Refund & Returns Policy
We want you to be happy with your order. If something is not right, this page explains how to return an item and get a refund.
14-day return window
You have 14 days from the date of delivery to request a return. To be eligible, the item must be:
- Unused and in the same condition you received it
- In its original packaging, with any tags still attached
- Accompanied by proof of purchase (order number or confirmation email)
Requests made after the 14-day window unfortunately cannot be accepted.
How to start a return
Send an email to contact@poncho-universe.com with your order number and a short note explaining why you would like to return the item. We will reply with the return address and next steps.
Please wait for our confirmation before shipping anything back. Items sent to us without prior contact may not be processed.
Return shipping
Return shipping is paid by the customer, unless the item arrived damaged, faulty, or was not what you ordered. In those cases, we cover the return costs and we ask you to send us a photo of the issue when you first get in touch, so we can help as quickly as possible.
We recommend using a tracked shipping method for your return, so the parcel does not get lost on the way. We cannot be held responsible for returns that do not reach us.
Refunds
Once your return arrives and has been inspected, we send you an email to let you know whether the refund has been approved.
Approved refunds are issued to the original payment method within 4 business days of inspection. Depending on your bank or card provider, it can take a few extra days for the funds to appear on your statement.
If more than 10 business days have passed since your refund was approved and you still have not received it, please contact us at contact@poncho-universe.com and we will look into it with you.
Exchanges
We do not offer direct exchanges. If you would like a different size, color, or model, please return the original item for a refund and place a new order for the one you want.
Damaged, faulty, or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, please contact us within 48 hours of delivery at contact@poncho-universe.com, with your order number and a photo of the issue. We will offer a replacement or a full refund, including any return shipping costs.
Non-returnable items
For hygiene reasons, we cannot accept returns on items that have been worn or washed. Please check the fit and quality before use.
Cancellations
If you change your mind shortly after placing your order, contact us as quickly as possible at contact@poncho-universe.com. If your order has not yet entered processing, we will do our best to cancel it and issue a full refund. Once processing has started, we may no longer be able to cancel, and the standard return process will apply after delivery.
Your statutory rights
Nothing in this policy affects any statutory rights you may have as a consumer under applicable law.
Contact
Any questions about returns or refunds? Reach us anytime at contact@poncho-universe.com. We aim to reply within one business day.