Refund policy

At Velvet Hero, we want you to be completely satisfied with your purchase. Please read our returns policy carefully before trying or using your item.

Returns

Returns must be received by us within 14 days of the original purchase date. Returns received after this period will not be accepted.

Items must be unused, unworn, clean and in their original condition, with no marks, hair, dirt, odours or signs of use.

To start a return, please contact us at velvethero@outlook.com with your name and order number, and we’ll provide you with the return instructions.

Customers are responsible for all return postage costs. We strongly recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed.

Saddle Pads

For hygiene reasons, saddle pads must not be placed on or tried on a horse if you intend to return them.

Once a saddle pad has been placed on a horse, used under a saddle, or otherwise shows signs of contact or use with a horse, we cannot accept it as an unwanted-item return.

Please check the size, colour, design and condition of your saddle pad before placing it on your horse.

Safety Stirrups

Safety stirrups must be returned unused and in their original condition and packaging.

Stirrups that have been fitted to a saddle, ridden in, placed against a horse, or otherwise used cannot be returned as an unwanted item. This is particularly important because our stirrups are safety equipment and we cannot resell equipment where its use or history cannot be verified.

Please inspect your stirrups carefully before fitting or using them.

Faulty or Incorrect Items

If your item arrives faulty, damaged, not as described, or you receive the incorrect item, please contact Velvet Hero as soon as possible. 

Return Condition

Returned products must include all original packaging, labels and accessories. We reserve the right to refuse an unwanted-item return, or where permitted by law make an appropriate deduction from a refund, if an item has been used or handled beyond what is reasonably necessary to inspect it.