Refund policy

Exchange & Refund Policy

Last updated: 12 August 2026

We want you to be happy with your Ponyte order.

This policy explains how exchanges, returns, and refunds work. Nothing in this policy limits any mandatory rights available to you under applicable UAE consumer law.

Change-of-Mind Returns & Exchanges

You may request a return or exchange within 7 days of receiving your order, provided that the product:

  • Has not been worn or used

  • Is clean and in its original condition

  • Has not been washed

  • Has not been damaged after delivery

  • Includes its original packaging, tags, and accessories where applicable

  • Is suitable for resale

We reserve the right to refuse a change-of-mind return if the returned item does not meet these conditions.

How to Request a Return or Exchange

Contact us within 7 days of delivery at:

[INSERT SUPPORT EMAIL / WHATSAPP NUMBER]

Please provide:

  • Your order number

  • Your name

  • The item you wish to return or exchange

  • The reason for the request

  • Photographs where the item is defective, damaged, or incorrect

Do not send a product back until your return or exchange request has been confirmed and return instructions have been provided.

Exchanges

Approved exchanges are subject to product and color availability.

If the requested replacement is unavailable, we may offer another available option or a refund where appropriate.

For change-of-mind exchanges, the customer is responsible for applicable return and redelivery charges unless otherwise stated.

Defective, Damaged or Incorrect Products

If your product arrives:

  • Defective

  • Damaged

  • Incomplete

  • Incorrect

  • Materially different from the product ordered or description shown

please contact us as soon as possible.

Where Ponyte is responsible for the issue, we will provide an appropriate remedy in accordance with applicable UAE law, which may include replacement, repair where appropriate, or refund.

For an approved defective, damaged, or incorrect-item claim caused by Ponyte or delivery before receipt, Ponyte will cover the reasonable return/replacement delivery cost.

Please keep the item and packaging until we confirm the next steps.

Refunds

Once an approved return is received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method whenever reasonably possible.

Processing times after we issue a refund depend on your bank, card issuer, or payment provider.

Original delivery charges are normally non-refundable for voluntary change-of-mind returns, except where required by law or where the return results from an error attributable to Ponyte.

Bundle & Multi-Buy Returns

Ponyte offers quantity-based promotions such as Duo and Trio offers.

If you return part of an order that originally qualified for a bundle or quantity discount, the discount will be recalculated based on the number of eligible items you ultimately keep.

For example:

  • If a 3-cap order qualified for a Trio discount and you return one cap, the remaining two caps may be repriced according to the applicable Duo offer.

  • If a 2-cap discounted order is reduced to one retained cap, the retained cap may revert to the applicable single-cap price.

The refund amount will therefore equal the amount paid after recalculating the discount applicable to the items kept, rather than simply dividing the original bundle total equally.

This prevents partial returns from retaining a discount that would not otherwise have applied.

Promotional & Sale Items

Unless expressly marked as final sale, promotional items remain subject to applicable statutory rights.

Change-of-mind returns for promotional products may be subject to the conditions stated with the promotion.

Products that are defective, damaged, incorrectly supplied, or otherwise protected by mandatory law will be handled in accordance with applicable UAE consumer rights regardless of promotional status.

Items That Cannot Be Returned

A return may be refused where:

  • The product has been worn beyond what is reasonably necessary to inspect it

  • The product has been washed

  • The product has been damaged by the customer

  • Tags or relevant original packaging have been removed and the condition prevents resale

  • The return request falls outside our voluntary return period, unless mandatory legal rights apply

  • The product was customized or otherwise falls within a lawful exception

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We will try to accommodate cancellation requests before fulfilment, but we cannot guarantee that an order can be stopped once processing or dispatch has begun.

If the order has already been dispatched, the applicable return process may need to be followed.

Return Shipping

For change-of-mind returns or exchanges, return shipping and any applicable redelivery costs are the customer's responsibility unless otherwise stated.

If Ponyte sent the wrong item, or the product arrived defective or damaged for reasons attributable to Ponyte or occurring before delivery, we will arrange or reimburse reasonable return shipping as appropriate.

Refund Problems

If we confirm that a refund has been issued but you have not received it after the normal processing period for your payment provider, please contact:mohanad-19@hotmail.com

Contact Us

For returns, exchanges, or refund questions:

Ponyte Socials: instagram/tiktok

Email: mohanad-19@hotmail.com

Busniess Address: Oud Al Muteena, Dubai DU, United Arab Emirates.

Phone: +971 56 102 3994