Refund Policy
Returns and Refunds
Not quite the right fit or colour? Here’s how to arrange a return or exchange with Kiss My Ponytail.
30-Day Change-of-Mind Returns
You can request a change-of-mind return within 30 days of receiving your order. Sign in to your customer account or email dee@kissmyponytail.com.au to get started.
How It Works
Request a Return
Sign in to your customer account using your order email address, select your order and follow the return prompts. You can also email us with your order number.
Wait for Approval
We’ll review your request and provide return instructions. Please wait for approval before posting your item. For change-of-mind returns, you arrange and pay for return postage.
Refund or Exchange
Once your item arrives, we’ll inspect it and process an eligible refund within two business days, or arrange your agreed exchange once any payment owing has been received.
Change-of-Mind Returns
Item Requirements
- Request made within 30 days of delivery
- Unworn and unwashed
- In original condition
- Tags attached where supplied
- Order number or proof of purchase provided
- Trying your hat on indoors to check the fit is fine
Postage & Fees
- You arrange and pay for return postage
- For exchanges, you also cover postage for the replacement
- This applies even if your original order qualified for free shipping
- Original delivery charges are not refundable for change-of-mind returns
- No restocking fee applies
- Tracked return postage is recommended—please keep your receipt
Exchanging Your Size or Colour
Email dee@kissmyponytail.com.au with your order number and preferred size and colour. Exchanges are subject to stock availability.
For change-of-mind exchanges, you’ll need to cover the postage to return your hat and have the replacement sent to you. We’ll confirm the replacement postage cost and any product price difference before proceeding, and send a secure payment link for any amount owing.
Your replacement will be dispatched once we have received and checked your returned item and received payment.
Refund Processing
Once we receive and inspect your returned item, we’ll process an eligible refund to your original payment method within two business days and email you confirmation.
Your bank or payment provider may take additional time to credit your account. Card refunds can take up to 10 business days after processing.
Faulty, Damaged or Incorrect Items
If there is a problem with your item, email dee@kissmyponytail.com.au with your order number, a description of the issue and photos where possible.
We’ll assess the issue and work with you to find a suitable solution. Where an item is confirmed faulty or incorrectly supplied, we’ll cover reasonable return postage and any replacement delivery costs.
Your Consumer Rights
Your rights under Australian Consumer Law are not limited by our change-of-mind return conditions. This includes products purchased on sale. The 30-day change-of-mind window and item-condition requirements do not restrict those rights.