Returns & Refunds

At The Pony Island, our utmost priority is ensuring every customer's satisfaction with their purchases. Should you find yourself dissatisfied for any reason, we gladly accept returns of saleable merchandise that adhere to the following conditions:
  • The item must be in new condition, free from wear, washing, or alterations.
  • Products labeled as sale items are not eligible for return or exchange.
  • Face masks cannot be returned.
  • A receipt or proof of purchase is required.

To initiate a return, please contact us at susan@theponyisland.com. Upon acceptance of your return, we will provide detailed instructions on where and how to send your package. Please note that returns sent without prior authorization will not be accepted.

Refunds will be issued in the original form of payment if the item is shipped back to us within 14 days of the date you received your order. Orders returned after 14 days will be refused.

Please inform us about your return via email to susan@theponyisland.com
and we will send you the address of our returns department.

Once we receive your package, your store credit will be processed within 8-10 business days. The Pony Island reserves the right, to determine if returned merchandise is in saleable condition.

Kindly note that customers are responsible for covering all return shipping charges. Please inform us of your return via email to susan@theponyisland.com, and we will provide you with the address of our returns department.

Once we receive your package, please allow 8-10 business days for the processing of your store credit. The Pony Island reserves the right to determine the saleable condition of returned merchandise.

Upon completion of your refund processing, we will send you a confirmation via email.

INTERNATIONAL RETURNS / EXCHANGES

CUSTOMS & DUTIES

The Pony Island is not liable for any import duties, customs fees, or taxes incurred on international shipments, as these are the responsibility of the buyer. Customs regulations and charges vary by country, and we are unable to provide specific information on these matters.

Returns: Shipping charges are non-refundable and will be deducted from the total refund amount.

Refunds will be issued in the original form of payment if the item is shipped back to our warehouse within 14 days of the date you received your order. Orders returned after 30 days will be refused.

Please allow an additional 7 business days for the credit to reflect in your bank statement after your refund is processed.

INSURANCE

The Pony Island is not responsible for any loss of packages once they have been delivered.