Our Commitment to Your Satisfaction

At Black Heart Equestrian, we understand that our riders demand excellence in every aspect of their equestrian journey—including their shopping experience. We stand behind the quality of our premium equestrian apparel and want you to be completely satisfied with your purchase.

If for any reason you’re not entirely happy with your order, we’re here to help with our straightforward returns and exchanges process.

Return & Exchange Timeframe

We accept returns and exchanges for most items within 15 days of receiving your order.

Please Note: For hygiene reasons, we cannot accept returns or exchanges on the following items:
  • Base Layers (worn next to skin)
  • Leggings (unless factory sealed and unworn)
  • Sports Bras
All returned items must be in their original condition with tags attached and in original packaging.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Submit Your Request

Email us at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Black Heart Equestrian Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Purchase] Items to Return/Exchange: – [Product Name], Size: [Size], Color: [Color] – [Add additional items if applicable] Reason for Return/Exchange: [Please specify reason – size issue, damaged item, wrong item received, etc.] I understand that Base Layers, Leggings, and Sports Bras cannot be returned for hygiene reasons unless defective. Please provide instructions on how to proceed. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Step 2: Wait for Authorization

Our customer service team will respond within 1-2 business days with:

  • Return authorization number
  • Shipping instructions and return address
  • Any additional information needed

Step 3: Ship Your Return

Package your items securely including:

  • All original tags and packaging
  • A copy of your order confirmation or packing slip
  • The return authorization number clearly visible on the package

We recommend using a trackable shipping service as you are responsible for the return shipment until it reaches our facility.

Refund Processing

Refund Timeline

Once we receive your returned items:

  • Inspection period: 2-3 business days
  • Refund processing: 3-5 business days
  • Total time: Typically 5-8 business days from when we receive your return

Refund Method

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days to appear on your statement
  • PayPal: Typically processed within 24-48 hours

Original shipping fees are non-refundable unless the return is due to our error or defective merchandise.

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive and process your return
  • If the exchange item costs more, we’ll invoice you for the difference
  • If the exchange item costs less, we’ll refund the difference
  • Standard shipping rates apply for exchange shipments

Defective or Incorrect Items

If you receive a defective item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the issue or incorrect item
  • We’ll provide a prepaid return label and expedite your replacement

Need Assistance?

Our customer service team is dedicated to ensuring your equestrian apparel meets your highest standards. Contact us with any questions about returns or exchanges:

Email: [email protected]

Response Time: 1-2 business days

Business Hours: Monday-Friday, 9:00 AM – 5:00 PM EST

Thank you for choosing Black Heart Equestrian. We appreciate your trust in our premium equestrian apparel and are committed to ensuring your complete satisfaction.

Shop with confidence. Ride with passion.