Refund policy

We hope you love the items you purchased from Pretty Pony & Co. However, if for any reason you are not happy we want to resolve it. Please see our returns policy below.

 

 

If you have any other questions please do not hesitate to contact us via email at prettyponyco@outlook.com

 

Change of mind, incorrect purchase or sizing issues 

- Products to be returned within 7days of the original purchase date. 

- Item/s must be in the same condition that you received them, unworn or unused, washed or altered in any way. Paper swing tags must be in good condition and remain in place. 

- Return shipping and associated costs are to be paid by the customer. We recommend you send the item with tracking, as we cannot be held liable for any missing returns. 

- Credit note will be issued via email upon receiving the returned goods and if the above mentioned conditions are met. 

- Please kindly note we do not offer refunds for change of mind, incorrect purchase or sizing issues. 

- To start a return please email us at prettyponyco@outlook.com we will give you the required information on where to send your item/s back to us. 

Returns on Sale items

Unfortunately, we cannot accept returns on sale items.  

Exchanges

In most cases 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 with your credit note. If you email us at prettyponyco@outlook.com we will be more than happy to set the new size/style aside for you in the meantime. 

Faulty items/Incorrect items received

- Please contact us immediately via email at prettyponyco@outlook.com if you receive a faulty item or if you receive the wrong item so we can remedy the issue promptly.

- Please do so within 24 hours of receiving the item.

- Include details in the email and attach images. 

- We will then give you required information on where to return the item/s.

- Please include the original packing slip with the order number with the return and make sure original tags are in place. 

- If deemed a manufacturing fault we will send a replacement item. If the item is not in stock you will be issued a full refund including return delivery costs incurred. Please be aware it can take some time for banks to process refunds. 

- Please note that items that are damaged as a result of incorrect garment care, or wear and tear are not considered to be faulty. 

Cancel/Change Order

Once an order has been made, unfortunately is not possible for us to modify or cancel the order. If you have any questions about sizing or fit, please do not hesitate to contact us at prettyponyco@outlook.com prior to purchase.