill a legal obligation.

Mapping of website visits

General information about your visit to the Equinics website is recorded, including your computer's IP address, the time of your request and information provided by your browser. This information is used to analyze visitor and click behavior on the website. Equinics uses this information to improve the functioning of the website. This data is anonymized as much as possible and is not provided to third parties.

Google Analytics

Equinics uses Google Analytics to track how users use the website and how effective Equinics' Adwords ads are on Google search result pages.

The information thus obtained, including the address of your computer (IP address), is transmitted to and stored by Google on servers in the United States. Please read Google's privacy policy for more information. You will also find Google Analytics' privacy policy here.

Google uses this information to track how our website is used, to provide reports on the Website to Equinics and to provide its advertisers with information on the effectiveness of their campaigns.

Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Equinics has no influence on this.

Equinics has not given Google permission to use Analytics information obtained through Equinics for other Google services.

View, modify and delete data

You have the right to view, correct or delete your personal data. You can send a request for inspection, correction or deletion to info@equinics.eu. Equinics will respond to your request as soon as possible, but within four weeks.

Security

Equinics takes the protection of your data seriously and takes appropriate measures to protect against misuse, loss, unauthorized access, unwanted disclosure and unauthorized modification. The Equinics website uses a secure SSL Certificate to ensure that your personal information is not transmitted to the wrong parties.

If you have the impression that your data is not secure or there are indications of misuse, or if you would like more information about the security of personal data collected by Equinics, please contact the data controller at Equincis, Romi Royé at info@equinics.eu.

www.equinics.eu and the dutch translation at nl.equinics.eu is a website of Equinics.

Equinics can be reached as follows:

Equinics ApS

Overdrevsvej 9, Undløse

4340 Tølløse - Denmark

Tel +45 28 18 85 77 (we speak Dutch)

Mail: info@equinics.eu

CVR 42529745