Returns

EXTENDED CHRISTMAS RETURNS 

Purchases made between 1st December until 25th December can be exchanged or returned for store credit until 19th January 2024. This does not affect your statutory rights.  Sale items are non refundable.

 

RETURNS INFO

We hope you are delighted with your purchase, but if you are not, you can return or exchange any item purchased from our website within 14 days of receipt in accordance with our Returns Criteria below.

Refunds will be credited to the payment method with which the original purchase was made. Please allow up to 7-10 working days for a refund to show up on your account.  

 

RETURNS CRITERIA

  • The purchase was received within 14 days.
  • The product is in original condition with packaging intact.
  • The product is unworn, unwashed or altered with tags still attached.
  • There are no visible signs of makeup, deodorant, smoke or animal hair.
  • BHE are unable to offer free returns at this time.
  • Shipping costs are non-refundable unless you have received a faulty or incorrect item.
  • BHE will post out the first exchange free of charge for UK orders. Further exchanges will be liable for shipping costs. If the exchange is returned for a refund the exchange shipping will be deducted.
  • We recommend sending returns by a reliable trackable service and retain proof of postage as we cannot be responsible for items that are lost in transit.
  • Water bottles, socks and earrings are non-returnable for hygiene reasons.
  • Gift vouchers are non-refundable and cannot be exchanged for cash, only store credit.

  • Reduced to Clear/ Final Sale/DiscountCode purchases can be exchanged for store credit only and NOT eligible for refund.

 

REFUNDS & EXCHANGES

If you would like to exchange for an alternative item please fill out the exchange section of our downloadable returns form below and return with the item. When we receive your goods, we aim to dispatch your exchange within 5 working days.  

If you would like a refund, please fill out the refund section of our downloadable returns form below and return with the item. Refunds will be credited to the payment method with which the original purchase was made.  Please allow up to 14 working days for a refund to show up on your account.  

 

Print and complete the Returns Form and close with your parcel.

If you are unable to print the form, please include a handwritten note with your return containing the following information:

  • Name of purchaser
  • Order Number
  • Address  (if exchange is required)
  • Email address
  • What you are returning and if you wish to receive a refund or exchange

 

Return address:

Black Heart Equestrian, 154 Arundel Street, Sheffield, S1 4RE, UK.  

 

INTERNATIONAL RETURNS/EXCHANGES

For international returns/exchanges please complete any customs arrangements and write on the label:

RETURNED GOODS VAT NO: GB274729959.    All Tax and Duty Paid, UK 

We are not responsible for any customs or duty payments incurred and will refuse any returns that incur a duty charge because the package was not labelled correctly.  

If the customer refuses to pay customs charges and the parcel is returned to us all shipping charges will be deducted from any refund and a £10.00 handling fee will be added.

 

REDIRECTED PARCELS

In the event that your parcel could not be delivered and is returned back to our Head Office, you will have 90 days to request reshipment or refund.

Our customer service team will contact you on receipt of your redirected parcel, to discuss further steps. 

 

SHOWS & POP UP SHOPS

  • We are unable to accept refunds on purchases made at shows/popup shops.
  • We are happy to offer an exchange within 14 days of purchase with the original receipt.  Without a receipt we are unable to offer an exchange.
  • Postal charges may apply.

For show exchanges, please contact us via email at info@blackheartequestrian.com 

 

BLACK FRIDAY T's & C's

For further details of our 2024 Black Friday Sale please Click Here

 

SALE ITEMS

Please note that 'Reduced to Clear' and all sale purchases are NOT eligible for refunds.

 

GIFT CARDS

Gift Cards/Vouchers are not eligible for refund. Items purchased using a gift card can only be returned for store credit.

 

FAULTY ITEMS 

We are very disappointed on the rare occasion our customers receive a faulty product.

If you consider your purchase to be faulty please contact us via email immediately to info@blackheartequestrian.com with a description and clear photographs of the fault so we can investigate. 

Customers are entitled to a full refund or replacement up to 30 days after receipt of the goods if they turn out to be faulty.

Items damaged due to excessive or long term use or not washed according to the provided care instructions are not considered to be faulty.  Only manufacturing faults will be considered.  We will not refund items that are damaged due to incorrect sizing.  

Contact with abrasive items such as velcro and some synthetic saddles can cause friction with soft micro fibre leggings and may result in localised piling (bobbling).  Piling fabric is not a manufacturing fault and will not affect the performance of the leggings, therefore refunds or exchanges are not possible.

 

CONTACT

If you have any issues or would like to contact us, please e-mail us at info@blackheartequestrian.com