Refund policy
Returns & Refunds Policy — Ponytail Designs
At Ponytail Designs, every piece is made with care, and I want you to love what you receive. Here's how returns and refunds work.
Faulty or Damaged Items
If your item arrives faulty, damaged, or incorrect, please contact me at jac@ponytaildesigns.com.au within 14 days of the expected delivery date, with a photo of the issue. I'll arrange a replacement or refund — your choice — to either your original payment method or as store credit.
Change of Mind
As most items are handmade or made to order, I'm unable to offer returns or exchanges for change of mind. Please choose carefully, and feel free to message me before ordering if you have any questions about size, colour, or product details.
Custom, Made-to-Order & Original Artwork
Custom orders, made-to-order items, and original artworks are final sale and cannot be returned or refunded, except in the case of a fault or damage in transit.
How to Request a Return
- Email jac@ponytaildesigns.com.au within 14 days of delivery
- Include your order number and a photo of the fault/damage
- I'll respond with next steps — typically a replacement or refund to your original payment method or store credit, your choice
Refunds
Approved refunds are processed within 7 business days and will appear back on your original payment method, or as store credit if you prefer. Please note your bank or card provider may take additional time to reflect the refund.