Thank you for shopping at PonyZA. We strive to provide you with a seamless and enjoyable shopping experience. Please review our Delivery and Returns Policy to understand how we handle the delivery of your orders and the process for returns.

DELIVERY INFORMATION:

1. Order Processing:

• Orders are processed within 1-2 business days from the date of purchase.
• During peak seasons or promotions, processing times may be slightly extended.

2. Shipping Methods:

• We offer various shipping options to cater to your needs, including standard economy (5-7 business days) and Express overnight.
• All online purchases over R500 delivery will be free of charge.
• A standard shipping price of R200 will be charged for all orders under R500.

3. Order Tracking:

• Once your order has been shipped, you will receive a confirmation email with a tracking number.
• Use the tracking number to monitor the progress of your delivery.

4. Shipping Restrictions:

• We currently only ship within the South Africa
• Please ensure that the shipping address provided is accurate and complete to avoid delays.

5. Delivery Issues:

• If you experience any issues with the delivery of your order, please contact our customer support team at [email protected] for assistance.

RETURNS AND EXCHANGES:

1. Returns Eligibility:

• We accept returns within 6 months of the delivery date.
• Products must be used for their intended purpose and cared for according to any instructions that accompanied the product.
• Please do not remove any stickers or labels, or remove the product from its original packaging.
• If we determine that the product is defective or incorrect, we will give you the option of a full refund or a replacement product.
• If we discover that you have not adhered to the use and care instructions of the product, or that the product is not defective or incorrect, we may refuse to refund you or accept the return of the product.

2. How to Initiate a Return:

• Please contact customerservice@ponyza.com for all returns and exchanges.
• Please insure you provide your order number as the reference.

3. Return Shipping:

• Customers are responsible for return shipping costs, except in cases where the item received is defective or incorrect.
• We will be contacting the courier company to ensure that all returned goods are received in a timely manner.

4. Refund Processing:

• We will process your refund within 14 days of receiving your returned product.
• Refunds will be issued to the original payment method.
• You may be required to provide additional information in order to process your return.

5. Exchanges:

• If you wish to exchange your purchase, please contact customerservice@ponyza.com 
• Please if you received goods is to what you purchased you will be liable to pay the shipping fees for collection and delivery.

6. Damaged or Defective Items:

• If you receive a damaged or defective item, please contact our customer support team immediately at customerservice@ponyza.com. Provide photos of the damaged item for prompt assistance.

For any additional questions or concerns, please contact our customer support team at [email protected]

Underwear and Socks: No Returns or Exchanges Policy

At PonyZA. we prioritize the health and hygiene of our customers. In line with industry standards and for the well-being of all our patrons, we have implemented a strict no returns or exchanges policy on underwear and socks.

Why do we have this policy?

Underwear and socks are considered intimate items, and ensuring the cleanliness and safety of these products is of utmost importance. Once these items have been sold, we cannot accept returns or exchanges, as it is impossible to verify whether they have been worn or tried on. This policy is in place to guarantee that every customer receives brand-new, unworn items.

Please choose carefully:

We understand that selecting the right size and style for underwear and socks is essential. To make an informed decision, we recommend referring to our sizing charts and product descriptions before making a purchase. If you have any questions or concerns about a specific product, our customer service team is here to assist you.

Defective or damaged items:

In the rare event that you receive a defective or damaged item, please contact our customer service team within 48 hours of receiving your order. We will gladly assist you in resolving the issue and, if necessary, arrange for a replacement.

Thank you for your understanding:

We appreciate your understanding and cooperation in adhering to our no returns or exchanges policy on underwear and socks. This policy is in place to uphold the highest standards of hygiene and customer satisfaction.

If you have any questions or require further assistance, please don’t hesitate to contact our customer service team at customerservice@ponyza.com

Thank you for choosing PonyZA. We appreciate your business!

Paarden Eiland

Last Update: 22 November 2023