Return Policy

Returns and Exchanges

What is your return policy?

Not totally obsessed? No worries! Returns are allowed within 14 days of products being received. Confirmation date of delivery is verified through package tracking.

Do I have to pay to return an item?

Yes, the customer is responsible for return shipping costs unless the item delivered was incorrect or damaged. If you receive an item that is incorrect or damaged please reach out to to receive a pre-paid shipping label. Please note that shipping costs on correct orders will not be refunded. 

Do you offer exchanges?

Unfortunately, we do not offer exchanges. We do recommend customers to repurchase their desired hat and submit the hat you'd like to exchange for a return.  

How do I return an item?

Please email for return authorization. Returns must be in unused condition. Ponyflo® will refund the price of the product. Returned products must be received by Ponyflo® before any new product is shipped out or any credit/refund is given.

How long does it take to process a return?

Once we receive your return, please allow 7 business days for your refund to be issued. Once a refund is issued you will receive a confirmation email with how much your original form of payment has been refunded. Please allow up to 10 business days for your refund to appear in your bank account, as each bank has different processing times.