Refund policy

Return, Exchange & Refund Policy

At MAD EQ, we take pride in ensuring that our products meet our quality and safety standards. Because many of our products are safety equipment, technical riding products, or personal-use items, return and exchange eligibility varies by product category.

Please review the policy below before making your purchase.

Return Request Period

If you are not completely satisfied with an eligible item, you must contact us at info@madeq.shop within 7 calendar days of receiving your order to request a return, exchange, or refund where applicable.

Requests submitted more than 7 calendar days after delivery will not be accepted.

Receiving authorization from us is required before sending any item back.

Condition of Returned Items

Any item approved for return or exchange must be:

  • Unused

  • Unworn

  • Unaltered

  • In its original condition

  • In its original packaging

  • Returned with all tags, accessories, parts, instruction manuals, and documentation included

Please retain all original packaging and documentation until you are certain that the product and size are suitable.

Items showing signs of wear, use, damage, alteration, contamination, or missing components will not be accepted.

If a returned item does not meet these requirements, the return, refund, or exchange may be denied and the item may be returned to the customer at the customer's expense.

Items Eligible for Refund

Regular-priced apparel, including eligible items such as:

  • Show jackets

  • Breeches

  • Tops

  • Other qualifying apparel

may be returned for a refund if the return is requested within 7 calendar days of delivery and the item meets all return-condition requirements above.

Approved refunds will be issued after the returned merchandise has been received and inspected.

Refunds will be issued to the original payment method unless otherwise agreed.

Original shipping charges and other non-refundable fees are not included in the refund.

Exchange or Store Credit Only

For safety, hygiene, fit, and product-integrity reasons, the following products are not eligible for monetary refunds:

  • Airbag vests

  • Body protectors

  • Helmets

  • Footwear

Eligible items in these categories may be exchanged for another size or product, or may qualify for store credit, provided that:

  • The request is made within 7 calendar days of delivery

  • The item is unused and unworn

  • All original packaging, tags, accessories, components, manuals, and documentation are included

  • The product meets all other conditions stated in this policy

Final Sale Items

The following items are final sale and cannot be returned, exchanged, or refunded, except where required by applicable law or in the case of an eligible defective or incorrectly supplied product:

  • CO2 canisters

  • Saddle straps

  • Sprays

  • All Animo products

  • Underwear

  • Sale or clearance items

Please confirm sizing and product suitability carefully before ordering these products.

Return Shipping Costs

Customers are responsible for return shipping costs for voluntary returns and exchanges, including exchanges for size.

We strongly recommend using a trackable and insured shipping service. MAD EQ is not responsible for return packages that are lost or damaged while being shipped back to us.

If you receive an incorrect, damaged, or defective product, please contact us at info@madeq.shop so we can review the issue separately and provide appropriate instructions.

Non-Refundable Charges

Unless required otherwise by applicable law, the following charges are non-refundable:

  • Original shipping charges

  • Freight charges

  • Service charges

  • Hazardous materials fees

  • Oversize fees

  • Drop-ship fees

Refund Processing

Once your returned merchandise has been received and inspected, we will notify you by email whether your return has been approved or declined.

If approved for a refund, the refund will be issued to the original payment method.

Please allow additional time for your bank or payment provider to process and post the refund after it has been issued.

If approved for an exchange, we will arrange the replacement after the returned item has been received and inspected.

How to Start a Return or Exchange

To request a return or exchange, email:

info@madeq.shop

Please include:

  • Your name

  • Your order number

  • The item you wish to return or exchange

  • The reason for the request

Do not send products back before receiving return instructions from us.

Questions

For questions about whether a particular product is eligible for return, exchange, refund, or store credit, please contact info@madeq.shop before placing your order.

By placing an order with MAD EQ, you acknowledge the return, exchange, and refund conditions described above.