Returns & Exchanges

Exchange Policy for Consumers

(A consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither commercial nor related to their independent professional activity.)

Exchange Information

Right of Withdrawal

A right of withdrawal under § 355 BGB is excluded for our products to the extent permitted by law. In particular, hygiene items and products that are individually customized or worn are excluded from the statutory right of withdrawal pursuant to § 312g para. 2 BGB.

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

Exchange Right

You have the right to request an exchange within 14 days without giving reasons if, for example, the size or color of the item 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 exchange right, you must inform us by email at contact@ponyloop.com with a clear statement of your wish to exchange the item. Please provide your order number and the desired new size or color.

To meet the exchange deadline, it is sufficient that you send the notification of your exchange request before the deadline expires.

Exchange Conditions

An exchange is only possible if the item:

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

  • has not been worn or washed,

  • is in its original condition,

  • has all tags attached and

  • is returned in its original packaging.

The item must be returned to us no later than 14 days after notification of the exchange request. The deadline is met if you send the item before the deadline expires.

You as the customer bear the costs for returning the goods. We cover the shipping costs for the redelivery of the exchanged item.

Exclusions

An exchange is excluded for contracts:

  • for the delivery of goods that are not prefabricated and for whose manufacture an individual selection or determination by the consumer is decisive or that are clearly tailored to the personal needs of the consumer;

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

Refund Claim

Please note that under this policy there is no claim for a refund of the purchase price. We offer only a one time exchange.