Refund policy

Exchange
We have a 30-day return and exchange policy, which means you have 30 days after receiving your item to request an exchange. To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at hola@ponchito.com.au. If your return is accepted, we’ll send you an address and instructions where to send your package. Items sent back to us without first requesting a return will not be accepted. Once we receive the package we will arrange for your new item to be shipped straight away.  

Damages and issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will only accept refunds under extenuating circumstances, not for change-of-mind. An example of this could be a customer who accidentally bought 10 items instead of 1 and is seeking to return the other 9 due to an honest mistake.  To initiate a refund please contact us at hola@ponchito.com.au. We will consider the circumstances and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hola@ponchito.com.au.