Refund policy
Refund & Returns Policy
At Hairy Pony, we take great care in preparing and dispatching every order and want our customers to be happy with their purchases. Please read the following information carefully regarding returns, refunds, exchanges and reporting concerns with your order.
Returns & Exchanges
We offer change-of-mind returns within 30 days of the confirmed delivery date, subject to the conditions outlined below.
To be eligible for a change-of-mind return:
- The return must be requested within 30 days of delivery.
- The item must be unused, in its original condition and in its original packaging.
- Proof of purchase, such as an order number or receipt, must be provided.
- The item must not fall within any exclusions outlined in this policy.
Change-of-mind returns are subject to the above conditions and must be authorised by Hairy Pony before being sent back.
We reserve the right to decline change-of-mind returns that do not meet these requirements.
These conditions apply to voluntary change-of-mind returns only and do not affect any rights under applicable consumer protection laws.
Reporting an Issue With Your Order
We ask that all customers carefully inspect their orders upon delivery to ensure their items have been received and are in satisfactory condition.
Any delivery-related concerns, including missing, incorrect or visibly damaged items, should be reported within 30 days of the confirmed delivery date.
Prompt notification allows us to investigate concerns efficiently, review relevant order and delivery information, and determine an appropriate resolution.
If you experience an issue with your order, please contact sales@hairypony.com.au and provide:
- Your order number or proof of purchase.
- A clear description of the issue.
- Photographs of the affected product and packaging, where available and relevant.
- Any additional information that may assist our investigation.
Issues Reported After 30 Days
We strongly encourage customers to contact us within the 30-day reporting period. Concerns raised outside this timeframe may be more difficult to investigate or verify, particularly where significant time has passed since delivery.
Assessment of Claims
All reported concerns will be assessed individually, taking into account the nature of the issue, the information available and applicable consumer protection laws.
Hairy Pony may request additional information, photographs or an opportunity to inspect the product before determining an appropriate resolution.
Issues arising from misuse, accidental damage, improper storage, failure to follow product care instructions or normal wear and tear are not generally eligible for a remedy unless required by law.
Where a product is found to have a genuine fault or fail to meet applicable consumer guarantees, an appropriate remedy will be provided in accordance with the law.
Refunds (if applicable)
Once your authorised return has been received and inspected, we will notify you by email to confirm its receipt and advise whether your refund has been approved.
Where a refund is approved, it will be processed to your original payment method. Please allow time for your bank or payment provider to process the refund.
Late or Missing Refunds
If you have not received your approved refund, we recommend the following:
- Check your bank account or original payment method.
- Contact your credit card provider, as processing times may vary.
- Contact your bank to confirm whether the refund is pending.
If you have completed these steps and still have not received your refund, please contact sales@hairypony.com.au
Sale Items (if applicable)
Sale items are not eligible for returns, exchanges or refunds.
Faulty or Damaged Products (if applicable)
If you believe an item you have received is faulty, defective or damaged, please contact sales@hairypony.com.au with your order details and a description of the issue.
Photographs may be requested to assist our assessment.
Return Shipping
For approved change-of-mind returns, customers are responsible for all associated return shipping costs unless otherwise agreed.
Original shipping charges are not refundable.
Customers should retain proof of postage and any relevant shipping receipts.
We recommend using a tracked shipping service when returning items, particularly for higher-value orders. We don't guarantee that we will receive your returned item.
Please contact our customer service team before returning an item so we can provide the appropriate instructions.
Contact Us
If you have any questions about our Refund & Returns Policy or need assistance with an order, please contact:
Email: sales@hairypony.com.au
Please include your order number and any relevant information so our team can assist you efficiently.