RETURNS POLICY

This Policy is to ensure clarity between Showpony and you, our valued Customer with respect to product returns.

If anything below is confusing or if you need help, please call our friendly team on our free call number 1800 233 386 (or +61 7 5522 0488 if you’re outside Australia).

Set out below are our guidelines which helps us maintain our high-level of service, speedy timelines and excellent support to our customers requesting help or returns of any Showpony product.

WHAT PRODUCT CAN BE RETURNED?

• Product that is faulty, as detailed in the Warranty and Guarantee information below;
• Product that is different than ordered as detailed in the Incorrect Shipments information below;
• Unopened product where you have ‘changed your mind’, but this will be subject to a restocking and handling fee as detailed below. Please also note the Conditions for Return of Product information below.
  
  

WARRANTY AND GUARANTEE OF SHOWPONY PRODUCT

Showpony guarantees its product to be free from faults when applied and worn as they should be. This means that they are worn and used under the conditions specified in our Maintenance and Care Policy. Showpony also guarantees the tape against slippage for six weeks when following our Maintenance and Care Policy instructions, and using our Hair Care range with no other products.

This guarantee does not cover damage caused by normal wear and tear, bleaching, colouring or unreasonable use, or neglect. Any use outside of our Maintenance and Care policy is a breach of this warranty and guarantee. All claims must be made within 30 days of purchasing our product.  Any claims made after 30 days of purchase will be reviewed at the sole discretion of Showpony.

CONDITIONS FOR RETURN OF PRODUCT

Due to Health Regulations, we are unable to accept ‘change of mind’ returns for any hair extensions once the package has been opened. Please choose carefully and consider if the product is right for you before opening the packet. If you are unsure of a colour please call us on our free call number: 1800 233 386. 

Once the hair has been removed from its original packaging we are unable to accept a return unless the product is faulty. As Hair Extensions are classed as “human product” Health Department regulations restrict us from accepting returns of Hair Extensions. Due to these regulations, if you have purchased Clip in Extensions, please inspect the hair before removing the bindings from the hair. Once the bindings have been removed we cannot accept a return.

If hair has been cut or coloured/altered in any way returns cannot and will not be accepted under any circumstances. We offer no warranty or guarantee on hair that has been coloured. Any alterations you make to the products including colouring or cutting is done at your own risk.

If you have been authorized to return a product it must be returned in its original packaging and in the same brand-new condition in which you received it. If an item is returned and we determine that it has not been returned to us in the original brand new condition in which it was sent to you then the item will be returned to you at your cost and no refund issued.

If a clip is loose, this is not a warranty fault, as these can easily be restitched back on using normal needle and thread. If a clip is broken, we will happily send you a replacement clip so that you can sew it back on. We will even include a few spares for you. Clips can and do break or come loose etc and as such we are happy to replace the clip, but we will not replace the entire hair extension set. Clips are considered a consumable part of the hair extensions. Removing the bindings indicates acceptance on your part that the hair is in good condition and suitable for your use.

If we are refunding your purchase for any reason only a refund of the purchase price will be issued. Postage costs are non-refundable. Return postage is at the expense of the purchaser. We will not cover return postage costs and parcels marked "Return to Sender" will be refused at.

If you have not purchased the products directly from Showpony, then you must return the products to the place of purchase to request a refund or replacement. This applies if you have purchased our products from a wholesaler or third party. If you run into difficulties in dealing with the place of purchase, please contact us and we will see if we can help you however, we can’t handle complaints or returns when you haven’t purchased directly from Showpony unless exceptional circumstances apply, at the sole discretion of Showpony.

HOW DO I RETURN A PRODUCT?

To organise a return of a product you have bought from us, you will need to do the following;

1. Telephone our free call number 1800 233 386 (or +61 7 5522 0488) to organize the return. One of our friendly team members will discuss your requirements and organize a Return Authority (RA) number, should your item(s) be eligible for return. 

2. A returns form with an RA number will then be emailed to you for completion. This must be completed in full and emailed back to Head Office admin@showponyaus.com.au A copy of the returns form (including the RA number) must accompany the products returned.

Ensure item(s) are in original packaging and suitable for resale or if you are returning any faulty hair, please plait the hair neatly and ensure the product is completely dry before sending.

4. Returns are to be sent back to Showpony Head Office at the customer’s expense (unless proven faulty), to: Showpony, PO Box 2407 Burleigh BC QLD 4220

5. Upon receipt of the returned goods, Customer Service will assess the product, and notify the customer of the outcome within 2 business days.

6. Any replacements (subject to available stock) or refunds will be processed by our Customer Service team within 7 business days of receipt of the return.

7. Please do not return any goods without contacting us first. Any items returned without a valid RA number cannot be accepted.
   
   

INCORRECT SHIPMENTS

We request that any queries regarding incorrect orders or missing stock be reported to our Customer Service Department via free call 1800 233 386 immediately and within 7 working days of stock being received. This will enable us to promptly and correctly fulfil your original order, and allow us to correct your invoice and account. Hair returned as an incorrect shipment will not be accepted if it is not returned in original packaging and in original condition.

REPLACEMENT OR CREDIT

For all warranty claims approved by Showpony, we will replace the product with the exact style and colour match as originally ordered. Customers will receive a credit for wholesale value if replacement is not commercially possible. A credit or a replacement preference needs to be specified when completing the RA form and will be at Showpony’s discretion.

REPLACEMENTS NOT SUBJECT TO WARRANTY OR INCORRECT SHIPMENT CLAIMS

Any replacement or colour swap out required, that is not the subject of a warranty claim, will incur a 15% restocking and handling fee, calculated based on the total price originally paid for the purchased items. Postage will also be payable by the customer.

RECOMMENDATIONS

Weft hair extensions/ Mini Micro Bead hair extensions are only recommended for use on clients with medium to thick hair.

Tape hair extensions are recommended for all hair types – fine, medium and thick.  Please note that customers with thick hair may require more than the recommended number of packets, to achieve the desired result.

Showpony’s Hair Care range is especially formulated for use on all hair extensions produced by Showpony.  Do not use shampoo or products containing Argan or Moroccan oils, protein, citrus, high alcohol content, Keratin treatments or lauryl sulphate. This includes any medicated or toning shampoos and fake tanning products.  Using these products may cause tape slippage and/or discolouration to your extensions and may void your warranty.

PLEASE NOTE: Showpony guarantees the tape against slippage for six weeks when following our Maintenance and Care Policy instructions, and using our Hair Care range with no other products.