Buyer Guidelines

Because how we buy reflects how we ride—with care, respect, and intention.

Welcome to EQNE! We’re thrilled you’re here. This community was built to help equestrians buy and sell quality pre-owned gear with confidence. Every purchase supports fellow riders, extends the life of great equipment, and helps build a more sustainable equestrian community.

Below are our expectations and standards to help make EQNE a trusted space for everyone.

Shop Thoughtfully

EQNE is a marketplace made up of individual sellers. Each item is listed, described, and shipped directly by the seller.

Before purchasing:

• Read item descriptions carefully.
• Review all photos.
• Ask questions if you need additional information.
• Confirm sizing, measurements, and condition details before purchasing.

We encourage buyers to make informed purchases and communicate with sellers when additional information is needed.

Communicate Clearly

Have a question about an item or order?

• Reach out through EQNE messaging whenever possible.
• Give sellers a reasonable opportunity to respond.
• Keep all communication respectful and constructive.
• Note: Only conversations conducted through EQNE are protected. Off-platform messages are not covered by buyer or seller protections.

Clear communication helps create the best experience for everyone.

If There's an Issue, Contact Us First at info@shopeqne.com

We stand behind our community and are committed to resolving issues fairly and promptly. If you experience a problem with your order, please contact EQNE before filing a chargeback or payment dispute with your credit card company.

Common issues we can help resolve include:

• Shipping delays
• Missing tracking information
• Orders that cannot be fulfilled
• Incorrect items received
• Concerns regarding item condition or listing accuracy

Once notified, EQNE will investigate the matter directly with the seller and work toward an appropriate resolution. In many cases, issues can be resolved more quickly through our support team than through the chargeback process.

Resolution Process

To ensure we have an opportunity to assist, buyers agree to:

• Contact EQNE through our support email (info@shopeqne.com) regarding any order-related issue.
• Provide EQNE with reasonable information and documentation regarding the concern.
• Allow EQNE up to 2 business days to investigate and respond before initiating a payment dispute, except where otherwise required by law.

Chargebacks & Payment Disputes

A chargeback should be used when a legitimate issue cannot be resolved through EQNE's resolution process.

Initiating a chargeback without first contacting EQNE may:

• Delay the resolution of your issue.
• Prevent us from offering alternative solutions.
• Result in duplicate investigations with both EQNE and your payment provider.

If a chargeback is filed, EQNE reserves the right to provide all relevant order records, communications, shipment information, and account activity to the payment processor or financial institution handling the dispute.

Buyers who repeatedly misuse the chargeback process, make knowingly false claims, abuse buyer protections, or engage in fraudulent dispute activity may have their EQNE accounts suspended or permanently removed.

Our goal is simple: if something goes wrong, we want the opportunity to make it right.

Buyer Protection

We want you to shop with confidence.

If a seller is unable to fulfill an order, ships the wrong item, or fails to meet their obligations under our marketplace policies, EQNE will work with both parties to determine an appropriate resolution.

While we cannot guarantee the condition of every pre-owned item, we are committed to maintaining a trustworthy marketplace and addressing concerns fairly and consistently.

Be Kind, Always

This is a community built by riders, for riders. Respect, honesty, and courtesy are not optional—they’re the standard.

Treat sellers, fellow buyers, and our support team with kindness and professionalism. We believe the best equestrian communities are built on trust and mutual respect.

No Tolerance for Abuse or Fraud

Harassment, threats, fraudulent claims, dishonest conduct, or attempts to misuse marketplace protections will result in account restrictions or removal from the platform.

EQNE is committed to protecting both buyers and sellers and maintaining a safe, respectful marketplace for everyone.

Final Note

Thank you for helping build something better.

Every purchase helps extend the life of quality equestrian gear, supports fellow riders, and strengthens our community. Together, we're creating a resale experience that's trustworthy, kind, and deeply rooted in the best parts of the equestrian world.