At Poneygear, customer satisfaction is our top priority. We aim to provide a seamless shopping experience and stand by the quality of our products. Please review our policies below to understand how we handle returns, refunds, and exchanges.
A. 30-Day Return Policy
We offer a 30-day return policy, meaning you have 30 days from the date of delivery to request a return.
Return Eligibility
To qualify for a return, your item must:
✔ Be unworn, unused, and in its original condition
✔ Include all original tags and packaging
✔ Be accompanied by a receipt or proof of purchase
Returns that do not meet these criteria may not be accepted.
B. Return Process
To initiate a return, please follow these steps:
- Contact Us:
- Email us at [email protected] or call +44 789 707 5221 with your order details.
- Receive Return Instructions:
- If your return is approved, we will send you a return shipping label and detailed return instructions.
- Ship Your Return:
- Pack the item securely and send it back using the provided return label.
Important: Items returned without prior authorization will not be accepted.
C. Damaged, Incorrect, or Defective Items
If you receive a defective, damaged, or incorrect item, please contact us immediately.
How to Report an Issue:
- Email [email protected] within 48 hours of receiving your order.
- Provide photos of the item and a brief description of the issue.
- Once verified, we will offer a replacement or full refund at no additional cost.
Shipping times for replacement items may vary based on your location.
D. Exchanges
We only offer exchanges for the following reasons:
- Defective or damaged items
- Incorrect item received
- Wrong size sent due to our mistake
To request an exchange, please contact us at [email protected] or call +44 789 707 5221.
E. Restocking Fee
Good news! We do not charge any restocking fees for returns or exchanges.
F. Refund Policy
Refund Eligibility
Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to the original payment method within 5–7 business days.
Refund Processing Time
- Banks and credit card companies may take additional time to process and post the refund.
- If you do not receive your refund within the expected timeframe, please:
- Check your bank or credit card statement.
- Contact your payment provider.
- Reach out to us at [email protected] for further assistance.
G. Cancellations
Cancellation Policy
- Orders can be canceled within 24 hours (weekdays) or 48 hours (weekends) of placement.
- After this timeframe, orders are sent to production and cannot be canceled.
To cancel an order, email [email protected] with your order details as soon as possible.
Note: Due to the custom-made nature of our products, once production begins, cancellations are not possible.
H. Important Notes
✔ Inspect Your Order Upon Delivery: If you notice any issues, contact us within 48 hours.
✔ Review Product Details Before Purchase: Ensure you select the correct size, color, and design.
✔ Contact Us for Assistance: If you have any questions, email [email protected] or call +44 789 707 5221.
We appreciate your understanding and look forward to serving you!