Refund policy

Last updated: 6 September 2026

EU customer? You can request your return here. Conditions below apply.

We design our Products to help you perform at your best. If something is not exactly right, we have you covered.

When you purchase directly from Ophena.com, we provide a 60-Day Money-Back Guarantee for our stirrups and a 60-day return period for other eligible Products, subject to the conditions below.

This means that eligible Products may be returned for up to 60 days from the day you receive them.

If you would like to return a Product, please get in touch with us, tell us which Product you wish to return, and we will help you.

We require a receipt or other proof of purchase from Ophena. Your order number together with your email address or full name will normally be sufficient.

This policy applies only to Products purchased directly from Ophena.com. If you purchased from another retailer, please contact that retailer.

Your statutory right of withdrawal

Consumers in the European Union and other jurisdictions with corresponding rights may withdraw from an online purchase without giving a reason.

For EU consumers, the withdrawal period expires 14 days after the day the Products are received.

To exercise this right, you must notify us clearly before the withdrawal period expires. You can do this through your Ophena customer account, through our contact page, or by emailing team@ophena.com.

After notifying us, you must return the Products without undue delay and no later than 14 days after the date on which you notified us.

You may inspect a Product as you would in a physical shop. If you handle it more than necessary to establish its nature, characteristics, and function, we may deduct the resulting reduction in value from your refund.

Exceptions to the statutory right of withdrawal may apply to Products made to your specifications or clearly personalised, and to sealed Products that are unsuitable for return for health or hygiene reasons once unsealed.

Nothing in this policy limits any mandatory consumer rights.

What Products can I return?

Eligible Products purchased directly from Ophena.com may be returned within 60 days after delivery.

The following Product-specific conditions apply:

  • Ophena stirrups: Covered by our 60-Day Money-Back Guarantee. Stirrups may be used and tested during the guarantee period.

  • Insoles and magnetic insoles: May be returned only if unused. Magnetic insoles supplied together with our magnetic stirrups may be returned with the stirrups even if used.

  • Socks: May be returned only if sealed in their original packaging.

  • Bottles: Must be unused and in their original packaging. Sealed Products that are unsuitable for return for hygiene reasons cannot be returned after the hygiene seal has been broken.

  • Stirrup leathers: Must be completely unused. Scratches, fitting marks, or other signs of use may make them ineligible for a voluntary return.

  • Personalised Products: Products made to your specifications or clearly personalised are generally excluded from the voluntary return period. Engraved stirrups remain covered by the 60-Day Money-Back Guarantee, but the engraving service fee is non-refundable unless the engraving is defective or does not match the confirmed order.

  • Gift cards: Gift cards are excluded from our voluntary 60-day return policy, except where cancellation or reimbursement is required by law.

Condition of returned Products

The following conditions do not apply to reasonable testing of stirrups returned under our Money-Back Guarantee.

For other voluntary returns, we may refuse the return or reduce the refund if the Product:

  • is not in new and unused condition;

  • is missing parts, accessories, or hangtags;

  • smells of perfume or another strong odour;

  • has been exposed to smoke;

  • has been washed;

  • has been exposed to animal hair or fur;

  • is missing its original packaging; or

  • has not been packed safely and appropriately for return shipping.

All returned Products are inspected.

These voluntary return conditions do not restrict rights that cannot legally be excluded.

Shipping—how to package and send your return

Before returning a Product, please contact us. Where available, we will provide a prepaid return label and deduct the applicable return cost from your refund.

The following return-label charges currently apply:

  • European Union: EUR 9

  • Sweden: SEK 69

  • United States: USD 20

  • United Kingdom: GBP 12

  • Switzerland: CHF 18

  • Rest of the world: EUR 20

The applicable charge will be deducted from your refund unless we have agreed to cover the return cost or the return concerns a valid claim for a defective, damaged, or incorrectly supplied Product.

If you use a return label supplied by us

You must:

  • hand the return shipment to DHL, UPS, or the carrier named on the label within 14 days after receiving the label;

  • use the original shipping carton where possible;

  • if using another carton, ensure it is secure and no larger than reasonably necessary;

  • remove or cover previous shipping labels; and

  • keep the receipt or other evidence showing that you handed the parcel to the carrier.

If an unnecessarily large or unsuitable package results in additional shipping charges, we may deduct the reasonable additional cost from your refund.

If you arrange the return yourself

If you do not use a return label supplied by us, send the Product to:

Trolle Company A/S
Att.: Ophena Returns
Gydevang 17
DK-3450 Allerød
Denmark

You must send the tracking number to team@ophena.com.

We do not reimburse self-arranged return shipping costs unless the return concerns a valid claim for a defective, damaged, or incorrectly supplied Product.

Self-arranged returns are sent at your risk. We cannot process a return that does not reach us, so we strongly recommend using a tracked and insured delivery service.

If your return is sent from outside the European Union, it must be sent with all import duties, taxes, and customs charges paid by the sender. Where applicable, use a Delivered Duty Paid—DDP—service.

If duties, taxes, or customs charges are imposed on us because the return was not sent correctly, we may deduct those costs from your refund where permitted by law.

We normally recommend using a return label supplied by us, as the quoted cost may include customs handling and duties.

Return costs

For change-of-mind returns, the customer is responsible for the direct cost of returning the Products unless we expressly agree otherwise.

When you use a prepaid return label supplied by us, the applicable label charge shown above will be deducted from your refund.

We cover reasonable return costs where a Product is confirmed to be defective, damaged on arrival, or different from what was ordered.

Refunds—how you will receive your refund

When an EU consumer exercises the statutory right of withdrawal, we issue the required refund without undue delay and no later than 14 days after receiving the withdrawal notice.

We may withhold the refund until:

  • we have received the returned Products; or

  • you provide evidence that the Products have been sent,

whichever occurs first.

For returns made under our voluntary 60-day policy, we normally process the refund within 14 days after receiving and inspecting the returned Products.

You will receive a refund notification by email. The refund will be issued to the original payment method and original account. We cannot normally issue refunds to another payment method or account.

You may choose to receive a gift card instead of a monetary refund where this option is offered.

Purchases made wholly or partly with a gift card will be refunded to a gift card for the corresponding amount.

Payment providers and banks may need additional time to display a completed refund. If you have not received your refund within 30 days after sending the return, please contact us.

Original delivery costs

When an EU consumer validly exercises the statutory 14-day right of withdrawal for an entire order, we refund the original standard delivery charge where required by law.

We do not refund additional delivery costs resulting from the customer choosing express delivery or another service that is more expensive than our least expensive standard delivery option.

For partial returns and voluntary returns made after the statutory withdrawal period, original delivery charges are not refunded unless we agree otherwise.

Exchanges

We do not offer automatic exchanges.

If you would like another size, colour, or Product, please return the original Product for a refund and place a new order through Ophena.com.

This normally provides the fastest processing and helps ensure that your preferred Product is available.

Prepaid duties and taxes

For certain destinations, including the United States, Canada, Switzerland, Australia, and the United Kingdom, duties and taxes may be included in the Product price or collected at checkout.

Duties, tariffs, customs charges, and taxes paid to authorities or service providers may not be recoverable after a return.

Where these amounts cannot be recovered, they may be deducted from the refund where permitted by law. This does not affect refunds that must be provided under mandatory consumer law.

Promotional offers

If you return Products purchased as part of a “3 for 2”, “Buy X, Get Y”, gift-with-purchase, bundle, or similar promotion, the refund will reflect the conditions of that promotion.

If the return means that the remaining Products no longer qualify for the promotion, we may recalculate those Products at their applicable individual prices.

For example, if you purchased three Products as part of a “3 for 2” promotion and return one Product, the two Products you keep may be recalculated at their full individual prices.

A free or discounted Product received as part of an offer must also be returned. If it is not returned, we may deduct its applicable price from the refund.

You will receive the difference between the amount originally paid and the recalculated value of the Products you retain.

Damaged, incorrect, or defective Products

If a Product arrives damaged, is incorrect, or appears defective, please contact us promptly before returning it.

Please provide:

  • your order number;

  • a description of the issue; and

  • photographs where relevant.

For a valid claim, we will provide an appropriate remedy in accordance with applicable law. This may include repair, replacement, a price reduction, or a refund.

We cover reasonable return costs for valid claims concerning defective, damaged, or incorrectly supplied Products.

EU consumers benefit from a minimum two-year legal guarantee for Products that are defective or do not conform to the sales agreement. Our voluntary return policy and Money-Back Guarantee do not replace or reduce these legal rights.

Contact information

If you have questions about a return or anything in this policy, please contact us here or email team@ophena.com.

Trolle Company A/S
Gydevang 17
DK-3450 Allerød
Denmark
CVR/VAT no.: DK35811427

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Ophena.com is owned and operated by Trolle Company A/S, Gydevang 17, DK-3450 Allerød, Denmark, CVR/VAT no. DK35811427. All purchases made through Ophena.com are made from Trolle Company A/S.