We design our products to help you perform at peak level, so if something is not exactly right for you, we’ve got you covered. When you buy on ophena.com (which is the only way to purchase Ophena products), we provide you with a 100% satisfaction, 60 days money-back-guarantee.
That means, that you can test, try and return the product for up to 60 days from the day you received it.
If you want to return your product, please get in touch with firstname.lastname@example.org and we are happy to help you out.
We provide free return-labels for EU orders.
You may return your item for any reason within a period of 60 days after delivery. If 60 days have gone by since the date of delivery, unfortunately we cannot offer a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. This does not apply to our magnetic stirrups (Ophena S and Ophena T). You can test and try our magnetic stirrups for up to 60 days and if you are not fully satisfied you might return them to us even in used condition.
Several types of goods are exempt from being returned:
- Perishable goods such as food and feed
- Customised items
- Limited editions
- Some health and personal care items
- Gift cards
To complete your return, we require a receipt or proof of purchase. If you bought on ophena.com, your order number is sufficient.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error. (Note our explicit exception for our magnetic safety stirrups Ophena S and Ophena T above.)
- Any item that is returned more than 60 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
Please note that it can take several days for a refund to be processed. If you are still missing your refund after 10 days, please get in touch with us.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send an email to email@example.com. If we cannot help resolve the issue, please send your item to:
Dep: Return Handling
Stena Center 1c
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Before you return a product, please get in touch with us. You should then mail your product to:
Dep: Return Handling
Stena Center 1C
For EU orders, we can provide a shipping label which covers the cost of your return. We cannot reimburse you should you decide to pay for the shipment yourself.
For non-EU orders, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Please find more information about our refund policy in our terms and conditions.