Returns & Refund Policy
Right of Withdrawal
At Sister Ponytail, we want you to feel confident in your purchase. You may cancel your order within 6 hours of placing it. After this window, we begin processing, and cancellation is no longer possible.
As a customer, you also have the right to withdraw from your purchase within 14 days of receiving your order, provided the product remains unused, unaltered, and in its original packaging. The ponytail must not be removed from the paper card it arrives on or used in any way.
To cancel your order within 6 hours:
Email us at sisterponytail@gmail.com with your order number.
To withdraw after receiving your product:
- Email sisterponytail@gmail.com with your order number and a brief explanation of why you’re returning the item.
- Include photos or a description if the product is defective or doesn’t meet expectations.
- Once your return is approved, we’ll provide the return address.
- Ship the item back using a trackable shipping method and keep the receipt. Return shipping costs are your responsibility.
Conditions for Returns
To be eligible for a return:
- The product must be unused and in original condition, and not removed from its packaging.
- All items included in the original package must be returned, including hair ties, boxes, and any accessories.
- The outer packaging must be intact, and the ponytail must still be attached to the paper card
- If the product is defective, supporting documentation (such as photos) is required.
Return Shipping Costs
Return shipping is the responsibility of the customer. We currently do not offer free returns. Always use a trackable shipping service and keep your proof of shipment.
Refunds
Once your return is received and inspected, we’ll process your refund within 14 days. Refunds are made to your original payment method and cover the product price only—shipping costs are not refundable.