Refund policy

We know that getting the perfect fit for your horse can be tricky, and the number one worry for first-time buyers is choosing the right size. We want you to order with complete confidence, which is why every order is backed by our 60-Day Fit Guarantee.
You are welcome to try your new Ponyo products on your horse and return them for an exchange or full refund within 60 days of placing your order.
Fit Guarantee Conditions:
To be eligible for a return or size exchange under our Fit Guarantee, items must be in the same condition you received them so they can be rehomed to another horse.
  • Keep it clean: Please thoroughly groom your horse to remove all loose hair, dust, and dirt before trying the rug on. Rugs returned with horse hair, dirt, or marks cannot be accepted for a refund.
  • Original packaging: Items must be returned with all labels intact and in their original packaging.
  • No damage: Items must have no missing parts, tears, or signs of wear.
Note on Unacceptable Returns: If a product is sent back to us in an unacceptable condition (e.g., dirty, hairy, or damaged), we will take photos for your reference. You will be responsible for the cost of shipping the item back to you, and no refund will be processed.
Sale Items:
Sale and clearance items are included in the 60-day window and must be returned within 60 days of ordering to be eligible for a refund.
Pre-Orders:
Pre-orders are fully eligible for our 60-Day Fit Guarantee! The 60-day period begins on the date your order actually ships from our warehouse, not the date you placed the pre-order.
The Sparkle Range: While we use premium materials, our Sparkle Range items require extra care. They are designed for special occasions (competitions, photoshoots) rather than everyday turnout. If your Sparkle items arrive damaged or scuffed, please check them immediately and send us photos within 24 hours of receipt so we can arrange an exchange or refund. We cannot be held responsible for subsequent wear and tear.
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Manufacturing faults:
Ponyo aims to produce all products to the highest standards but unfortunately, from time to time, mistakes may occur. If you receive an item which you believe is faulty, you must email us with a photo of the product, and, if requested, send the product back to us for inspection.  Please let us know within 7 days of receipt. Unfortunately, we cannot compensate for wear and tear and/or damage caused by the horse after the product has been in use.  
If you have experienced a manufacturing fault, please message us via the contact form on our website.
We endeavour to process returns as quickly as possible, however returns can take up to 1 week to be processed during high volume periods.