Refund policy

Returns & Exchanges

  • We want you to love your MyPony Hair purchase! If something isn’t right, you can request a return or exchange within 14 days of receiving your order.

Eligibility

For hygiene reasons, once any packaging seal or security tag has been removed, we cannot accept the item for return or exchange.

  • To be eligible for a return or exchange:
  • Hair must be unused and unworn
  • Hair must be in original packaging
  • Hygiene seal/tag must be fully intact
  • Item must be in resellable condition and not tampered with

For hygiene reasons, once the seal is removed, we cannot accept the item.

Sale Items

  • All sale items are final sale and cannot be returned or exchanged.

How to Start a Return

  • Scan the QR code on the hygiene tag/packaging attached to your ponytail and complete the return form within 14 days.

Change of Mind / Wrong Colour

  • If you’ve changed your mind or selected the wrong colour:
  • Return shipping is at your cost
  • We offer an exchange or store credit only (no refunds)

If you used our free colour match service:

  • We will cover shipping both ways for the exchange.

If you did NOT use our colour match service:

  • You will need to cover shipping both ways.

If we do not stock your correct colour match:

  • A refund will be offered, as an exchange is not possible.

We will colour match you before sending your exchange to ensure the correct shade.

Faulty Item

  • If you believe you have received a faulty item with a manufacturing fault, please contact our Customer Service team as soon as possible (within 14 days) at hello@myponyhair.com.au with 2–3 clear photos of the issue.
  • Our team will assess the situation and assist you with the next steps.
  • Please note:
    MyPony Hair does not accept returns for hair that has been damaged due to mishandling, incorrect application, improper removal, or general wear and tear.
    Only genuine manufacturing faults are eligible for replacement or refund.

Processing Time

  • Once we receive your return, we’ll process it within 48 hours.
    Refunds may take up to 10 business days to appear.
    Store credit will be issued as a digital gift card.

Free Gifts

  • If your order included a free gift, it must be returned as well.
    If the gift is not included, the full retail value will be deducted from your refund.

 

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.au


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.au


Thank you for being a part of our community!