Effective Date: This Returns and Refunds Policy is effective as of the date it is published on the Pink Pony Apparel website.
Pink Pony Apparel produces items specifically for each order. Because of this made to order process, our return and refund policy differs from traditional retail models. Please review this policy carefully before placing an order.
By purchasing from Pink Pony Apparel, you agree to the terms outlined below.
Made to Order Production
All products are produced after an order is placed. We do not mass produce inventory or restock returned items for resale. Each piece is created specifically for you.
Due to this process, we do not accept returns or exchanges for reasons such as incorrect size selection, change of mind, or preference changes after purchase.
Eligibility for Returns or Replacements
We will offer a replacement or refund if your item meets one of the following conditions:
- The item arrives damaged
- The item contains a manufacturing defect
- The wrong item was received
- The design or print is significantly misprinted or flawed
To qualify, you must contact us within 14 days of delivery.
How to Report an Issue
If you receive a damaged, defective, or incorrect item, please email admin@pinkponyapparel.ca within 14 days of receiving your order.
Your email must include:
- Your full name
- Order number
- Clear photos of the item
- Clear photos of the issue
- A brief description of the problem
Photos must clearly show the defect or issue. Without photo documentation, we may be unable to process your request.
Resolution Process
Once your claim is reviewed and approved, we will provide one of the following at our discretion:
- A replacement item at no additional cost
- A refund to your original payment method
If a replacement is issued, the item will be reproduced and shipped to you. Production and shipping times will apply.
Refunds are processed back to the original payment method. Processing times may vary depending on your payment provider.
Non Returnable Situations
We do not accept returns or offer refunds in the following cases:
- Incorrect size ordered
- Change of mind
- Buyer’s remorse
- Slight variations in color due to screen differences
- Minor placement variations that are within acceptable production tolerance
- Incorrect shipping address provided by the customer
Please review size charts carefully before purchasing. If you need help choosing a size, contact us prior to placing your order.
Incorrect Address or Failed Delivery
If an order is returned due to an incorrect or incomplete address provided by the customer, we may require additional shipping fees to resend the item.
If a package is marked as delivered by the carrier but cannot be located, please contact the carrier directly. Pink Pony Apparel is not responsible for lost or stolen packages after confirmed delivery.
Cancellations
Orders may only be canceled if production has not yet begun. Because items are produced shortly after purchase, cancellation windows are limited.
If you need to request a cancellation, contact admin@pinkponyapparel.ca immediately after placing your order. Once production begins, cancellations are no longer possible.
Exchanges
We do not offer traditional exchanges. If your item qualifies due to damage, defect, or error, a replacement will be issued.
If you ordered the wrong size and wish to purchase another size, a new order must be placed.
Refund Processing
If a refund is approved, it will be issued to your original method of payment. Refund timing depends on your financial institution and may take several business days to appear on your statement.
Shipping fees are non refundable unless the return is due to our error or a confirmed defect.
Chargebacks and Disputes
If you initiate a chargeback without first contacting us to resolve the issue, we reserve the right to dispute the claim and provide supporting documentation to the payment processor.
We encourage customers to contact us directly so we can resolve concerns quickly and fairly.
Quality Commitment
We stand behind the quality of our products. If something arrives in a condition that does not meet reasonable expectations, we will review the issue promptly and work toward a fair resolution.
Contact Information
For all return, replacement, or refund inquiries, contact:
Pink Pony Apparel
Email: admin@pinkponyapparel.ca
This Returns and Refunds Policy governs all purchases made through the Pink Pony Apparel website.