Equusbook Equestrian Community and MarketPlace find preloved horses for sale UK

30 Day MarketPlace Guarantee

All sellers in the MarketPlace are professional businesses who have been approved by EquusBook due to meeting our strict policy on providing genuine products with excellent customer service. This ensures your purchase is protected by all standard UK consumer laws and distance selling rules provided the item has not been customised to your provided specifications. Also with our 30 day MarketPlace Guarantee cover you have additional peace of mind when purchasing products from the many individual MarketPlace sellers listed on this Equestrian e-commerce website. Please be-aware under distance selling rules you have the legal right to a refund provided the product is not fit for purpose. All purchases are also protected by WorldPay our merchant payment provider and RBS Royal Bank of Scotland. We also provide additional protection and security via our parent company B.I.G. Group (International) Limited via our Warrington based UK headquarters.

EquusBook Marketplace payment protection guarantee WorldPay merchant, RBS royal Bank of Scotland

What happens if I am not happy about a product?

If the goods received are poor quality, damaged, faulty or not as per described you have the legal right to a refund or replacement item. Before contacting the EquusBook customer services team we ask all buyers to contact the seller direct via the internal email messaging system with your complaint. The seller will then have up to 24 hours to reply with a written response in relation to your complaint. If you are unhappy with their decision we recommend raising these issues with the seller asking them to re-evaluate the complaint. However if you are still not happy with the outcome please contact EquusBook Customer Services to report your complaint and our professional claim advisers will investigate the matter impartially. This will be conducted independently without relying on any bias information from either party. We will then provide a final judgement that will resolve the reported complaint dispute. Remember if you are unhappy please raise a complaint we are here to protect your consumers rights. We only release payment funds to the seller 30 days after your purchase transaction to ensure you are satisfied with the product item.


What happens after the 30 Day MarketPlace guarantee expires?

Don’t worry you should still be covered by the sellers guarantee period for faulty goods usually up to 1 year from the date of purchase. Please send your complaint directly to the MarketPlace seller however if you are being treated unfairly and are unsatisfied with their response. Please report the seller to the EquusBook Customer Services Team who can investigate this matter.


Where do I send my purchase item returns?

All faulty, damaged, or unwanted items including general returns must be sent directly to the MarketPlace seller. Please ask them for their full address details including postcode. Once the items have been received and no pending disputes are currently being investigated the MarketPlace seller is obliged to provide a refund within 24 hours in accordance with our partnership agreement. Please note you will need to check the listing and individual MarketPlace Sellers returns policy along with the circumstances, to determine who is responsible for the return costs. Remember when returning items it’s important to use a reputable courier or recorded Royal Mail services to ensure the returned package is received and not lost in transit.


I believe the product I have received is fake?

If for any reason you believe the received product is fake please contact our EquusBook Customer Services Team who will immediately investigate these allegations. If found guilty of this offence we will be instantly suspend them from selling on the site whilst an independent police enquiry is conducted. It’s also our primary concern to recover your payment from the seller and refund the transaction.


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