Return & Refund Policy
Pony Packaging accepts returns within 30 days of your purchase, which means you have 30 days after receiving your item to request a return.
With a few exceptions, regularly stocked products can be returned as long as the product is unused, undamaged, and in its original packaging. We are unable to accept returns for consumable products and custom products.
Please note, if your items are damaged/faulty, you will be required to send photo/video evidence upon reception. Without this evidence, we cannot process your return/refund request.
To start a return, please contact us at email@example.com first. If your return request is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without a return request will not be accepted.
Please pack your items properly. Please return the item(s) using a traceable delivery method. Pony Packaging is not responsible for lost items.
After receiving your return, please allow 7 to 10 business days to process it.
Please note that you are responsible for all return postage and packing costs.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and Issues
Please inspect your order upon receipt. If the item is defective, damaged or if you have received the wrong item, please contact us immediately so we can fix the problem.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like custom products (such as special orders or custom items). Unfortunately, we cannot accept returns on sale items or gift cards.
A restocking fee will be charged for items returned due to buyer's remorse. This fee will be deducted from your refund to cover the cost of returning the items to stock. For items shipped to a business location, the fee is 20%; for items shipped to a residential location, the fee is 30%.
Please note that if your order has not shipped after purchase and you request a refund, a 5% fee will be charged by the bank for processing. Once we receive and inspect your return, we will notify you of the approval of your refund. If approved, your refund will be automatically issued to your original payment method. Please keep in mind that your bank or credit card company may take some time to process and issue the refund.
Customers are responsible for return shipping fees, taxes, and customs duties. If the received items are damaged or incorrect, customers will not be required to pay these fees.