Refund policy

All items purchased on Equimars can be returned within 30 days after you receive your order. Try your item with peace of mind for 30 days and request a return if it isn't right for you.

To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To make a return, contact us at: marssoulac@gmail.com. Please note that returns must be sent to the following address: 26 rue Virginia 33200 Bordeaux, France (Bât. E, MarsWave).

If your return is accepted, return shipping costs will be at your expense.
No prepaid label will be provided by our team.

➡️ You must ship the item to the address given to you by our customer service.
➡️ We strongly recommend using a tracked shipping method and keeping your proof of shipment.
➡️ Once the product is received and inspected, we will proceed with either:

a refund (to your original payment method),

or an exchange if you requested one.

Items sent back without a prior return request will not be accepted.

You can always contact us with any question about a return at marssoulac@gmail.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as perishable goods (such as food, flowers or plants), custom products (such as special orders or personalized items) and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at marssoulac@gmail.com.