Right of Withdrawal & Exchange

Exchange Policy for Consumers

(A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade or self-employed professional activity.)

Exchange Notice

Right of Withdrawal

A right of withdrawal within the meaning of Section 355 of the German Civil Code (BGB) is excluded for our products, insofar as this is legally permissible. In particular, hygiene items and products that are individually adjusted or worn are excluded from the statutory right of withdrawal pursuant to Section 312g (2) BGB.

Instead of a statutory right of withdrawal, we offer you a voluntary right of exchange under the conditions set out below.

Right of Exchange

You have the right to request an exchange within 14 days without giving reasons, for example if the size or colour of the goods does not suit you.

The exchange period is 14 days from the day

  • on which you, or a third party named by you who is not the carrier, took possession of the goods.

To exercise your right of exchange, you must inform us by e-mail at contact@ponyloop.com by means of a clear statement of your wish to exchange the goods. Please state your order number as well as the desired new size or colour.

To meet the exchange deadline, it is sufficient to send the notification of your wish to exchange before the deadline expires.

Conditions of Exchange

An exchange is only possible if the goods:

  • have only been used for trying on (e.g. to check the size),

  • have not been worn or washed,

  • are in their original condition,

  • have all labels attached, and

  • are returned in their original packaging.

The goods must be returned to us no later than 14 days after notifying us of your wish to exchange. The deadline is met if you send the goods before it expires.

As the customer, you bear the cost of returning the goods. We will cover the shipping costs for redelivering the exchanged item.

Grounds for Exclusion

An exchange is excluded for contracts:

  • for the supply of goods that are not prefabricated and for whose production an individual selection or determination by the consumer is decisive, or which are clearly tailored to the consumer's personal needs;

  • for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.

Right to a Refund

Please note that this policy does not entitle you to a refund of the purchase price. We only offer a one-time exchange.