We know accidents happen, or in the rare occasion your Equissage has a fault - you would like it to be repaired as quickly as possible.
So If your Equissage is needing some TLC please follow the below guide to allow us to help you back on the road to giving your horse the therapy it needs as quickly as possible.
Note: This guide applies if you are based in England, Scotland, or Wales. If you are based outside of those areas, please call your country's distributor who will be able to help, or contact our Export Manager Kim Smith-Bingham on +44 7437 896 979.
Step 1
Please check batteries and chargers with other products you may have to see if that could be the issue. If it is, you can purchase replacements through our website by clicking here. www.niagaraequissage.com/shop
Step 2
Once Step 1 is complete contact our After Sales team on 0800 689 6887 or by completing our After Sales contact form here Let them know a brief description of the issue and they will likely wish to arrange collection of your product by courier to be looked at by one of our in-house Equissage specialists. If your product is out of the warranty period, you will be asked to pay a service fee of £47. This covers courier and labour costs to get the product back to you once fixed. If your product requires any new parts, the cost for this will be confirmed once the kit has been assessed in our factory.
Our dedicated After Sales department will do their best to have your products back to you as soon as possible. Collection can be organised for a day that suits you. (please note if you have multiple failed attempts for collection or delivery additional charges may apply)
Step 3
Before your kit is collected there’s a couple of things you will need to do. Firstly, please clean your Equissage so it is in a fit state to come back into our factory.
It doesn’t need to be immaculate but if you could wipe off any poo, dust or spiderwebs that would be great. If your kit is in an overwhelmingly unhygienic state this will be immediately sent back to you without inspection. We make new product and furniture in our factory so please be mindful of this.
Once its clean please pack your Equissage ready for collection. This can be in a box or in the Equissage Travel bag but just make sure the zip is secure. If you would like to put bags over the travel bag, then do feel free. Our courier will bring labels so no need to get the sharpies out!
Step 4
Once your kit is in our factory we will get to work. We aim for a 10-working day turn around once product is back in the factory however, normally we are much quicker. Once we have received the kit and had time to inspect it we will contact you with details of what next so make sure you keep an eye out for emails from our After Sales team and phone calls from 01745 (Denbigh, North Wales).
Step 5
Once any outstanding payments have been made and the product is repaired, we will get in touch to arrange its return to you.
A few things to note –
We are unable to get parts to repair some previous models of Equissage however this can’t be confirmed until we see the product - Hopefully we will be able to fix it for you or offer you a super upgrade offer.
£47 is charged on out-of-warranty product to cover courier and labour costs.
If you don’t have a bag or box to send the product to us in this can be sourced easily online or from your local hardware store.
Our After Sales team are all wonderful and just want to help your horse get back to having their much deserved therapy as quickly as possible.
Please be polite and respectful when speaking with them. Not all of them have Equine experience so likely won’t be able to help with issues in terms of way of use. For advice on this please contact your local agent or contact our sales team on 0800 689 9844.
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