Refunds

1. Our Promise
Your satisfaction matters to us. If you're not completely happy with your purchase, we’re here to make it right. This Return Policy outlines how to return your item and what to expect from the process.

2. Return Window
You may return any eligible item within 60 days of receipt, as per the Consumer Contracts Regulations 2013. To be eligible, items must be unused, in original condition, and returned with their original packaging.

3. Items Not Eligible for Return
Please note, the following items cannot be returned:

  • Perishable goods (e.g., food, flowers, newspapers, magazines)

  • Intimate or sanitary products

  • Hazardous materials, flammable liquids or gases

  • Personalized or custom-made items

  • Digital/downloadable software

4. How to Return an Item
To start a return:

  • Email our Customer Service team at [contact@shop.ponly.com] for a return authorization.

  • Carefully pack your item in its original packaging, including all accessories and documentation.

  • Include your receipt or proof of purchase.

  • Send your return to the address provided by our team.

5. Return Shipping
Return shipping costs are the buyer’s responsibility and are non-refundable. If a refund is issued, the cost of return shipping will be deducted.

6. Refunds
Once we receive and inspect your return, we’ll notify you of the outcome. If approved, your refund will be processed to your original payment method. Processing times may vary depending on your card issuer or bank.

7. Exchanges
We only replace items if they are defective or damaged. To request an exchange for the same item, contact us at contact@shop.ponly.com.

8. Faulty or Damaged Goods
If your item arrives damaged or faulty, please contact us within 60 days of receipt. We’ll arrange a refund or replacement as soon as possible.

9. Your Rights
This policy does not affect your statutory rights under UK consumer law.

10. Need Help?
We’re here for you.
Email: contact@shop.ponly.com