FREQUENTLY ASKED QUESTIONS
Returns & Exchange
Set out below are our guidelines which will improve our service, timelines and support to our customers requesting an approval for the return of any product.
GUARANTEE OF SHOWPONY PRODUCT
Showpony guarantees that its products are of acceptable quality as defined in the Australian Consumer Law. The guarantee does not apply if the Goods are damaged because you did not follow the instructions set out in the “Hair Care Information” link under the FAQs section of the Website or damaged as a result of normal wear and tear, bleaching, colouring or unreasonable use or neglect.
Showpony guarantee the tape against slippage for four to six weeks when our Hair Care Information policy and instructions are followed by using our specific hair care range.
All claims must be made within 30 days of purchasing our product (except for faulty products). Any claims made after this time will be reviewed at the discretion of Showpony.
CONDITIONS FOR RETURN OF PRODUCT
Showpony allows returns of:
Goods that do not conform to the guarantee in clause 1; or If you change your mind, but due to health regulations for hair extension products, only if they are in their original unopened packaging.
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 salon, wholesaler or third party. No direct consumer complaints will be handled by Showpony unless specifically approved by Management.
To organise a return, the following procedure should be followed.
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 *returns number, should your item(s) be eligible for return. A returns form with your returns number will then be emailed to you for completion. This must be completed in full and emailed back to us at email@example.com. A copy of the returns form (including the returns 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. 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 Upon receipt of the returned goods, Customer Service will contact the customer within 2 business days with an update. Any testing required will be completed within 5 business days. 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. Please do not return any goods without contacting us first. Any items returned without a valid returns number cannot be accepted.
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 fulfill your original order and allow us to correct your invoice and account. Hair 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 or refund for the original cost if replacement is not commercially possible. A credit, refund or a replacement preference needs to be specified when completing the RA form and will be at Showpony’s discretion.
REPLACEMENTS NOT SUBJECT TO GUARANTEE CLAIMS
Any requests for a replacement or colour swap that is not the subject of a guarantee claim, will incur a 10% handling fee of the total value.