Refunds & Exchanges Policy

At Mad Barn, we take Customer Happiness seriously and want to make sure you are completely satisfied with your purchase. We offer a 100% Satisfaction Guarantee on all our formulas, provided they are used and fed to your horse as directed.

We recommend using our products for 4 to 8 weeks to see their full effect. If you’re unsatisfied with the results after this period, contact our Customer Happiness team within 60 days of purchase to receive a refund, replacement, exchange, or store credit. Initial shipping charges, customs, or duty fees are not refundable.

If you purchased our products through a retailer or distributor, please note that we can only provide refunds for orders placed directly through Mad Barn. However, we would be happy to provide you with an exchange or online store credit if you can submit a copy of your original purchase receipt.

Customer Support

Our team is dedicated to going above and beyond to help you achieve the best results for your horse. From one-on-one nutritionist support to complimentary consults with our team veterinarians, we will do everything we can to ensure your satisfaction and find the right solution for your horse’s nutrition needs.

With your refund request, please tell us about your experience using the product and why it didn’t work out for your horse. Hearing your feedback on why a product wasn’t the right fit for your horse is very important to us. We are constantly working to improve our products.

Damaged or Delayed Products

If your product arrives damaged or unusable, please let us know so we can send you a replacement as soon as possible. Occasionally, courier delays occur. In such cases, we’ll investigate with the courier to trace your package. If the product cannot be located or is deemed lost in transit, we will send a replacement to ensure you receive your order.

Product Returns

Due to biosecurity protocols, we cannot accept returns to our warehouse. This means that once a product leaves our warehouse, it cannot be restocked. To reduce product wastage in case you change your mind about something you ordered, we recommend ordering the smallest size of a product to start and a minimum 4-week trial to give our products sufficient time to show results.

Our team also provides free consultations before purchase to help you choose the best formula for your horse’s specific needs. You can book a free nutrition consultation online to speak to our qualified nutritionists prior to ordering.

My Horse Won’t Eat Your Product

At Mad Barn, we do not fill our products with sugar, fillers, or artificial flavoring agents. This keeps our formulas healthy and nutritious for your equine companions, but may mean it takes more time for your horse to get used to eating certain supplements.

Introducing any new supplement to a horse’s diet can require an adjustment period. Horses have different taste preferences and it might take several attempts for them to get used to consuming the full serving size.

If your horse is not eating your Mad Barn supplements, we can recommend tips and preparations to make them more likely to consume it. In most cases, even picky horses will start eating the full serving size of our supplements, given the right introduction. Starting with a small amount or adding natural flavors may help. We can also offer tips in case your horse stops eating our supplements after using them for a while.

If your horse continues to not eat our product, we would be happy to provide you with a refund or exchange your product for another solution. We may also be able to custom formulate a blend that meets your horse’s individual needs.