Support
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Most problems turn out to be solved in the stable within a couple of minutes, so it is worth working through the checks below before arranging anything. If they do not help, the form further down reaches the workshop directly.
Check this first
The things people write to us about most
Only every second strap is glowing. Every system alternates red straps and infrared straps, and infrared light falls outside the visible spectrum, so those straps will look dark even while they are running normally. This is the message we receive more often than any other, and in almost all cases nothing is wrong.
No lamps come on at all. Check that the battery is charged and properly connected, and try a different socket or a different charger if you have one to hand.
The lamps flicker, or the brightness is uneven. Check that every connector and strap is firmly seated, since a loose connection interrupts the circuit.
The battery will not charge. Inspect the charging cable and the port for dust or damage. Some battery models need to be switched on before they will take a charge.
The battery switches off as soon as you connect it. This can indicate a short circuit. Disconnect the battery and put it on the charger to check that its lights behave normally, then make sure the connector on the power cable is clean and completely dry before trying again.
A whole run of lamps has gone out. The lamps are wired in series, so a single failure takes out everything after it. Note where the run stops, because that tells us where the fault is.
Warranty
Four years, and it covers accidents
The system carries a four-year warranty, worldwide, on identical terms wherever you bought it, and unlike most warranties in this category it is not limited to manufacturing faults. If a horse stands on a wrap, if water finds its way into a strap, or if a system is dropped onto a concrete floor, we repair it and we do not charge you for the repair.
That is possible because we build the systems ourselves and repair them in our own workshop rather than sending them elsewhere, so a repair costs us time rather than a third-party invoice.
Batteries carry one year rather than four, because battery capacity declines gradually with ordinary use rather than failing outright, and that decline is not a fault.
Repairs
How a repair works
Fill in the form below and tell us what you have already checked, which shortens things considerably. We reply, and if a repair is needed we email you a return label.
Please do not send anything back before you have that label, because an unannounced parcel takes longer to deal with rather than less. The system is repaired in our own workshop in Uddevalla by the people who assembled it, usually within a few days of arriving, and then comes back to you.
We know the system is no use to you sitting in a workshop, and we work accordingly.
Returns
Returning a purchase
You have 14 days from the day the system is delivered to change your mind, in line with EU distance selling rules. What matters is the date you send it back rather than the date it reaches us, so the receipt from the post office is what counts.
Write to us first, using the form below, and we will email you a return label. Systems should never be sent back without one. Return shipping is free within the EU.
The system needs to come back clean and in as-new condition. Trying it briefly on your horse is fine and is the point of the 14 days, but if what you actually want is to see how your horse responds over a period of weeks, renting for a month is the better route and costs a fraction of the purchase price.
Once the system reaches us and has been checked, the refund is issued. It usually appears within four or five days, though the exact timing depends on your bank.
A system that has developed a fault follows the same process. Use the form, tell us what has happened, and we will send a label.
Rental
Ending a rental
There is no minimum period and no binding commitment on a rental, so you end it whenever it stops being useful rather than at a fixed point. Tell us through the form, and we will email a return label.
Normal wear from months of use is expected and there is no deduction for it. We ask only that the system comes back as clean as you can reasonably get it. Once it has arrived and been checked, we confirm that the rental has ended and no further payment is taken.
If you decide instead to keep the system, up to three months of rent is credited towards the purchase price.
Rentals are also covered by the statutory 14-day withdrawal period that applies to distance contracts, although in practice the absence of any minimum period makes it largely academic.
Get in touch
Tell us what is happening
One form covers all of it, because it is not always obvious in advance whether a problem needs a repair, a return, or something else.
Anything else
If it is not covered here
For anything that is not a repair, a return or a rental, write to us directly. We answer by email and on WhatsApp, Monday to Friday, in whichever language you prefer.