Returns

RETURNS

Store Credit ONLY (must meet the following requirements)

RETURN POLICY

• Only online purchases are eligible for returns
• All live sale purchases (including Instagram Live) are final sale — not returnable and not exchangeable
• 15% Restocking Fee applies to all returns
• Items purchased online are eligible for store credit only
• Returns must be received within 14 days of the original purchase date
• All sale items are final sale (non-returnable)
• Shipping charges are non-refundable
• Return labels are only provided for orders over $100 (effective March 5, 2025)
• We also offer repairs — please email Help@turnbackpony.com for assistance

Processing Time:
Returns are processed on Mondays only. Please allow 1 to 1.5 weeks for inspection and store credit to be issued.

IMPORTANT — TO AVOID DELAYS
You must include one of the following with your return:

• Your packing slip (mark the item(s) being returned and reason), OR
• A note including:
  • Name
  • Email
  • Order Number
  • Item(s) Description
  • Reason for Return

Missing information will delay your return.

INCORRECT OR MISSING ITEMS
If your order is incorrect or missing an item, contact us within 3 days of delivery at Help@turnbackpony.com.
Include:

• Order number
• Email
• Description of the issue

DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or flawed item, email us within 3 days of delivery with:

• A photo of the issue
• Your order number

If we are not contacted within 3 days, we will assume damage occurred after delivery.

EXCHANGES
We do not offer exchanges due to limited inventory.
If you’d like a different item, please place a new order to ensure availability.