Returns Policy

Our goal is to bring good quality products to you. We're 100% committed to your satisfaction, and if for some reason there is an issue with your order, we'll do our best to find a good solution.

For all claims to exchange or refund a product, please first read through the criteria listed in this Returns Policy.

If you aren't sure or have any questions at all, please email us at contact@theponcer.com.au and we will be happy to assist you.

RETURNS/ REPLACEMENTS

In the unlikely event that the item arrives damaged or faulty, you are required to notify us within 10 business days. In addition to a detailed description of the fault, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process.

Once assessed and approved by our team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.

Refund generally takes up to 2 working days to process and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

If 10 business days have gone by since your product delivery, unfortunately, we can’t offer you a refund or exchange. Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

REFUNDS (if applicable)

Once a return is approved, we will provide you with the details of the address you need to send the product.

We strongly suggest that all customers use some form of tracking when shipping back any product, whether it be for a return or exchange. This way you can track when it arrives at our place. We do not take any responsibility for return packages lost in transit. 

If a product is returned you will receive a refund of the purchase cost of the item, shipping will not be refunded in the case of a return. If a product is exchanged you are responsible to pay the shipping cost of the new item. A restocking fee may apply.

Once your returned product is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment - the time to be taken for which would be determined by the bank/financial institution involved.

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contact@theponcer.com.au
Melbourne, Australia