FAQ
Exchange and Returns
We endeavour to ensure that every transaction at our website is seamless. We take great care in delivering our products and adhere to the highest quality standards. If you are not happy with your purchase, please see options for returning or exchanging any of the items.
Your purchase is eligible for exchange only if it meets the following conditions:
1. There will be no exchange or return on discounted/sale products.
2. If the product you receive has a genuine quality/manufacturing defect. If you feel the product is damaged or has a manufacturing defect, please do photograph this as soon as you have opened the packaging.
3. All our Home category products are not eligible for any refund/return/exchange unless you have received it in a poor/damaged condition.
4. If your purchase meets our return criteria stated above, please contact our care team within 14 days of delivery with the following information: -
Order number - Delivery address - Specify the reason for return and in case of a defective or incorrect product, please send us an image of the item
You may contact us via email at info@thepurplepony.com or call our customer care at +91 9108834001 from Monday to Saturday, between 10:00 AM to 6:00 PM (IST). We will look into the issue and respond to you within 48 working hours
A reverse pick-up will be scheduled within 3-4 business days. Please ensure that the product you return is unused, unworn and the original tags are intact.
Once the item dispatched from your end reaches our warehouse, the replacement product will be shipped out to you and will reach you in our standard delivery time i.e. 5-7 working days for domestic shipments.
1. Credit notes for any returns or exchanges will only be sent to the registered email address or the email address that has been used to make the purchase.
2. Replacements will be offered based on availability of product. If we don't have the replacement product, we'll be happy to offer you a credit note.
3. Proportionate shipping will be refunded in the form of credit note only if it meets our conditions for a free return i.e. a quality or wrongly delivered product.
4. We offer replacements only for the same product or style you have purchased.
5. We are unable to entertain requests to replace a product with a different product or style, even if the price is the same.
6. Products can be returned only in case of a genuine quality defect.
7. International orders are not eligible for exchanges or returns.
Terms and Conditions
1. We offer free shipping for all domestic orders above INR 2,000.
2. Charges are based on the final weight and volume of the package to be delivered.
3. We'll get your order to you as soon as possible! We're taking extra safety precautions with packaging and delivery but we will still aim to have your order with you within 7 working days.
4. In case you have not received your order, we request you to raise the concern within 2 days of receiving the delivery confirmation notification from The Purple Pony.
If you're a logged in user, simply head to the 'My Orders' section in your account to track your order. If you shopped as a guest, enter your order number and email address in the link below for the status:
Track Here
Should you have any questions about your order dispatch, we’re just a quick email, phone call or WhatsApp away:
+ 91 9108834001
info@thepurplepony.com| MON - SAT | 10:00 AM - 6:00 PM IST
If I have placed two separate orders, can you combine the orders and offer me reduced shipping? Unfortunately, once your orders are placed we cannot combine multiple orders due to regulatory and compliance issues. Shipping will be applicable on every new order (if it does not fall under the free shipping criteria). Shipping terms and conditions • Saturdays, Sundays and public holidays are not set as business days for standard deliveries.
