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. Once our team conducts a quality check at our warehouse, we will offer you a credit note.

2. We offer credit notes only.

3. The credit note will be valid for a year from the date of issuance, and can be redeemed online

Terms and conditions

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.

Shipping and Delivery

1. We offer free shipping for all domestic orders above INR 5,000.

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.

Gift wrapping

We encourage thoughtful use of paper and we’re careful not to generate too much waste. That is why we keep our packaging very simple. However, if you’d like gift wrapping in addition, we’re happy to do so with our signature wrapping paper for a nominal charge of Rs. 50. Please select the option while checking out.

Payment

We accept the following modes of payment: • Credit cards - Mastercard, Visa and American Express • Net Banking - all major banks • Debit Carts - all major banks • Wallets

To use these online, simply enter the unique code provided when you check out. If your order value exceeds the balance amount on the gift card or credit note, the balance must be paid at checkout.

• To apply a credit note, login from the same email ID to which the note has been issued.

• A gift card cannot be used to purchase another gift card.

• A gift card cannot be cancelled so ensure you enter the correct details of the recipient.

• Multiple gift cards and credit notes can be used together to pay for a single order. The same credit note can be used until the balance gets over.

• No two vouchers can be clubbed. However, you may club a voucher with a credit note or gift card.

• Vouchers will not be applicable during any periods of special pricing.

• Validity of credit notes, gift cards and vouchers cannot be extended.

• If the payment was made using a credit note/gift card, a refund against the purchase will be in the same form.

If your card has been debited multiple times at the payment gateway(s) while making a single purchase, call our customer care at + 91 9108834001 / or write to us at info@thepurplepony.com, and we will resolve it for you.

Our customer care team is available from Monday to Saturday, from 10:00 am till 6:00 pm.

Gift Cards

To make gifting easier than ever, give the gift of choice with our gift cards.

• Gift cards can be purchased online. You may pick one of the suggested denominations or enter the amount of your choice (minimum of Rs. 1000 and maximum of Rs. 15,000)

• Gift cards cannot be purchased using credit notes.

Apart from the amount of the gift, there are no fees or charges associated with purchasing a The Purple Pony gift card.

Gift cards can be redeemed online at www.thepurplepony.com. Gift Cards cannot be used to purchase other Gift Cards or be redeemed for cash or credit.

To use your card for an online purchase, enter the unique code at checkout and make any balance payment online via credit/debit card or netbanking.

Gift cards will expire after 1 year from the date of issue and any corresponding unused balance shall be forfeited thereafter. Please note that validity of gift cards cannot be extended and new gift cards cannot be provided against the expired/unused gift cards.

Yes, gift cards are a Prepaid Instrument subject to regulations by the Reserve Bank of India. Nicobar will be legally required to share the details of the purchase of the gift cards and transactions undertaken using the gift card.

As an issuer of the gift card, we are also required to share the Know Your Customer (KYC) details of the purchaser / redeemer of the gift cards with RBI or such statutory authorities, as per guidelines issued from time to time. If you have purchased a gift card from us, we may contact you in this regard.

Your gift card number is unique and confidential, and you are solely responsible for its safety. If you have misplaced your gift card, please write to our customer care team at care@nicobar.com.

In the event of any misuse of your card due to loss of any such confidential details, Nicobar will unfortunately not be able to provide a refund against the amount lost.

• A Gift card once purchased cannot be cancelled and no refund is applicable.

• A Gift Card purchased in INR cannot be converted to USD and vice versa.