Return and Exchange
Is my order eligible for return?
In order to return your items, your merchandise must meet the following criterias:
1. Items must be in original sale condition: unwashed, unworn or otherwise unused with original tags/labels attached.
2. In the event the products come with additional packaging such as boxes or plastic bags, we will only accept returns with these packaging.
3. Items that fall on the clearance page and tagged with final sales items are not returnable or exchangeable.
4. For hygienic purposes, undergarments and socks are non-returnable/exchangeable.
5. If your order has missing items, please contact customers@poney.uk immediately.
6. In case that you received a wrong item, please contact customers@poney.uk immediately.
7. Poney reserves the rights to reject any refunds if the return item does not meet the above conditions.
8. Items must be returned within 14 days from the date the item is received with the original receipt of your order.
9. Poney will process the compensation only when the return meets all of the above conditions.
10. You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return.
How do I return/exchange my items?
Before proceeding, you must ensure the return items are eligible according to the above mentioned conditions.
To process your refund, please contact customers@poney.uk.
How long will it take to recieve my refund?
Please allow approximately 7 working days for money refunds or payments. You will receive a refund notification from us when your return has been processed.
I have received a Defective Product
We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.
Definition of a defective product:
A Defective Product is an imperfection in a product that has a manufacturing or design defect.
Examples of what is not considered defective:
- Damage that is a result from misuse, normal wear and tear or damage occurred during storage
- Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman samples.
If you feel your product is defective as a result of manufacturing or design defect, please contact us directly on customers@poney.uk