Refund Policy

RETURNS & EXCHANGES

We want you to feel good about what you bring home. If something’s not quite right, we’ll do our best to help - just follow the guidelines below. START RETURN

SALE PERIODS

During sale periods:

  • No returns, exchanges, or refunds on sale items (unless faulty)

  • While stocks last

  • No additional discounts apply

  • Excludes selected core Pony Rider products, cushion inners, and TNP products

Shipping during sale:

  • Standard shipping only (no express)

  • Flat rate by zone within Australia

  • International shipping via registered post

  • Please allow extra time for delivery

FREE SHIPPING

Free shipping offers apply to Australian orders only.

ONLINE RETURNS & EXCHANGES

We accept returns for full-priced items if:

  • Item is unused, unworn, and in original condition

  • All packaging and tags are intact

  • Proof of purchase is provided

  • Returned within 14 days of delivery

Returns can be processed for:

  • Exchange

  • Refund (excluding shipping)

  • Store credit

To lodge a return, follow the prompts via our returns portal HERE.

Important:

  • Returns from separate orders must be submitted separately

  • Items without an approved return (RMA#) will be refused

SALE, BUNDLES, DISCOUNTED & DISCONTINUED ITEMS, CHANGE OF MIND.

Please choose carefully:

  • No returns, exchanges, or refunds on change of mind, sales, bundled, or discounted items

  • Unless item is faulty or damaged

INTERNATIONAL ORDERS

We do not accept returns, exchanges, or refunds on:

  • New Zealand or international orders

REFUNDS

  • Refunds are issued to the original payment method (excluding shipping)

  • Please allow up to 5 business days to process

  • Gift card purchases will be returned as store credit

BUY NOW, PAY LATER (AFTERPAY, ETC.)

  • Refunds processed via your payment provider

  • If issued a store credit, payments must still be completed

EXCHANGES

  • Exchanges are shipped once the returned item has been received and approved

FAULTY OR INCORRECT ITEMS

If your item is faulty or incorrect:

  • Contact us at customerservice@ponyrider.com.au

  • We will arrange a replacement or refund

Please note:

  • Faulty = damaged on arrival

  • General wear and tear is not considered faulty

  • All items are quality checked before dispatch

LOST OR DAMAGED IN TRANSIT

  • Contact us within 7 days of delivery

  • We will assist with investigation and resolution

IMPORTANT PRODUCT NOTES

Many Pony Rider pieces are:

  • Hand screen printed

  • Handmade or upcycled

This means slight variations, markings, and character are part of the design - not faults.

CARE & MAINTENANCE

To extend the life of your product:

  • Cold wash only

  • Use gentle detergents

  • Do not tumble dry

  • Dry in shade

  • Avoid harsh chemicals

IN-STORE RETURNS

In-store purchases differ from online:

  • Full-priced items exchange or credit within 7 days

  • No refunds (unless required by law)

  • No returns on skincare, fragrance, or jewellery

  • Items purchased with store credit are final sale

NEED HELP?

We’re here for you: 

customerservice@ponyrider.com.au
Monday–Friday, 10am–4pm