Please DO NOT send text messages about returns to our phone. Poney looks after all returns by email only, so things can get sorted out easily and quickly.
Poney checks all goods incoming from suppliers and Alex checks all goods that leave our store. Where we are limited, is in the testing of electrical items and sealed items. Therefore, our returns policy is limited to faulty products only.
Poney deals with all damaged goods and returns. Please remember it is the customers responsibility to ask for insurance for any postal item.
If a product has not met its warranty conditions, initial contact over faulty items must be sent to Poney's email, so a claim can be processed. Please provide Poney with photographs if you think that best describes the issue, along with a statement of the problem. We register claims as quickly as possible, but require as much information upfront in order for us to do so.
Once you have made contact, we may require you to mail the damaged/faulty item to us within 7 working days. This does not mean you can contact us within 7 days and return the item 5 months later. Items covered by warranty must be received by us within the warranty period for a claim to be valid. Associated postage costs with the return of the item will be credited to the customers original payment option (e.g. paypal).
For hygienic reasons some articles (mostly those products that come into contact with genitals or body cavity are non-returnable), so please choose carefully.
The following items cannot be exchanged / returned:
- Items where the brand mark label or seal (on a plastic wire) is removed
- Damaged items or removed from their original packaging
- Items worn / used
- Sale items (items that were in our flops box or on sale)
- Underwear articles
- Used Goods without a warranty period will not be accepted under any circumstances.
- Items broken in transit, once they leave our store (Insurance is the customers responsibility).
Please also note that silicone is a far more superior product material than thermoplastic rubber (TPR). TPR has a wide range of benefits, inparticularly cheaper cost, but it has a short life expectancy, depending upon how much it is stretched and used, and what lubricants it comes into contact with. If you are wanting toys that last a lifetime, invest in stainless steel, leather or 100% pure silicone (not silicone/TPR mixes). Please know that injection moulding marks are a normal phenomena on thermoplastic rubber toys.
Please also read through our terms and conditions, as information in regards to restocking fees are applicable with returns.