Refund policy
Our primary goal is to satisfy 100% of all our customers.
Contact us by email at contact@the-ponchos.com or directly via our contact form, to obtain your return form which will be to fill out and place in your package.
The customer is responsible for paying the shipping costs for the return of the item (excluding defective items). Shipping costs are non-refundable.
Free delivery in U.S.A 🇺🇸 → 14 days to initiate the return from the date of receipt in new condition. Please contact us in advance.
I WANT TO EXCHANGE OR RETURN AN ITEM THAT DOESN'T SUIT ME
→ Our standard return policy lasts for 14 days. If 14 days have passed since you received your order, we generally cannot offer a refund or exchange. Each customer wishing to exchange their order has 14 days from the date of receipt of the order to initiate the return.
For this, it is advisable to contact us by email in advance. Please provide the order number (TP...)
→ To be eligible for a return, your item must be in the same condition as when you received it. It must also be in the original packaging.
→ Gift cards cannot be returned.
→ To process your return, we need a receipt by email or other proof of purchase.
→ Any item that is not in its original condition, is damaged, or has missing parts for reasons that cannot be returned.
→ No refunds or exchanges are eligible beyond the 14 days after the date of receipt of the order.
Detailed Return Policy:
Step 1 : Make sure you meet the following conditions:
- You have 14 days from the receipt of your package to return it to us.
- The tags must be attached to the item in the same way as when received.
- The item must be new, unwashed.
If the buyer changes their mind and wishes to receive a refund for their order, they have 14 days from the date of receipt of their order to submit their return request to customer service via the contact form. If the 14-day period ends on a Saturday, Sunday, or a public holiday, it is extended until the next working day.
Step 2 : Contact us by email at contact@the-ponchos.com or directly via our contact form, to obtain your return form which will be to fill out and place in your package.
Step 3 : Send us the items you wish to return to the address provided in the return form.
Please clearly indicate in the form if you want a refund, an exchange, or a store credit.
We offer free shipping for all The Ponchos items, but return shipping costs are your responsibility.
If you are unable to print the document, you can copy the form details onto a piece of paper and place it in your package.
This paper should include: your order number (Example: TP1122), the names of the returned items , and what you want from the return (refund, store credit, or exchange for a different size/color).
Step 4 : Upon receiving the items, they will be inspected, and depending on your request, we will:
- Refund your items: you will receive an email confirming the refund of your order.
- Exchange your items: the items will be exchanged for those specified on your return form, and you will receive an email confirming the exchange as well as a new order number and tracking information.
The Ponchos reserves the right to refuse returns sent or communicated after the return deadline or items that are not in the same condition as when they were received.
Once the return is accepted, you will be refunded via the same payment method used for the purchase.
The maximum refund period is 10 days.
Please note that the refund processing time on your account depends on your bank.
The order refund is due within 10 days after the order is received at our manufacturing center, i.e., upon receipt at our warehouse.
In the case of a return, The Ponchos is obligated to refund the amounts paid by the customer, except for return fees. Shipping costs/return fees are the responsibility of the buyer and are not refundable. It is the responsibility of the customer to pay for their own shipping to return the item (in this case...) to our manufacturing center in Asia and to the return address provided to the customer by customer service. Any potential shipping costs such as for secure delivery are not refundable.
I WANT TO RETURN A DEFECTIVE ITEM (if applicable)
If an item is defective, the customer has 24 months from the receipt of their order to contact customer service. The customer must send evidence by photo and describe the defects of the product, including description and attached photos, to customer service through the contact form: contact us.
We guarantee a full refund of the order for defective products, undelivered products, or products out of stock.
→ If a product has a manufacturing defect, you must contact us promptly after receipt. Beyond this period, the order is considered as compliant.
Step 1 : Send us a complaint by email to contact@the-ponchos.com accompanied by photos documenting the defects.
Never remove the labels or wash an item received stained or defective before informing us, as your request may not be considered.
Step 2 : Your request will be processed by our team within a maximum of 48 hours (excluding Sundays and holidays).
You will then have the choice between several possibilities:
- Refund of the defective item by us, using the initial payment method
- Replacement of the item if it is still in stock
- Option to receive a store credit for the entire store.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to inform you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or the original payment method.
Late or missing refunds (if applicable)
It may take some time before your refund is officially posted.
If you haven't received your refund within two weeks, please contact us at the following address: contact@the-ponchos.com
Attention: contact@the-ponchos.com
I/we (*) hereby notify/notify (*) you of my/our (*) withdrawal from the contract for the sale of the item below:
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Received on __________________
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Name of the consumer(s)
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Adresse du/des consommateur(s)
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Signature du/des consommateur(s) (uniquement en cas de notification du présent formulaire sur papier)
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Date
(*) Rayer les mentions inutiles.
Sachez que votre entière satisfaction est notre plus grand bonheur, nous ferons toujours tout pour que vous ayez une bonne expérience dans notre boutique en ligne !
Cette politique s'applique à tous les articles du site the-ponchos.com, sans exception. Les échanges sont acceptés.