Refund policy

You are welcome to return any unused products to us within 30 days of placing your order.

To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging and have the labels intact. There must not be parts missing or any damage. Please groom your horse thoroughly before trying your rug on, as dirty or hairy rugs cannot be accepted for refund. If you send a product back which is deemed unacceptable for return (i.e. dirty or damaged), we will take photos for your reference and you will be responsible to pay for delivery back to you and no refund will be processed. To return an item, please head to the returns section at the bottom of this page. 

Manufacturing faults:

Ponyo Horsewear Ltd aim 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.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. It usually take approx. 7 working days for funds to arrive in your bank account.

Pre Orders: 

Pre Orders are eligible for a refund as per the rest of this policy, with the date of purchase being the shipment date from us, not the date of the pre order. 

Sale items (if applicable)
Sale items need to be returned within 14 days from ordering in order to be eligible for a refund.

Sparkle Range:

Whilst we use the highest quality materials, the sparkle range products are easily damaged if proper care is not taken. They are intended for special occasion use (e.g. competitions and photoshoots), not everyday use and we suggest keeping them in a protective bag whilst not in use. We have a full exchange or refund policy should your sparkle items arrive damaged or scuffed. Please check your goods upon receipt and send us photos within the first 24 hours after receipt should there be a problem. We cannot be held responsible for wear and tear, hence why we recommend taking good care of your items at all times.