Buyer Protection
Buyer Protection
Every order you pay for through The Equine Market is covered. We hold your payment until the item reaches you, so you are never left out of pocket if something goes wrong.
What is covered
- Your item never arrives.
- Your item arrives damaged in transit.
- Your item is significantly different from the listing description or photos.
- Your item is counterfeit or misrepresented.
What is not covered
- You changed your mind, unless the seller is a business and their returns policy allows it.
- Normal signs of wear on a pre-owned item that were described or shown in the photos.
- Items collected in person rather than sent through The Equine Market.
- Payments made outside The Equine Market — bank transfer, cash or any other off-platform method.
Buying from a business rather than a private seller? Your usual consumer rights apply on top of Buyer Protection.
How to raise an issue
1. Tell us within 48 hours
Open the order in your account and choose "Raise a Dispute". Add photos and a short description of the problem.
2. We hold the payment
The seller is not paid while a case is open, so your money stays protected while we look into it.
3. We resolve it
We review the evidence from both sides and arrange a return, a refund or a partial refund as appropriate.
The Buyer Protection fee
A Buyer Protection fee is added to each order you pay for through the site. It funds secure payment processing, the cover described on this page and our support team. The fee is 8% of the item price. The exact amount is always shown before you pay, on the product page and again at checkout.
Still need help?
If your order has a problem, start from the order itself so we have the details to hand.