To be eligible for a return or exchange:

• Items must be returned within 14 days of receipt.
  
• Products must be unused, unwashed, unaltered, with original packaging and tags intact.
  
• Items must be free of makeup, deodorant, smoke, or animal hair.
  
• Water bottles, socks, and earrings are non-returnable for hygiene reasons.
  
• Sale items (“Reduced to Clear/Final Sale/Discounted”) can only be returned for store credit, not refunds.
  
• Gift cards/vouchers are non-refundable and cannot be exchanged for cash.

• Returns are at the customer’s cost unless the item is faulty or incorrect.

• UK customers: First exchange is free of charge. Subsequent exchanges incur shipping costs. Exchange shipping will be deducted if a refund is requested.

• We advise you to use a trackable service and retain proof of postage; we cannot accept responsibility for lost parcels.

Please click here to download and print our Returns Form.

Return Address:

Black Heart Equestrian, Unit A1, 47 Clay Street, Attercliffe, Sheffield, S9 2PF, UK

To exchange:

1. Complete the exchange section of our downloadable Returns Form.
   
2. Return your item with the form.
   
3. We aim to dispatch your exchange within 5 working days.
   

To request a refund:

1. Complete the refund section of our Returns Form and return with the item.
   
2. Refunds are issued to your original payment method. Allow up to 14 working days for processing.
   
3. Refunds over £300 will have a £10 handling fee deducted.
   

No printer? Include a handwritten note with:

• Name of purchaser
  
• Order number
  
• Address (if exchange required)
  
• Email address
  
• Items being returned and whether you want a refund or exchange

Ensure correct customs arrangements and mark your parcel:

RETURNED GOODS VAT NO: GB274729959.

All Tax and Duty Paid, UK

We are not responsible for customs/duty fees; incorrectly labeled returns that incur a duty charge will be refused.

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

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

If the customer has refused to pay customs, provided incorrect shipping information or missed delivery attempts 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.

• Refunds are not accepted for purchases at shows/popup shops.
• Exchanges accepted within 14 days with the original receipt.
• Postal charges may apply.

Any queries, please contact info@blackheartequestrian.com

'Reduced to Clear' and all sale purchases are non-refundable.

Gift Cards/Vouchers are non-refundable. Purchases made with a gift card can only be returned for store credit.

We’re very disappointed on the rare occasion our customers receive a faulty product! If your item is faulty:

1. Email info@blackheartequestrian.com with a description, your order details and photos in clear, natural lighting.
   
2. You may receive a full replacement or store credit within 30 days, if the products are deemed to be faulty.
   

Please note:

• Damage due to wear, misuse, or incorrect washing is not considered faulty.
  
• Friction from velcro or synthetic saddles causing pilling on microfibre leggings is not a fault and will not affect the performance of the product, therefore cannot be refunded.

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