Exchange Policy

    Equiwin will not provide exchanges for clearance items or personalized products. No exceptions will be made.

    Exchanges will be processed under the following conditions:

    1. If you have received a damaged or defective item, Equiwin will exchange it for a new one within the first 7 days from the purchase date (e.g., if you purchase an item on 10/01/2024, you have until 10/08/2024 to begin the exchange process). Equiwin does not sell opened or used products unless stated otherwise. This policy helps guarantee that customers receive brand new product(s) in perfect condition.
    2. An exchange will only be provided if the item shows no signs of use, is in its original state, and is within the 7-day exchange window. Due to the nature of our products, we are unable to accept exchanges for used products since we cannot restock those items.
    3. The customer is responsible for any applicable shipping and handling fees. These fees will not be refunded.
    4. Prior to Equiwin receiving the defective item(s), the customer will be given an exchange authorization number (EMA) that MUST be clearly labeled on the outside of the shipping box. Otherwise, the exchange will not be accepted. If the merchandise is found to be non-defective, the product(s) will be subject to a 30% restocking fee per item.

    Step-by-Step Exchange Procedure

    1. Send an email to sales@equiwin.com specifying the order number, product code(s), and the reason(s) for the exchange (exchanges will ONLY be accepted for manufacturer-damaged/defective product(s); otherwise, items are subject to a 30% restocking fee).
    2. Once approved by Equiwin’s admin, we will issue you an EMA number along with shipping instructions via email. Ensure you return the item in its original condition and any applicable packaging.
    3. Within 7 days of receiving the EMA number, send the item back to us with the EMA number labeled on the outside of the box.
    4. As soon as we receive the item(s) and verify their status, we will process the exchange within 24-48 hours.
    5. Once processed, you will receive an email with an invoice. You are responsible for submitting payment for the shipping and handling fees within 24 hours of receiving the invoice. The new product will be shipped to you once payment is received, and you will receive a tracking number via email.
    If the item status is rejected for any reason (e.g., signs of use, no defects), it will be subject to the 30% restocking fee, especially since we are unable to sell used merchandise.

    The decision to accept or reject an exchange is at the discretion of Equiwin’s administrative team. Harassment of our team members due to a disagreement over our exchange policy is grounds for Equiwin to terminate current and future business transactions with the customer.

    Main Menu