Refund policy

Store Credit ONLY!

 REFUND/RETURN POLICY
  • All online merchandise sales are non-refundable. Shipping charges are non-refundable.
  • If your order arrives and is incorrect, please contact us by email earlene@turnbackpony.com within 3 days of receiving your order. Be sure to include any information such as what is incorrect, what you should have received, your email and order number. We will do our best to fix the issue.
  • If you are missing an item, please check your email to be sure we haven't sent you an email stating an item was flawed or out of stock. If you have not received this and a refund, please email us to let us know about the missing item. Contact us itwtradingco@gmail.com. Please be sure to include what item is missing, your order number and email. 

Defective Item:

If you believe that you have received a flawed or broken item, please contact us right away itwtradingco@gmail.com (within 1 day of receiving your order). Send us a email with a photo of the flaw or break and your order number. If you do not contact us within 1 day of receiving the item we can only assume the damage is from wear & tear. No exceptions. 

If we accept your defective item.

Please include your packing slip with your return. When returning an item with your packing slip, please mark the items you're returning and include the reason for return. If you no longer have your packing slip, please include a note with the following information:

Name, E-Mail, Order Number, Item(s) Description, Reason for Return. If you do not include one of these with your return, it will delay the process.

Exchanges:

               We do not do exchanges.

Custom Order Refund:

    • Once we have completed your custom order and it is shipped, your order is no longer eligible for a refund.
    • You may change your mind on a custom order before it is shipped, but you are not eligible to receive your $75 deposit back. 

 

Refund Type: An email will be sent to you with a code. Use the code in the discount box at checkout. 

 

If you have any questions regarding our policies please feel free to contact us through our email itwtradingco@gmail.com

Incorrect or Missing Items: If you received your order and there is an item missing OR you received the incorrect item, you must inform us within 1 day of receiving your order.