Frequently Asked Questions

Yes, the EquiJack product warranty is 12 months from the date of purchase if you experience a fault within this time we will endeavour to repair or replace your product depending on the fault.  Please see the FAQ question ‘What should I do if my EquiJack product develops a fault within 12 months of purchase?’ for more information.

if you experience a problem with your EquiJack product outside of the 12 months you are welcome to still contact us regarding your fault, if it is something we can repair we would be happy to do so although there may be a charge for this service.  We also offer replacement parts that can be purchased directly from us.

If you experience a fault with your EquiJack product within 12 months of purchase, please contact us so we can investigate the issue. In many cases, we can provide troubleshooting steps or a solution via email.

In rare instances, we may ask you to return the product for further inspection—in this case, we will cover the return postage costs. Once we receive the item, we will respond within 5 working days with a solution, which will typically be a repair or replacement, depending on the nature of the fault.

Please note that a fault does not include reasonable wear and tear.  We are also unable to repair or replace products that have broken or failed as a result of misuse or overloading.

No, the EquiJack is only for use in lifting hay in nets.

If the rope isn't locking into the cleat, make sure you're pulling the handle straight down rather than outward. Pulling down helps the rope engage properly with the cleat. Always check that the rope is securely fixed before letting go, to prevent the haynet from dropping.  For detailed instructions and how to use videos please refer to our 'How to Use The EquiJack ' page.

If you have folllowed the instructions and the rope is still not engaging it may be because your haynet is too light.  The EquiJack works best with haynets of 10kg or more.

The haynet should be hooked about 15-20cm  below the mouth of the net.  Every haynet is different so you may need to place your hook further down the net if you find your net does not lift high enough.   The lower down the net you place the hook the higher the mouth of the net will rise. For detailed instructions and how to use videos please refer to our 'How to Use The EquiJack ' page

 If the rope wont disengage from the cleat, try lifting it towards you the upwards. This should free it from the cleat’s grip. Avoid pulling straight down, as that keeps the rope locked in place.

We do offer returns providing the EquiJack is in the same condition it was when it arrived with you.  In the unlikely event that you are unsatisfied with your EquiJack you must notify us within 14 days of receiving your contact us to receive a full refund.  Please note the return postage fee is the responsibility of the buyer, we advise posting the return using a tracked service as refunds cannot be issued until we receive the product.

EquiJack accepts all major credit and debit cards as well as Apple Pay.  

Yes we do.  If you would like to know more about our wholesale package please contact us via our trade contact form.

All postage and delivery information can be found on our ’postage information page’