Returns

Exchange Policy for Consumers

(Consumers are natural persons acting for purposes that are wholly or mainly outside their trade, business, or profession.)

Exchange Policy Notice

Right to Exchange

Please note that we do not offer a statutory right of withdrawal for our products, especially where legally exempt, such as for hygiene items or goods that have been worn or customised.

Instead, we offer a voluntary exchange policy under the following conditions:

Voluntary Exchange Terms

You have the right to request an exchange within 14 days without stating any reason — for example, if the size or colour of the item is not suitable.

The 14-day exchange period begins on the day you or a person nominated by you (who is not the delivery provider) receives the goods.

To exercise your right to exchange, please email us at contact@ponyloop.com with a clear message including your order number and the desired new size or colour.

To meet the exchange deadline, it is sufficient to send the notification before the 14-day period expires.

Conditions for Exchange

Items can only be exchanged if they:

• have only been tried on for size,

• have not been worn or washed,

• are in their original condition,

• still have all tags attached,

• and are returned in their original packaging.

Items must be sent back within 14 days after notifying us of your wish to exchange. The deadline is met if the goods are dispatched within the 14-day period.

Return shipping costs are your responsibility. We will cover the cost of sending the replacement item.

Exclusions from Exchange

Exchanges are not possible for:

• goods made to your specifications or clearly personalised,

• sealed items that are not suitable for return due to health or hygiene reasons if unsealed after delivery.

Refunds

Please note: under this policy, we do not offer refunds. Only a one-time exchange is available.