Return & Refund policy

Return Policy
Last updated: 10-10-2026

Important:
Please read our return policy carefully. By placing an order, you accept these terms. Nothing in this policy limits your rights under the law where you live. Customers in the EU and UK: please also read the section "EU and UK customers" below.

Our business details can be found in our Terms of Service.

Returns:

Deadline:
You have 30 days after receiving your product to request a return. If 30 days have passed, unfortunately we cannot offer refunds or exchanges.

Conditions:
The returned product must be in the same condition as you received it: unworn and unwashed, with all tags still attached, and in the original packaging.

Beginning the Process:
If you wish to return a product, please send an email to ponydenim@outlook.com with your order number, the reason for the return, a photo of the product in case of damage, and your contact details. We will reply with the return address and the next steps. Please do not send anything back before you hear from us. We cannot refund packages sent to the wrong address.

Refund:

Procedure:
After receiving and inspecting your return, we will send you an email approving or rejecting your refund. If approved, your refund will be automatically transferred to your credit card or original payment method within 30 days. Original shipping costs are not refunded. EU and UK customers: see the refund rules in the EU and UK section.

We can refuse or reduce a refund if:
- The product is not the one we sent you.
- Parts or items are missing.
- The product was damaged after you received it.
- The return does not meet the conditions above.

Delayed or No Refund:
If you haven't received a refund after 30 days, check your bank account first. If you still haven't received it, please contact us at ponydenim@outlook.com.

Costs:

Return Shipping Costs:
All customers are responsible for return shipping costs and any customs fees. Returns must be shipped to China, and costs start from about $20 / EUR 20. Please use a shipping method with Track & Trace and keep your receipt. Your package is your responsibility until we receive it. If it never reaches us, we cannot refund you.

Exceptions:

Defective or Incorrect Products:
Please check your order when it arrives. Email us within 7 days after delivery with your order number and clear photos of the product and the box. We will first send you a new product free of charge. If the new product also has a problem, you will receive a full refund of the purchase price. We pay any return costs for defective or incorrect products. EU and UK customers keep their legal rights for faulty products, also after these 7 days.

Late or Missing Packages:
If your order is delayed, we will email you. You can then choose to wait or cancel for a full refund.
If tracking shows your package as delivered but you can't find it, check with neighbors and your mailbox first. Then email us within 7 days after the delivery date.

Cancellation:
Orders are processed automatically and cannot be cancelled after they have been placed, except when your order is delayed (see above). EU and UK customers: see your right to cancel below.

EU and UK customers: 14-day right to cancel
If your order is delivered in the EU or UK, you can cancel your order within 14 days without giving a reason. The 14 days start on the day you receive the product. You can also cancel before your order arrives.
To cancel, send us a clear message by email before the 14 days end. You can use the form below, but you don't have to. After you tell us, you have 14 more days to send the product back.
This right also applies to sale items.
You may check the product the way you would in a store, and try it on once indoors. Wearing it outside, washing it or removing the tags is more than checking. In that case we will take the lost value off your refund. Depending on how much value is lost, this can be up to the full price.
We refund the price and the standard shipping cost within 14 days after we receive your cancellation. If you chose faster shipping, we only refund the cost of standard shipping. We may wait until we get the product back or until you show proof that you sent it. You pay the return shipping cost.

Problems with your order:
Please email us before you open a dispute or chargeback. We reply within 2 business days, and most problems are solved quickly this way.

If you have any questions about our return policy, please contact us at ponydenim@outlook.com.

Cancellation form (EU and UK only)
To: Pony Denim, ponydenim@outlook.com
I hereby cancel my contract for the following item(s):
Ordered on / received on:
Name:
Address:
Signature (only if sent on paper):
Date: