Returns & Guarantee Policy
At Poll to Pastern Holistics, your satisfaction and confidence in our red light therapy products is our top priority. We stand behind the quality of our devices with comprehensive warranty coverage and a generous satisfaction guarantee.
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We want you to feel completely confident in your purchase. If you're not fully satisfied with your red light therapy device within the first 60 days of purchase, we will accept returns for a refund.
60-Day Satisfaction Guarantee
Full Refund Eligibility
To receive a full refund, returned items must be:
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In like-new, resalable condition
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Clean and free from animal hair, dirt, or debris
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Returned with all original components, packaging, and accessories
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Pre-authorized by our team (see return process below)
Important: Partial Refunds
If returned items show signs of use, wear, or damage, the cost to replace individual components will be deducted from your refund. This ensures we can maintain the quality and safety standards for all our customers.
Examples of conditions that may result in deductions:
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Visible wear, scratches, or staining on therapy pads
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Missing or damaged cables, controllers, or accessories
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Damaged or discarded original packaging
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Evidence of animal damage (chewing, excessive hair buildup, etc.)
Initiate a Return
How to Initiate a Return
Returns must be pre-authorized. Please do not send any items back without contacting us first. This allows us to:
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Provide you with a return authorization number.
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Troubleshoot any issues you may be experiencing (we may be able to help!)
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Give you a prepaid return shipping label (when applicable).
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Ensure your return is processed quickly and efficiently
Return Process - Step by Step
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Contact us via phone, email, or our website contact form within 60 days of your purchase date.
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Receive authorization - We'll provide you with a Return Authorization (RA) number and return instructions.
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Package your item securely with all original components and accessories.
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Ship the item back to us using the address and method we provide.
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Receive your refund within 7-10 business days after we receive and inspect your return.
Refund Details
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Refund Method: Refunds will be issued to the original payment method used for purchase.
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Processing Time: Please allow 7-10 business days after we receive your return for the refund to be processed and appear in your account.
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Shipping Costs: Original shipping charges are non-refundable.
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Return Shipping: Return shipping costs are the responsibility of the customer unless the item is defective or we made an error.
1-Year Limited Warranty
What to Know About Our Warranty
We stand behind the quality and craftsmanship of our red light therapy devices. All products come with a 1-year limited warranty from the date of purchase, covering defects in materials or workmanship under normal use conditions.
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What's Covered
This warranty covers issues that arise from:
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Manufacturing defects in materials
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Workmanship defects that affect device functionality
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Electrical or mechanical failures under proper use (make sure you follow instructions included with your product)
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LED malfunction or failure during the warranty period
If a covered defect occurs, we will repair or replace the item at no cost to you. The choice between repair or replacement is at our discretion based on the nature of the defect and product availability.
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What's NOT Covered
This warranty does not cover damage resulting from:
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Misuse or Abuse: Using the device in ways not described in the user manual, or for purposes other than intended
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Accidents: Dropping, impact damage, liquid spills, or other accidental damage
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Improper Storage: Damage from exposure to extreme temperatures, moisture, or environmental conditions outside normal use. Storing your device folded or tightly will void warranty.
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Animal Interference: Damage from chewing, stomping, scratching, excessive wear from animal contact, or other animal-related damage
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Unauthorized Modifications: Repairs, alterations, or modifications made by anyone other than Poll to Pastern or an authorized service provider
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Normal Wear and Tear: Gradual deterioration from regular use over time
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Cosmetic Damage: Scratches, dents, or discoloration that do not affect functionality
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Consumable Parts: Batteries or other components designed to be replaced periodically
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Care Tips to Maintain Your Warranty
To ensure your red light therapy device remains in excellent condition and covered under warranty:
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Clean regularly: Wipe down vinyl side with a damp cloth and lint roll fabric side after each use to remove hair and debris
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Store properly: Keep devices in a cool, dry place away from direct sunlight when not in use. Roll devices gently in a burrito form, never bend or fold devices (see product manual for proper storage instructions)
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Supervise animals: Never leave devices unattended where animals can chew or damage them
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Follow instructions: Use the device according to the user manual guidelines
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Handle with care: Avoid dropping or roughly handling the equipment
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Protect from moisture: Keep electrical components dry and avoid using in wet conditions
Warranty Claims
How to Submit a Warranty Claim
If you believe your device has a defect covered under warranty, please contact us promptly. We'll need:
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Your proof of purchase (order number, receipt, or invoice)
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A description of the issue you're experiencing
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Photos or videos demonstrating the defect (if applicable)
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Your contact information
Warranty Claim Process
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Contact us as soon as you notice a potential defect.
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Describe the issue - Our team will ask questions to understand the problem and may offer troubleshooting assistance.
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Submit documentation - Provide proof of purchase and any requested photos or information.
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Receive approval - If your claim is approved, we'll provide instructions for repair or replacement.
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Ship or repair - Depending on the issue, we may send replacement parts, a new unit, or request you ship the device to us for repair.
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Warranty Limitations
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The warranty period does not extend beyond the original one year from purchase, even after repairs or replacements.
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Replacement products or parts may be new or refurbished to like-new condition.
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We are not responsible for any incidental or consequential damages.
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This warranty gives you specific legal rights; you may also have other rights which vary by state.​​
Non-Returnable Items
Be Aware of Our Policies in Non-Returnable Items
The following circumstances may affect return eligibility:
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Returns requested after the 60-day satisfaction guarantee period has expired
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Items that show signs of intentional damage or abuse
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Items returned without pre-authorization
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Items not stored properly (gentle burrito shape)
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Items purchased from unauthorized resellers or third parties (warranty and returns only apply to purchases made directly from Poll to Pastern)
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Questions About Returns or Warranty?
We're here to help! Our goal is to ensure you and your animals have the best possible experience with our red light therapy products. If you have any questions about our returns policy, warranty coverage, or need assistance with a return or warranty claim, please don't hesitate to reach out.
The EquineGlow products are not intended to diagnose, treat, cure, or prevent any disease. Red light therapy is a complementary therapy that works best in conjunction with proper veterinary care, dental maintenance, and appropriate training methods. Always consult with your veterinarian regarding your horse's health concerns and before starting any new therapy. Results may vary based on individual horse conditions, consistency of use, and severity of underlying issues. Testimonials reflect individual experiences and are not guaranteed outcomes.
Have Questions? Want to Learn More?
Please feel free to reach out by filling out the form below or check out our FAQ's section.
