Equilibrium New Stellar Headcollar - Navy

DPD Returns Portal – Click Here

• Our DPD Returns Portal provides a pre-set returns label costing £4.99 - this is deducted off your refund when the item is returned to us.

• This service is only available for customers in Mainland UK

• Simply package your item up 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

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

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.

Returns Policy

• Items must be returned within 3 months of receipt

• Items must be unused, unsoiled, undamaged, and in a resaleable condition

• All original tags must still be attached

• Items must be returned in the original product packaging

• Please do not attach postal labels 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.

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 is back with us we will contact you via email with instructions on how to make the payment

• Exchange orders stay open for 7 days for the postage to be paid, at which point they are closed and the returned item is refunded.

Please email returns@hopevalleysaddlery.co.uk 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 on returns@hopevalleysaddlery.co.uk before returning anything:

• Incorrect or missing items must be reported within 3 days of delivery - Please do not return faulty or incorrect items without contacting us first

• We will advise you on the next steps before any return is made

• Items usually need to be returned for inspection and verification before a refund or replacement can be issued

• 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 10working days to appear in your account once processed

• If returning items from outside the EU:

  • Clearly write “RETURNING TO SELLER” on the front of the parcel

  • List the contents of the return

  • Use a tracked and insured service to help avoid customs delays

Please monitor your return tracking. If it has been more than 7 working days since delivery and you haven’t heard from us, contact our team and we’ll be happy to help.

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