Returns and Refunds
EXTENDED CHRISTMAS RETURNS
Purchases made between 1st December until 25th December can be exchanged or returned for store credit until 31st January 2023. 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 within 14 days of receipt, provided the products returned are in perfect condition, unworn, unwashed or altered and with tags still attached. Make-up marks, hand prints and animal hair will not be accepted.
Please provide proof of purchase when returning an item - either the order number or the name and address of the purchaser.
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
Black Heart Equestrian will not be 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.
BLACK FRIDAY T's & C's
For further details of Our 2022 Black Friday Sale Click Here
SALE ITEMS
Please note that 'reduced to clear' and sale purchases are NOT eligible for refunds.
RETURN & EXCHANGE SHIPPING COSTS
The customer is responsible for paying the return shipping costs. Shipping costs are non-refundable unless you have received an incorrect or faulty item.
Please send all returns by a reliable trackable service and retain proof of postage as we cannot be responsible for items that are lost in transit.
We will post out the first exchange free of charge, any further exchanges will be liable for shipping costs. If the exchange is returned for a refund the exchange shipping will be deducted.
GIFT CARDS
Gift Cards/Vouchers are not eligible for refund. Items purchased using a gift card can only be returned for store credit.
SHOWS & POP UP SHOPS
We do not accept refunds for purchases made at shows or from pop up shops but happy to offer an exchange within 14 days of purchase with the original receipt. Postage charges may apply. Without a receipt we are unable to offer an exchange.
FAULTY ITEMS
We are very disappointed on the rare instances our customers receive a faulty product, however manufacturing faults can happen and occasionally goods slip through our Quality Control.
In the unfortunate event you consider your purchase faulty please contact us via email immediately to info@blackheartequestrian.com along with a description and photograph 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
