1. EMAIL your shipping confirmation email to firstname.lastname@example.org with the subject as “Defective Item” or “Exchange for Size”. (Include photograph of defective merchandise and state clearly the area of defects in your email).
2. A RMA# will be issued and sent to you via email.
3. PRINT OUT a copy of Returns and Exchange Form. (Click here to download the Returns and Exchanges Form). *Failure to include the forms will delay the process.
4. PACK your merchandise safely and securely.
5. WRITE the RMA number on the outside of your return package to ensure quick response.
6. MAIL your merchandise(s) to:
P.O. Box 589
7. OBTAIN a proof of postage and retain this document until we receive your merchandise.
*PLEASE NOTE THERE WILL BE NO SIZING EXCHANGE NOR REFUNDS FOR BACKORDERS FOR SALE MERCHANDISE(S) PURCHASED.
FROM 17th July 2014 till 17th August 2014, WE WILL SEND BACK YOUR EXCHANGED MERCHANDISES FREE OF CHARGE (terms and conditions apply):
1) only applies on regular priced items, excluding sales items.
2) you are responsible for the cost of sending the returning merchandise back to us (registered mail is strongly recommended).
3) we will send the exchanged merchandises back to your mailing address using the same delivery mode that you have used (with reference to point number 2) FREE OF CHARGE. *limit to registered mail only.
4) you are responsible for the postages charges incurred if your returning parcel reaches us after 10 days from the delivery date.
5) only to local (Singapore) orders.
Exchange – Sizing Only
We want to ensure you are delighted with your purchase. We offer a one-time-only exchange of sizes. You can exchange your original purchase for the same merchandise (same colour, same style) in different size, subject to availability. You are responsible for any postage fees incurred from the sizing exchanges. The merchandise must be purchased directly from www.PonyPockets.com.
Refunds are given ONLY in e-store credits. If the merchandise requested for sizing exchange is no longer available during point of exchange, we will refund you the net value of the merchandise in the form of e-store credit and we will send you the store credit code via email. Splitting up a credit note amount into multiple credit notes will not be possible. Please note that it is not possible to place reservation on requested exchange merchandise before receiving your returning parcel. We would suggest you to place a new order for your requested merchandise and have your original purchase sent back to us. If your originally purchased merchandise passes through our vigorous inspections and quality checks, we will refund you the net value of the merchandise in e-store credits. The remaining balance from your e-store credit is non-refundable nor to be used to offset any shipping and delivery charges on your new order. If returned merchandise is being rejected, it will be mailed back to your mailing address at your expenses. We are able to give you a refund (less the initial shipping and delivery charges and a 25% re-stocking fee) if you have ordered, changed your mind and don't want it.
We sincerely apologize for the defective merchandise(s) received.
. Email us immediately to request for RETURN MERCHANDISE AUTHORIZATION (RMA#) number and to prove that the merchandise is defective upon receiving it.
. Include digital evidence (photographs) of the defect(s) before we carry out our in-house investigation.
· Once your returning defective merchandise is received and inspected, we will send you an email notifying you on the status. When approved, it can ONLY be replaced with a product of the same type, colour, and size.
. Your new merchandise will be delivered to you via the same delivery method chosen by you under the order (which you received the defective merchandise).
. If a replacement is not available, we will refund the net value of the merchandise including the returned shipping and delivery charges. Returned shipping and delivery charges are refundable via e-store credit note and are capped at $5.00 (S’pore) and $8.00 (International) per parcel. You are encouraged to re-cycle our courier bag for mailing the merchandise back to us as we do not refund any new envelope or courier bag purchased.
* You are responsible to check for any visible damages and defects immediately upon receiving the merchandises. Any defects requests received after 10 days from the date you received the shipping confirmation email from us will be duly declined.
For Singapore and International Returns & Exchanges
· All Singapore order(s) are to be returned within 10 days from the date which you received the shipping confirmation email and merchandise(s) must be in its original packaging and original condition (tag intact, unworn, unwashed, free of marks, make-up stains, smell of perfume or deodorant and unaltered).
· All International order(s) are to be returned within 21 days from the date which you received the shipping confirmation email and merchandise(s) must be in its original packaging and original condition (tag intact, unworn, unwashed, free of marks, make-up stains, smell of perfume or deodorant and unaltered).
· Customers shall bear full responsibility in making sure merchandise(s) mailed back are securely packed and sealed. We will not be held responsible if merchandise(s) are lost, damaged or soiled in the process of returns and exchanges.
· We will only allow exchange for another different merchandise should your desired size is no longer available. We will exchange the merchandise for another merchandise of equal value. If an exchange is done with merchandise of a lower value, the difference in value will not be refunded nor to be used to offset any shipping and delivery charges. If the exchanged merchandise is of a higher value, customers are required to top up the difference.
How long will my refund/exchange take to be processed?
It will usually takes approximately 7-10 business days for your return and exchange to be processed and refund to be issued in form of e-store credit from the time we received your returned merchandise(s). We will send you an email once your e-store credit has been issued. *Please note that during the holiday season, returns and exchanges may take longer to process.
Please note the followings:
* All returns and exchanges are to be dealt with on a case-by-case basis and are to be handled ONLY via mail.
* Pony Pockets will not be held liable for any returned merchandises that did not reach us.
* Any merchandise purchased from any third parties/other sources or not directly purchased from www.ponypockets.com will not be entertained and these merchandises will not be returned to customers.
* The eligibility for an exchange and refund is not possible if merchandise(s) reach us after the exchange period.
* Email request for any Returns and Exchange received after the exchange period will not be entertained.
* All SALE merchandise(s) are strictly non-refundable and non-exchangeable.
* All merchandises that have been purchased with a promo code are not eligible for a refund.
* e-Gifts Certificates and merchandise purchased with e-store credits are non-refundable, not exchangeable and redeemable for cash,
* Lingerie, earrings and cosmetics are strictly non-refundable and non-exchangeable for hygienic reasons.
* Original shipping charges incurred at the time of purchase are non-refundable.
* Separate shipping and delivery charges still apply if you request to have your exchanged items sent out with your new order.
* We will only mail out your requested exchange merchandise upon receiving and verification of the shipping and delivery charges from you.
* All exchanges are final & any further requests for exchange will be denied.
* We reserve the right to deny return, exchange and refund
- if the exchange period is up;
- if returned merchandise(s) do not meet our requirements;
- if we believe merchandise has been tampered with;
- if merchandise(s) returned back without RMA# number;
- for customer with high overall returns and exchanges behaviour.