We understand that when shopping online, things don’t always work out. Whether you need a different size, the colour isn’t quite right, or you’ve simply changed your mind, our Returns & Exchanges Policy is designed to give you flexibility and peace of mind.
Returns Policy
Items must be returned within 3 months of receipt, unused, unsoiled, undamaged, and in a resaleable condition. All original tags must still be attached and items must be returned in their original product packaging.
Please do not attach postal labels or sellotape directly to product packaging (e.g. footwear boxes, rug bags).
Failure to meet these conditions may result in a deduction from your refund.
Refunds within the statutory period are made in line with the Consumer Contracts Regulations.
Return costs are the responsibility of the buyer.
If you think you have recieved an incorrect or faulty item, please read the relevant section towards the bottom of the page for instructions on the next steps to get this resolved.
How to Return an Item
You have three options when returning items to us:
Option 1: DPD Returns Portal (Mainland UK Only)
DPD Returns Portal – Click Here
Our DPD Returns Portal provides a pre-set returns label costing £4.99 — this is deducted from your refund when the item is returned to us.
This service is only available for customers in Mainland UK.
Simply package your item safely and securely, include a note inside the parcel with your contact details, and follow the instructions on the portal to generate your label and drop the parcel at a DPD location.
Please keep hold of your tracking number until your return has been processed in case of any issues with delivery. Customers are responsible for monitoring the progress of their return using the tracking information provided by the courier and must report any issues to us within 5 days of the date of posting.
Option 2: Use Your Own Courier
You may return items using any courier or postal service of your choice.
Return costs are the responsibility of the customer
We strongly recommend using a tracked and insured service
Please keep hold of your proof of postage and tracking number, as we cannot be responsible for parcels lost in transit
All returns should be sent to:
Returns Department
Hope Valley Saddlery
Rockhead House
Staden Lane
Buxton
SK17 9RZ
Option 3: Return to One of Our Stores
You can return items to any Hope Valley Saddlery store.
To return an item in store:
Please package the item securely before bringing it in
Include a clear note inside the package with the required return information (see below)
Hand the parcel to a member of staff in store
All in-store returns are forwarded to Head Office for processing.
Please note that refunds or exchanges cannot be completed in store and will only be processed once the return has been received and approved by our returns team.
Important: What to Include Inside Your Parcel
It is essential that you include a clear covering note inside your return. Please include all of the following information:
Your original order number
Your full name
A contact phone number
Whether you would like a refund or an exchange
If requesting an exchange, please clearly state the item, size, or colour required
Returns without this information may be delayed.
Return Tracking & Delivery Responsibility
Customers are responsible for monitoring the progress of their return using the tracking information provided by the courier.
If your return has not been delivered to us within 5 days of posting, please contact us so that we can raise this with the courier on your behalf Unfortunately, if a return issue is not raised within 12 days, we will be unable to assist further, as courier investigations cannot be initiated outside of this timeframe.
We strongly recommend retaining your proof of postage and tracking details until your return has been fully processed.
Exchanges
Exchanges are subject to stock availability — please check the website for up-to-date stock levels
A standard delivery charge of £4.99 is required to send replacement items
Once your return has been received, we will contact you via email with instructions on how to make payment
Exchange orders remain open for 7 days for the postage to be paid. After this time, the exchange is cancelled and the returned item is refunded.
Please email [email protected] if you have any queries regarding exchange postage costs.
Incorrect or Faulty Items
If you believe you have received an incorrect, faulty, or missing item, please contact us via email at [email protected] before returning anything.
Incorrect or missing items must be reported within 3 days of delivery and must be in brand new condition with all of the original packaging and tags - we cannot be held responsible for an incorrect item if the packaging or tags have been removed, or if the item has been used
Please do not return faulty or incorrect items without contacting us first — we will advise on the next steps
Faulty items must be reported as soon as the fault arises, please email us at [email protected] with a clear description of the issues, and some photographs of the item and the fault. Items usually need to be returned for inspection before a refund or replacement can be issued, but this can be item dependent
In many cases, we can provide a FREEPOST label, although this is not guaranteed.
Please note:
Replacements or refunds cannot be issued until the fault has been verified
In some cases, the supplier or manufacturer must assess the item, which may take additional time
Other Important Information
Refunds are always issued to the original payment method to minimise fraud
Refunds may take up to 10 working days to appear in your account once processed
If returning items from outside the EU, clearly mark the parcel “RETURNING TO SELLER” and use a tracked and insured service to avoid customs delays
If it has been more than 7 working days since delivery and you haven’t heard from us, please contact our team and we’ll be happy to help
Partial Returns on Star Buy Promotions
Where items are purchased as part of a Star Buy offer, a partial return will invalidate the promotional pricing. Any item(s) retained will be charged at their original full selling price, and refunds will be adjusted accordingly.
Example: If two items are purchased on a "2 for £40" offer (standard price £25 each) and one item is returned, the remaining item will revert to the standard price of £25. The refund issued will therefore be £15. This applies regardless of how the promotional discount was allocated at checkout.
Klarna Orders
Due to Klarna’s terms and conditions:
Orders purchased using Klarna cannot be exchanged
These orders can only be returned for a refund, which will be processed back to Klarna for them to update your account