Returns & Exchanges

OVERVIEW

At Solcotta, every product is carefully considered and formulated with intention for equine care. We aim to ensure you are satisfied with your purchase while maintaining hygiene, safety, and fairness for all customers.

This policy applies in addition to our Shipping Policy.

 

RETURN ELIGIBILITY

We accept return requests under the following conditions:

  • The request is made within 14 days of receiving your order
  • The item is unused, unopened, and in its original packaging
  • The item is in a resalable condition
  • Proof of purchase is provided

For hygiene and safety reasons, opened or used products cannot be returned.

 

CHANGE OF MIND RETURNS

If you change your mind about your purchase:

  • We do not offer refunds for change-of-mind returns
  • Eligible returns will be issued as store credit only
  • Store credit is valid for 12 months from date of issue

Return shipping costs for change-of-mind returns are the responsibility of the customer.

 

DAMAGED, FAULTY OR INCORRECT ITEMS

We take great care in preparing and packing every order. However, if your order arrives damaged, defective, or incorrect:

  • You must notify us within 72 hours of delivery
  • Clear photographs of the product and packaging must be provided
  • The item must not have been used beyond reasonable inspection

Once reviewed, we will offer one of the following, depending
on the situation:

  • Replacement of the item
  • Refund to the original payment method
  • Store credit

If the issue is confirmed to be our error or damage in transit, Solcotta will cover return shipping costs where applicable.

 

RETURN SHIPPING

  • Change of mind returns: customer is responsible for return shipping
  • Damaged or incorrect items: Solcotta will cover return shipping if the claim is approved

We recommend using a tracked courier service for all returns, as we cannot take responsibility for parcels lost in transit.

 

INTERNATIONAL RETURNS

International returns are accepted on a case-by-case basis.

Please note:

  • Return shipping costs are the responsibility of the customer
  • Any customs duties, taxes, or import fees are non-refundable
  • Original shipping costs are non-refundable

 

NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Opened or used products
  • Sale or discounted items (unless faulty)
  • Gift cards
  • Bundled or promotional sets (unless faulty)

 

EXCHANGES

We do not offer direct exchanges.

If you wish to exchange an item:

  1. Return the original item (if eligible)
  2. Once approved, you may place a new order using store credit or a refund (where applicable)

 

DELIVERY RESPONSIBILITY

Once your order has been handed over to the courier, it is considered in transit and under courier responsibility.

We are not responsible for delays caused by couriers or incorrect delivery details provided at checkout. However, we will always assist in tracking or resolving lost parcels with the courier where possible.

 

HOW TO INITIATE A RETURN

To start a return, please contact:

team@solcotta.com

Please include:

  • Your order number
  • Reason for return
  • Photographs (if applicable)

We will respond with instructions if your return is approved.

 

REFUNDS PROCESSING

If a refund is approved, it will be processed to your original payment method.

Please allow:

  • Up to 10 business days for processing once approved
  • Additional time for your bank or payment provider to reflect the funds

 

PRODUCT USE & SENSITIVITY DISCLAIMER

Solcotta products are formulated for general equine care and maintenance use only.

Because every horse is unique, results and individual responses may vary depending on factors such as diet, environment, existing conditions, grooming routine, and general health.

By purchasing and using Solcotta products, you acknowledge that:

  • We do not guarantee identical results for every horse
  • Product performance may vary between individual animals
  • Sensitivities or reactions may occur in rare cases, as with any topical or natural formulation
  • It is the owner’s responsibility to assess suitability for their horse prior to continued use

If any irritation, sensitivity, or unexpected reaction occurs, discontinue use immediately and consult a qualified veterinarian if necessary.

Products that have been opened or used cannot be returned on the basis of individual sensitivity, reaction, or expected results.

 

FINAL NOTE

Solcotta reserves the right to decline returns that do not meet the conditions outlined in this policy.

We encourage thoughtful purchasing decisions and recommend reviewing product descriptions carefully before ordering.