Refund policy
Refund & Returns Policy
Last updated: 9 November 2026
Equi Supermarket is a trading name of Havelins Petcare Limited (company number 14657989). This policy explains how to cancel an order, return an item or report a problem. It does not affect your statutory rights.
Changed your mind? You have 14 days
Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of the day you receive your goods. This includes sale and discounted items.
- Tell us within 14 days. Email customerservices@havelinspetcare.co.uk or call 07824 564516 with your order number and the items you want to return.
- Send the items back within a further 14 days of telling us, to our returns address below. Please include your order number.
- Return postage is your responsibility for change-of-mind returns. We recommend a tracked service, as items remain your responsibility until they reach us.
Items should be returned unused, in their original packaging and in a resaleable condition. You may handle an item as you would in a shop to check it, but if it has been used or handled more than that, we may reduce your refund to reflect the loss in value.
Items that cannot be returned for a change of mind
For health, hygiene and safety reasons, the following can only be returned if they are faulty, damaged or not as described:
- feed, supplements, treats, licks and other products that have been opened or unsealed
- products that can deteriorate or expire quickly
- items made or personalised to your specification
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.
- Within 30 days of delivery, you are entitled to a full refund for a faulty item.
- After 30 days, you are entitled to a repair or replacement, or a refund if that is not possible.
Please check your delivery on arrival and contact us as soon as possible if anything is damaged, faulty, missing or incorrect. Send photos of the item and packaging, your order number and, for feed and supplements, the batch number and best-before date, so we can report the issue to the manufacturer.
We will pay reasonable return costs for faulty, damaged or incorrect items, or arrange a collection. We may not need the item back; we will tell you.
Refunds
Once we receive your return, or evidence that you have sent it, we will email you to confirm. We will refund you within 14 days to your original payment method.
- Change-of-mind returns: we refund the item price and the standard delivery charge you originally paid. If you chose a more expensive delivery option, we refund the cost of standard delivery only.
- Faulty, damaged or incorrect items: we refund the item price, the original delivery charge and your reasonable return costs.
Your bank may take a few extra days to show the refund.
Exchanges
The quickest way to exchange an item is to return it for a refund and place a new order.
Returns address
Havelins Petcare Ltd (Equi Supermarket) 1 Church End Drayton Parslow Buckinghamshire MK17 0JJ
Contact us
Phone: 07824 564516 Email: customerservices@havelinspetcare.co.uk