Terms of service
Terms of Service
Last updated: 9 November 2026
1. About us
www.equisupermarket.co.uk is operated by Havelins Petcare Limited, trading as Equi Supermarket ("we", "us", "our"). We are a company registered in England & Wales, company number 14657989, VAT number GB437953361.
- Registered office: 5 Imperial Court, Laporte Way, Luton, Bedfordshire, LU4 8FE
- Trading and returns address: 1 Church End, Drayton Parslow, Buckinghamshire, MK17 0JJ
- Phone: 07824 564516
- Email: customerservices@havelinspetcare.co.uk
2. These terms
These terms apply to every order you place on this website. Please read them before ordering. By placing an order you agree to them. If you are a consumer, nothing in these terms affects your statutory rights.
3. Placing an order and our contract with you
When you place an order, you will receive an email acknowledging it. This does not mean we have accepted it. Our contract with you is formed when we email you to confirm your order has been dispatched.
We may decline an order, for example if a product is out of stock, a price or description has been listed in error, or we cannot deliver to your address. If we decline an order after taking payment, we will refund you in full.
4. Prices and payment
All prices are in pounds sterling and include VAT at the current UK rate. Delivery charges are shown at checkout before you pay and are set out in our Shipping Policy.
We take care to show the correct price. If we find a product has been listed at the wrong price, we will contact you before dispatch and you can choose to go ahead at the correct price or cancel for a full refund.
Payment is taken when you place your order, using the payment methods shown at checkout.
5. Product information
We describe and photograph products as accurately as we can. Packaging and colours may vary slightly from the images shown. For feeds and supplements, always follow the manufacturer's feeding guidelines on the label and ask your vet or a qualified nutritionist if you are unsure whether a product is suitable for your horse.
6. Availability and back orders
If an item you have ordered is not in stock, we will email you with an expected dispatch date and the option to cancel that item for a full refund.
7. Delivery
We deliver to UK mainland addresses and some UK islands, as set out in our Shipping Policy. We do not deliver outside the UK. Delivery times are estimates. If we have not delivered within 30 days of your order, you may cancel and receive a full refund.
The goods become your responsibility once they are delivered to you or to a safe place or neighbour you have nominated.
8. Your right to cancel
If you are a consumer, you can cancel your order for any reason within 14 days of the day you receive the goods, under the Consumer Contracts Regulations 2013. This applies to sale items too.
To cancel, email customerservices@havelinspetcare.co.uk or call 07824 564516 with your order number. You must then return the goods within 14 days of telling us, to our returns address above. Unless the goods are faulty or not as described, you pay the cost of returning them.
We will refund the price of the goods and the standard delivery charge you paid within 14 days of receiving the goods back, or of you giving us evidence that you have sent them, whichever is sooner. We may reduce the refund if the goods have been handled more than needed to inspect them.
The right to cancel does not apply to:
- sealed goods that are not suitable for return for health or hygiene reasons once unsealed (for example opened feed, supplements or treats)
- goods that can deteriorate or expire quickly
- goods made or personalised to your specification
Full details are in our Refund Policy.
9. Faulty or incorrect goods
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you are entitled to a refund if you tell us within 30 days of delivery. After that, you are entitled to a repair or replacement, and a refund if that is not possible.
If an item arrives damaged, faulty or incorrect, please contact us as soon as possible with your order number and photos. We will pay reasonable return costs for faulty, damaged or incorrect goods.
10. Our liability
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable.
We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your legal rights as a consumer.
We supply products for domestic and private use. If you buy for business purposes, we are not liable for loss of profit, loss of business or business interruption.
11. Events outside our control
We are not responsible for delays or failure to perform caused by events outside our reasonable control, such as courier disruption, severe weather or supplier shortages. If this happens we will tell you, and you may cancel affected orders for a full refund.
12. Using our website
You may use this website to browse and buy products for your own use. You must not misuse it, introduce viruses or other harmful code, or copy its content for commercial use without our permission. We may suspend or change the website at any time.
13. Your personal information
We use your personal information only as set out in our Privacy Policy.
14. Complaints
If you have a complaint, please contact us using the details in section 1. We aim to respond within 5 working days.
15. Changes to these terms
We may update these terms from time to time. The terms in force when you place your order are the ones that apply to that order.
16. Governing law
These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can also bring proceedings in Scotland, and if you live in Northern Ireland, in Northern Ireland.