At MyPony Hair, your satisfaction is our priority, and we want you to be delighted with your purchase. If for any reason you're not completely satisfied, we offer a hassle-free exchange and return process, subject to certain conditions.

Our 14-Day Return Window

We provide a 14-day window from the day you receive your item, during which you can request a return or exchange.

Eligibility Criteria

For your item to be eligible for a return or exchange, it must be in the same pristine condition as when you received it – unused, unworn, and still bearing its original tags, safety seal, and packaging. Please be sure to keep the MyPony Hair hygiene tag/seal intact around the top of the hair in case of an exchange or refund. You will also need your order details which you receive upon purchase, with your proof of purchase.

Starting a Return or Exchange Request

Initiating a return is easy. Scan the Returns & Exchanges QR code that came with your order, complete the online form with the relevant order information and your reason for the request within the 14-day window.

If your return is faulty, we’ll send you a return shipping label, as well as instructions on how and where to send your package. For faulty items you may request a refund or credit note in the form of a gift card.

If your return is only for a change of mind, you will be required to send your order back at your own shipping expense. Once approved, you will be sent instructions on how and where to send your package. For change of mind returns you may only request an exchange or credit note in the form of a gift card, we do not offer refunds for change of mind orders.

Once a return is received, you will be notified of the outcome of your return/exchange request within 48 hours and the approved refund/credit note will be issued. Refunds can take up to 10 business days to appear in your account. Credit notes will be issued in the form of a gift card which will be sent to you upon approval of your return.

Please note that we can only accept returns that have been previously authorized – items sent back without prior authorization will not be accepted.

You can always contact us for any return question at hello@myponyhair.com.au.

Questions About Returns or Exchanges?

Our dedicated team is here to assist you with any questions you may have about the return process. You can always reach out to us at hello@myponyhair.com.

Delivery Address Accuracy

Please ensure that the delivery address provided during checkout is accurate and complete. In cases where an incorrect address, missing apartment number, or spelling errors lead to delivery issues, we regret that we cannot assume responsibility.

Addressing Damages and Issues

We urge you to carefully inspect your order upon receipt. Should you discover any defects, damages, or if you've received the incorrect item, please get in touch with us immediately. We're committed to rectifying any issues promptly.

Your Agreement

By placing an order with us, you acknowledge that you've reviewed and understood our returns and exchanges policy, thereby agreeing to its terms and conditions.

We value your trust in MyPony Hair and are committed to ensuring your shopping experience is enjoyable and rewarding. If you have any questions or require assistance, don't hesitate to reach out to us at hello@myponyhair.com

Thank you for being a part of our community!