General Policy for Returns & ExchangesUpdated 2 months ago
Something not quite right?
We understand that heads are all shapes and sizes, and we want you to be happy with your Ponyback. If you are in need of an exchange or return - we are happy to assist!
You have 30 days to contemplate the fit of your hat, but please ensure you keep all stickers, bags, and cardboard intact until you are confident it is a keeper!
Each order can only undergo the return or exchange process once. If your order contains multiple items that you want to exchange or return, you must return or exchange them all at once. You cannot return or exchange items from the same order in separate shipments. Everything you want to send back from an order must be done at the same time. We cannot process separate shipments for returns or exchanges. Once a return or exchange is processed for an order, any remaining items from that order are considered final sale.
Grab your order number from your confirmation email and click the "Start a Return or Exchange" button below. Or go to returns.ponybackhats.com.
Exchanges
We offer free shipping on your first exchange order within Australia, Canada and the U.S.**. All exchange items must be in their original packaging (original stickers and cardboard intact). Do not remove the stickers until you are confident it is a keeper!
Please note that after an exchange is made, all items are Final Sale and not available for return/refund.
To start an exchange, visit returns.ponybackhats.com with your order # and email address (in lower case) that you used to process your initial order.
**Exception - please see the product to determine if a product is final sale.
Returns*
All returned items must be in their original packaging (original stickers and cardboard intact). Do not remove the stickers until you are confident it is a keeper!
To start a return go to: returns.ponybackhats.com with your order and email address (in lower case) that you used to process your initial order.
Your refund will be processed in the original payment method (or store credit if chosen to). If part of your original order was paid via GiftCard the same amount will be refunded back to that same GiftCard.
*Exception - please see the product to determine if a product is final sale.
Gift Exchanges
We offer free shipping on your first exchange within Canada and the U.S.**. Please note, the exchange window for gifts during the holiday season will be extended past our 30-day window for your convenience. Items ordered from November 1st onwards will qualify for exchanges or returns until January 15th**.
How to process a gift exchange:
- Go to: returns.ponybackhats.com
- Select "Start Gift Return Here."
- Enter the order # and email (in lowercase) of the person who originally purchased the item. If you don't have that information, select "Don't have your order information?" and complete the form. One of our customer support staff will follow up with the order # and email of your gifter so you can proceed with the exchange. Once you have your order # and email proceed back to step #1.
If you have an issue processing your gift exchange please contact us for assistance.
**Exception - please see the product to determine if a product is final sale.
Products marked as FINAL SALE
Products marked as Final Sale are not eligible for refunds, exchanges, or returns. These items are clearly identified as "Final Sale" in their product name and on their respective product pages. Please note that this policy is strictly enforced, and no exceptions will be made.
We encourage customers to carefully review product details before completing their purchase. If you have any questions prior to buying a final sale item, feel free to reach out to our support team—we’re happy to assist!
If you live in US or Canada and have a Final Sale product in your Order:
We now support re-selling Final Sale items on Poshmark (for customers in Canada and the US). Simply select the "Resell on Poshmark" button next to your item, and we'll help you pre-fill some of the information on the listing form to save you time. Once your item sells, Poshmark will send you a pre-paid shipping label—just package it up and drop it off at your nearest Post Office!
You can withdraw your earnings anytime. Poshmark takes a 20% fee on orders over $15 and a $2.95 flat fee on orders under $15.
Bundle Return & Exchange Policy
Items included in a bundle can be exchanged or returned individually. However, if any item within the bundle is marked as Final Sale, the Final Sale policy applies, and that item will not be eligible for refund, exchange, or return.
Please review each item in the bundle carefully before purchasing.
Are Shipping Costs Refundable?
Original shipping costs are non-refundable.
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