Refund policy

Refund Policy
A friendly note before the legal details below: If you are not happy with your purchase for any reason please do send us an email or a message so that we can do something about it! Our priority is excellent customer service, and we will always try to grant a refund or exchange where possible, especially when a product is faulty. However we are also a small business and cannot afford to offer refunds due to change of mind, or when an item is no longer in brand new condition (due to use or neglect - faulty products are exempt from this).
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Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If items have been tried on a horse they must be hair and dirt free and the horse must not have been exercised in them. We highly recommend only trying items on clean, dry horses.

Some products are exempt from being returned. These include perishable products such as horse treats, grooming products, and socks.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and sent to your bank account (NZ only) or paypal.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@punkponies.co.nz

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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