At Victory Equine Equipment and Tools Co., we aim to ensure that all products are supplied in good condition and meet the quality standards expected by our customers.
This Refund & Return Policy explains the conditions under which products purchased through victoryfeed.com may be returned, exchanged, or refunded.
1. Eligibility for Returns & Exchanges
Products may be eligible for return or exchange if:
- The wrong product was delivered.
- The product was damaged during delivery.
- The product was defective at the time of delivery.
- The product received does not match the product ordered.
Customers must notify Victory Equine Equipment and Tools Co. within 14 days of receiving the order.
The product must be returned in its original condition and, where applicable, with its original packaging, labels, accessories, and documentation.
2. Feed, Supplements & Consumable Products
For health, hygiene, safety, and quality-control reasons, animal feed, nutritional supplements, treats, and other consumable products cannot normally be returned or exchanged once opened or their original seal or packaging has been broken.
A return may be accepted if the product:
- Was delivered damaged or defective;
- Was incorrectly supplied;
- Was expired at the time of delivery; or
- Has a verified quality or manufacturing issue.
Please do not use or dispose of a product if you believe it is defective. Contact us as soon as possible and provide photographs of the product, packaging, batch number, and expiry date where applicable.
3. Non-Returnable Items
Unless defective, damaged, incorrectly supplied, or otherwise required by applicable law, returns may not be accepted for:
- Opened feed, supplements, treats, or other consumable products;
- Products with broken seals or altered packaging;
- Products that have been used;
- Products damaged after delivery due to improper handling or storage;
- Products not stored according to the manufacturer's instructions;
- Clearance or final-sale items where clearly indicated before purchase;
- Special-order or customized products where applicable.
This does not affect any rights the customer may have under applicable consumer-protection laws.
4. Damaged or Incorrect Orders
Please inspect your order upon delivery.
If you receive a damaged, defective, expired, or incorrect product, please contact us promptly and provide:
- Your order number;
- Your name and contact information;
- A description of the issue; and
- Clear photographs or videos showing the product and its packaging.
Once the issue has been verified, we may arrange, as appropriate, a replacement, exchange, refund, or other remedy in accordance with applicable law.
5. Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will normally be issued using the original payment method, where possible.
Processing times may vary depending on the payment method, bank, card issuer, or payment service provider. Any time taken by a bank or payment provider to credit the refunded amount after we have processed it is outside our control.
6. Late or Missing Refunds
If you have been notified that your refund has been processed but have not yet received it, please allow sufficient time for your bank, card issuer, or payment provider to process and post the transaction.
If your refund has not appeared, please:
- Check your bank account or payment account again.
- Contact your card issuer or payment provider, as refunds may take several business days to appear.
- Contact your bank, as there may be additional processing time before a refund is posted to your account.
If you have completed these steps and still have not received your refund, please contact us at orders@victoryfeed.com with your order number and refund details so that we can assist you.
Please note that processing times controlled by banks, KNET, card issuers, or other payment providers are outside the control of Victory Equine Equipment and Tools Co.
7. Sale Items
Products purchased during a promotion, discount, or sale are subject to the same return requirements stated in this policy unless the product was clearly identified as a final-sale or non-returnable item before purchase.
Clearance or final-sale items may not be eligible for return, exchange, or refund due to a change of mind, except where the product is defective, damaged, expired, incorrectly supplied, or where a return or refund is otherwise required under applicable Kuwait law.
If a refund is approved for an item purchased at a discounted or promotional price, the refund will be based on the actual amount paid for the item, rather than its original or regular retail price.
8. Gifts
If an item was purchased as a gift, the same eligibility requirements and exclusions contained in this Refund & Return Policy apply.
Proof of purchase or the original order number may be required when requesting a return or exchange.
Where an eligible gift is returned, an exchange or store credit may be offered where available. If a monetary refund is required, the refund will normally be issued to the original payment method used to purchase the gift.
Gift items that are consumable, opened, used, have broken seals, or are otherwise listed as non-returnable under this policy cannot normally be returned unless they are defective, damaged, expired, incorrectly supplied, or otherwise eligible for return under applicable law.
9. Delivery Charges
If a return is required because the product was damaged, defective, expired, or incorrectly supplied by us, Victory Equine Equipment and Tools Co. will be responsible for the applicable return or replacement delivery costs.
For other approved returns, delivery and return transportation charges may be the customer's responsibility, unless otherwise required by applicable law.
Original delivery charges may be non-refundable where the original delivery service was successfully completed, except where required by law or where the return resulted from an error on our part.
10. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Orders that have not yet been processed or dispatched may be eligible for cancellation and a full refund.
Once an order has been dispatched, cancellation may no longer be possible and the applicable return conditions in this policy will apply.
11. Refused or Unsuccessful Deliveries
If an order cannot be delivered because incorrect delivery information was provided, the customer is unavailable to receive the order, or delivery is refused without a valid product-related reason, additional delivery charges may apply if the order needs to be resent.
12. Refunds for Online Payments
Where an order was paid online by debit card, credit card, KNET, or another electronic payment method, refunds will be processed in accordance with the procedures of the applicable payment provider.
Victory Equine Equipment and Tools Co. is not responsible for additional processing time imposed by banks or payment providers after a refund has been successfully initiated by us.
13. How to Request a Return, Exchange or Refund
To request a return, exchange, or refund, please contact Victory Equine Equipment and Tools Co. Customer Service and provide your order number together with details of your request.
Where a product is damaged, defective, expired, or incorrect, photographs or other supporting information may be requested to help us process your claim.
Website: victoryfeed.com
Email: orders@victoryfeed.com
Business: Victory Equine Equipment and Tools Co.
Please do not send or return products without first contacting us for return instructions.
14. Consumer Rights
Nothing in this Refund & Return Policy is intended to exclude, restrict, or reduce any rights or remedies available to consumers under the applicable laws and regulations of the State of Kuwait.
Where any provision of this policy conflicts with a mandatory consumer-protection requirement, the applicable legal requirement will prevail.
15. Changes to This Policy
Victory Equine Equipment and Tools Co. reserves the right to update or amend this Refund & Return Policy from time to time to reflect changes to our business practices, payment methods, products, or applicable laws.
Any updated version will be published on victoryfeed.com with the revised "Last Updated" date.