Please ensure you contact us BEFORE you issue a refund or replacement to your customer, to receive an Equetech faulty authorisation, as we will not be held responsible for the cost of unauthorised refunds or replacements, before we have deemed the product to be faulty.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of the product your customers legal rights entitle you to the following:

• up to 30 days: if your item is faulty, then you can get a refund;
• up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Within the first six months from the consumers purchase date, you can claim for a repair of the product. If we are unable to repair, then we will replace it for the same product or the most like-for-like product. We can only offer a refund/ credit on products purchased within the first 30 days.

In order to make a claim, we require the following information, sent by email: 

• Order number goods were purchased under
• Details of what the problem is (please include as much information as possible. How often the product is used. What you were doing when the fault occurred)
• Photo(s) of the issue 
• Batch number (if available) (under washing label on legwear)

Only the company who purchased the product can make a claim. The consumer cannot make a claim directly for faulty products purchase from a retailer. The retailer should carry out the above process on the consumer’s behalf. 

On receipt of your email, we will then advise (with 5 working days), whether we agree the goods have a genuine manufacturing fault, or the fault has appeared through general wear and tear. Any goods deemed faulty through general wear and tear or misuse, will not be offered repair, replacement or a credit. The manufacturer's decision is final. 

If the fault has appeared within 60 days of purchase, we will ask you to return the goods or destroy them (send us an image to prove this has been done). We will refund the postage costs up to £4.95 + vat. After that, all goods should be returned at the your cost. 

Please note - we do not class detached buttons as faulty. If you require a spare button, please contact the office.