Refund policy

Refunds

Due to the health nature of the product, once opened, these items are unable to be returned. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging and sent back at your own expense. We will not cover return labels. 

You’ll also need the receipt or proof of purchase. This must be completed within 7 days of receipt of your order. 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not within 72 hours.

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.


To start a return, you can contact us at support@perfectpony.com.au. Instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@perfectpony.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Office Address: 31 Northern Road, Heidelberg West, Victoria, AUS 3081