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Exchange Policy

  • To be eligible for a return/exchange, your item must be unused/unwashed, must be in the original packaging in your package of the returned item(s) and with tags attached to the product (Please be sure to not discard any packaging materials) *Undergarments are not exchangeable
  • Exchange must be accompanied by the original tax invoice and no cash refund is permitted. 
  • The price difference will not be refunded if the price of the exchanged product is lower than the original product. 
  • Postage is to be borne by the customer in the event of an exchange or return. 
  • Exchanges are only available for size and/or colour of the same style. Exchanging for a different product is strictly not allowed.
  • Exchange/Refund for any purchases from any retail outlet/experience store are to be referred back to their respective Return Policy. Online purchase's return policy does not apply to any physical store purchases.
  • Returns/exchanges may take up to 10 - 15 business days, excluding shipping times. While stocks last. *Exchange or item that is equivalent or lower in value only. 
  • To exchange, please contact our customer service officer at E-customerservices@poney.com.my. Please take note that you shall be responsible for shipping the original product to our fulfillment warehouse.

Refund / Return Policy

  • To process your refund, you need to fill in the Refund Form provided by us. Please contact our customer service officer at E-customerservices@poney.com.my  facilitate refund. 
  • Please allow seven (7) working days for us to process your refund upon receipt your Refund Form with complete personal particulars. You will receive a transfer slip from us once the refund instruction is submitted to the bank. 
  • * For the vast majority of returns, it takes about 15 - 20 Business Days for us to get your package at the fulfillment centre, inspect your return, process it into inventory, and complete your refund.