Refund Policy
ONLINE RETURNS / EXCHANGES
Pony Rider would like you to feel confident when purchasing online and we want to make sure that you are satisfied with your purchases. So if for any reason an item is not what you expected, the wrong colour or size or you've simply changed your mind it can be returned for an exchange, refund or credit excluding shipping costs.
MAKING A RETURN
To return an item, please click here and follow the prompts.
Please note, returns from different orders need to be returned separately.
Please note that an item will only be accepted for exchange, refund or credit note under the following conditions:
- The item is unused, unworn and in brand new condition with packaging intact and the original labels attached.
- A copy of original order.
- The item is returned within 14 days of the receipt date.
All conditions must be strictly adhered to in regards to returns and exchanges and that exchanges will not be accepted under any conditions if you fail to meet these requirements. Any returns sent without an RMA# number will be refused and marked return to sender.
Pony Rider reserves the right to reject any items returned that do not comply with our returns policy and may return the item to the sender.
RETURNS ON SALE, BUNDLES & DISCONTINUED ITEMS
Please choose carefully, as we do not accept returns or refunds on any product that has been on sale or marked down, unless faulty or damaged.
RETURNS ON NEW ZEALAND / INTERNATIONAL ORDERS
Pony Rider does not accept returns on New Zealand and International orders.
REFUNDS
If your order qualifies for a refund you will be credited back on the original payment method less shipping. Please allow 5 business days once the refund has been issued for this amount to appear in the relevant account. If you made your purchase using an online gift or credit voucher you will be issued a new credit voucher to spend online.
Please note, we are unable to process returns or refunds for online orders in the Pony Rider Flagship store.
BUY-NOW-PAY-LATER PURCHASES
If you have purchased using Afterpay and your return qualifies for a refund you will be credited back through your chosen platform. If your return requires a credit voucher you will continue to make payments until the item is paid for and we will issue you a credit voucher as usual when we receive the return.
EXCHANGES
Exchanges will be shipped once the returned item has been received at Pony Rider.
INCORRECT ITEMS
If you have received your online order and the contents don’t match what you ordered please contact our online customer care team immediately at info@ponyrider.com.au or call (02) 8911 3518.
LOST OR DAMAGED GOODS
If goods are lost or damaged during delivery, please contact us at info@ponyrider.com.au within 7 working days of placing your order so that we can investigate the surrounding circumstances. We will make all reasonable attempts to assist with the location of your order, and assist with the re-delivery and return of items not received. Once the item has been processed through our third party vendor for dispatch, all lost/damaged packages must be reviewed and communicated via the vendor, with our assistance.
FAULTY ITEMS
Faulty or incorrect items will be refunded or exchanged. Goods are classified as faulty if they are damaged on receipt. Please note items damaged as a result of normal wear and tear are not considered faulty. Pony Rider reserves the right to inspect returned items and deny refund if the garments are in saleable condition.
Pony Rider product is hand screen printed and hand sewn. Many of our materials are upcycled and may include slight markings or variations. Pony Riders recycled truck canvas products are handmade and washed, each one will have its own quirks and character, which may also vary slightly from the image shown on the website.
All items are thoroughly checked before sending and packaged with care. In the unlikely event that you receive an item that is faulty or damaged please contact us by email and we will organise a replacement for you.
Please Note: Faulty and damaged items are subject to the same conditions as returns and exchanges. If you receive a package which is visually damaged or opened, insist that this is noted with the carrier before signing for your order. You will be required to follow the same steps as with Returns.
To avoid any unnecessary damage to products please take care when unwrapping and leave all tags attached until you are happy with your purchase. If you have any further questions please do not hesitate to contact us at info@ponyrider.com.au or phone +61 2 8911 3518 Monday to Friday 9am to 5pm.
CARE & MAINTENANCE
All our products are made from 100% Cotton, Linen or Canvas. Please take care of your product by washing in cold water with gentle cleaning products. Avoid harsh chemicals because they are subject to fading the product. Do not tumble dry as this may cause shrinkage and always leave the product to dry in a cool shaded area to avoid fading and sun bleaching. Where possible avoid hanging your product as this may warp the shape. All our prints have been heat-sealed but may be subject to bleed on the first wash so we recommend that you hand wash your first wash. It is imperative that you follow our care and maintenance instructions for the best longevity of our product.
IN STORE RETURN POLICY
If you have purchased an item in the Pony Rider Flag Ship store, the return policy will differ from our online return policy. Full price items purchased in store can be returned for a credit note or exchange within 7 days of purchase with a receipt. Returns are not eligible on skincare, fragrance or jewellery for hygiene reasons. No refunds will be given except under Fair Trade provisions. Purchases made using a store credit are final sale and are not eligible for return. Please contact the store for further information or refer to your receipt for in store policy details.
If you require assistance submitting your return please don’t hesitate to contact our online customer care team at info@ponyrider.com.au or call (02) 8911 3518.