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Returns / Refund

1. Cancellation Policy

At Ponyboy, all orders can be canceled until they are shipped.

  • Unpaid Orders: If your order is unpaid, you can easily cancel it by yourself.
  • Paid Orders: If your order has been paid, you can contact our customer service team to cancel the order.
  • Shipped Orders: Once your order has been shipped, it can no longer be canceled.

Please note that a corresponding cancellation policy or solution may apply to different product categories:

  • Orders canceled before shipping are eligible for a full refund, except for made-to-order products.
  • Once the order has been shipped, no cancellations will be accepted.

 

2. Refund Policy

We understand that receiving refunds in a timely manner is important. Depending on your method of payment, the refund will be processed accordingly:

       PayPal: Refunds to PayPal accounts will take 2-7 business days.

Please note:

  • Unfortunately, we do not offer returns or exchanges.
  • Orders cannot be returned, exchanged, or refunded once delivered.
  • No returns/exchanges will be accepted due to inaccurate sizing, so please refer to the size charts carefully before placing your order. 

3. Package Theft Policy

At Ponyboy, we strive to ensure the safe and timely delivery of packages to our valued customers. However, once a package has been successfully delivered and confirmed by our tracking system, Ponyboy is no longer responsible for any theft or loss of the package.

  • Responsibility During Transit: Ponyboy ensures the safe transit and delivery of packages until they reach the customer's designated address or location. We employ secure delivery methods and tracking systems to minimize the risk of theft or loss during transit.
  • Proof of Delivery: Upon successful delivery, Ponyboy will obtain confirmation through our tracking system. This confirmation serves as proof that the package was delivered to the specified address.
  • Post-Delivery Responsibility: Once delivery is confirmed, Ponyboy bears no liability for any subsequent theft, loss, or damage to the package or its contents. Customers assume full responsibility for the security and safety of packages after delivery.

 

At Ponyboy , we strive to ensure the highest quality in all our products. However, due to the nature of manufacturing and shipping processes, minor defects may occasionally occur. In order to maintain efficiency and fairness in our operations, the following policy is in place for addressing complaints about minor defects:

  1. Definition of Minor Defects
    Minor defects include slight color variations, minor scratches, or other superficial issues that do not impact the functionality, safety, or overall usability of the product. Examples may include, but are not limited to:

    • Slight color differences due to screen displays or lighting.
    • Minor surface scratches, dents, or marks that do not affect product performance.
    • Small misalignments or uneven stitching in non-critical areas.

  2. Non-Eligibility for Returns or Replacements
    Complaints regarding the above-mentioned minor defects will not be entertained for product returns, replacements, or refunds. We do not consider such imperfections to be significant enough to affect the value or use of the item.

  3. Exceptions
    In cases where the defect affects the core functionality of the product or presents a safety concern, customers are encouraged to submit a complaint. These cases will be reviewed according to our standard return and replacement procedures.

  4. Customer Responsibility
    Customers are encouraged to carefully review product descriptions, images, and specifications before making a purchase. Additionally, slight variations in products may occur due to differences in manufacturing batches, which are beyond the company's control.

  5. Final Decision
    The company reserves the right to make the final decision on whether a defect is considered minor or if the product is eligible for return or replacement.