Refund policy

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 at ophena.com, we provide you with a 60-Day Money-Back Guarantee for our stirrups, and a 60-day return window for all other products (conditions below).

That means, that you can return your purchase for up to 60 days from the day you received it. Depending on your delivery country, we even cover the return costs (see details below under "Shipping").

If you want to return your product, please get in touch, tell us why you'd like to return the product and we'll help you out. We require a receipt or proof of purchase from Ophena. Your order number in combination with your email address or full name are sufficient.

What items can I return?

Products that were bought at ophena.com can be returned within 60 days. 

The following exceptions apply: 

  • Insoles and magnetic insoles can only be returned if unused. (Exception: The magnetic insoles delivered together with our magnetic stirrups can be returned even if used.)
  • Socks can be returned only if they are sealed in their original packaging.
  • Bottles are non-returnable for hygiene reasons.
  • Gift cards cannot be returned.

 

We do not accept returns, if the returned product:
Note: The following does not apply to our stirrups. For stirrups, please see our money-back guarantee.

  • Is not in new condition
  • Is missing parts or the hangtag
  • Smells of perfume or other strong odour
  • Has been exposed to smoke
  • Has been washed
  • Has been exposed to animal fur
  • Is missing the original packaging
  • Has not been sufficiently and properly packed for return shipping

All items are inspected on return.


Shipping - how to package and ship the return

Before you return a product, please get in touch with us. Depending on your location, we can provide a return label and cover the return cost as follows:

  • Within the European Union (EU): Free returns.
  • USA: 15USD
  • United Kingdom: 9GBP
  • Switzerland: 9CHF
  • Rest of the world: 18€.

Above charges are then simply deducted from your refund.

a) If you return the product with a shipping label provided by us:

  • You must hand the return shipment over to DHL / UPS within 14 days after receiving the label
  • Use the original shipping carton (typically a brown box with Ophena branding). If you use your own package it must be of similar size or smaller. Should you use a package that is substantially bigger, this might result in higher shipping costs, which we will deduct from your refund.
  • Make sure you keep a receipt confirming that you dropped off the package.

b) If you return the product yourself (not making use of our shipping labels):

  • You should mail the product to:

Ophena AB
Dep: Return Handling
Gamla Almedalsv. 21
412 63 Gothenburg
Sweden.

  • You must send us the tracking number through email.
  • We cannot repay the freight costs.
  • The shipment is at your own risk. If it does not arrive at our facilities, we cannot process the refund.
  • If your shipment is coming from outside the European Union, you need to pay for customs fees and duties (I.e. you need to ship DDP). If you don't, we will subtract those costs from your refund.
  • Therefore we recommend you to ask us to provide you with a shipping label as described above. It will most certainly be cheaper and the cost already includes customs fees and duties.

Refunds - how you will receive your refund

Once we receive your return, we will process it within 7 business days. You will receive a refund notification via email and the refund will be issued via your original method of payment to the original account. We cannot issue refunds via other payment methods or to other accounts. You can choose to receive a gift card instead of a refund. Purchases made with gift card(s) will be refunded to gift card(s) again. Please note that it can take several days for a refund to be processed by the payment processors. If you are still missing your refund 30 days after you sent the package, please get in touch with us.

 

Special Deals Refunds | 3-for-2 or Buy X, Get Y Deals

If you return items bought as part of special offers like 3-for-2 or Buy X, Get Y, here’s how we handle your refund. We look at how much each item price as part of the deal when you bought it. If your return means that the deal isn’t valid anymore, we’ll have to adjust the refund. For example, if you bought three items in a 3-for-2 offer and you return one item, the two you keep will go back to full price. Or if you received a free item, you must return it as well or we will deduct the full price of that item from your refund. We’ll then refund you the difference between what you paid and the new total.

Got questions about anything above? Just get in touch!