Refund policy
Refund Policy
At Pony Tails Jewellery, every keepsake is individually handcrafted using your own horse's hair, donkey's mane or tail, or dog's fur. Because of the personal and customised nature of each item, our refund and return policies are tailored accordingly.
Payment & Sample Sending
Payment is taken at checkout to secure your custom order. You have 14 days from the date of purchase to send your hair or fur sample. If circumstances change and you're unable to send your sample within this time, please contact me and I'll be happy to arrange a full refund - I completely understand that sometimes plans need to adjust.
What if I’m not happy with my keepsake?
Your keepsake is deeply personal, and I want you to feel completely happy with it. If something isn’t quite right, please contact me within 7 days of receiving your order and I’ll do everything I can to make it right - whether that’s a small adjustment, repair, or in some cases, a full remake.
Please note: Each piece is permanently crafted with soldered sterling silver joins, which means it can’t be unpicked or reworked. If a remake is needed, I can start again only if there is enough hair or fur remaining. I cannot reuse material from a finished piece.
Refunds Before Work Begins
If you haven't sent your sample yet or I haven't started crafting your piece, you're entitled to a full refund within 14 days of purchase. Simply contact me at info@ponytailsjewellery.com.
Refunds After Work Has Begun
Once I've received your sample and begun handcrafting your keepsake, refunds are only available if the item arrives damaged, defective, or doesn't match what you ordered. Because each piece is custom-made to order using your materials, I cannot offer refunds once work has commenced unless there's a fault on my part.
Returns & Exceptions
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. However, returns are only accepted for non-customised items.
To be eligible for a return, your item must be in the same condition that you received it- unworn, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at info@ponytailsjewellery.com. If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Damages & Issues
Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or if you received the wrong item. I’ll evaluate the issue and make it right as quickly and gently as possible.
Non-Returnable Items
Due to the nature of my work, custom products (including personalised and made-to-order keepsakes) cannot be returned or refunded unless they arrive damaged or defective.
We also cannot accept returns on sale items or gift cards.
If you're unsure whether your item is eligible for return, feel free to get in touch before ordering.
Exchanges
I do not offer direct exchanges on custom products. If your keepsake qualifies for return under our policy, I recommend placing a new order once the original is returned and approved.
European Union 14-Day Cooling Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days. For custom-made items, this right applies only before I begin work on your piece. Once your sample has been received and work has commenced, the cooling-off period no longer applies as the item is being made specifically for you.
For non-customised items, the item must be unworn, unused, in its original packaging, and you'll need the receipt or proof of purchase.
Refunds
Once I receive and inspect your return, I’ll notify you of the approval status. If approved, you’ll be automatically refunded to your original payment method within 10 business days.
Please note it may take time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@ponytailsjewellery.com.