Shipping & Returns

Shipping Policy

We're delighted to offer shipping services across India, ensuring that our products reach customers far and wide. Additionally, we understand the importance of flexibility, which is why we provide the convenient Cash on Delivery (COD) option for select Pin codes supported by our trusted delivery partners. Please refer to the shipping table below for more information:

Order Type Delivery Charges

  • Prepaid orders above INR 1000 : Free
  • Prepaid orders under INR 1000 : 99/-
  • Additional shipping charge of INR 50/- will be applicable for all COD orders.

Kindly note that these terms are subject to change at the discretion of the company. Our standard practice is to dispatch packages within 48 working hours, excluding Sundays. Following shipment, you can expect your order to arrive within 7-10 days, for made to order duration might vary as specified in the listing, although the estimated delivery time provided on our shipping page is indicative and reliant on our shipping partner.

It is important to acknowledge that delivery times are influenced by factors such as location, distance, and the efficiency of our logistics partners. While we cannot be held responsible for any delays caused by courier companies or postal authorities, we will assist you in tracking your package through our partner courier services.

Please be aware that your items may be shipped from multiple locations in separate packages; however, you will only be charged a single delivery fee for your entire order. As soon as your package is shipped, we will send you an email containing the necessary tracking information.

It is essential to note, for Cash on Delivery payment is required upon accepting the order. Any refusal of COD orders will result in the deactivation of the COD option for future orders. In some Pin codes, the COD option may be unavailable due to shipping partner limitations. For inquiries, kindly contact our customer service helpline via WhatsApp or write to us at info@thepurplepony.com

If you have any specific requirements regarding time-bound deliveries, kindly communicate with us via email and leave comments indicating your requested delivery time during the ordering process. While we will make every effort to fulfill your order within the requested time frame, we cannot guarantee immediate compliance.

Orders placed within India are handled by reliable courier companies, ensuring the safety and security of your packages. However, our coverage is contingent upon their service reach. If your address falls outside their service area, we will contact you with alternative solutions for ensuring the delivery of your products.

For order cancellations, we require notification via email within 6 hours of placing the order. Once the order has been shipped, cancellations cannot be accepted. We regret to inform you that refunds cannot be processed for orders canceled at the doorstep or in cases where our delivery partner has made three unsuccessful delivery attempts.

Return, Exchange & Refund

At The Purple Pony, we believe in offering our customers a flexible return and exchange policy. You have the opportunity to return items purchased on our platform within the specified return period, based on the reasons outlined in our return policy.

Please note that the processing time for returns is 10 business days from the date of the request.

Return Policy

Before leaving the warehouse, our shipments undergo careful inspection. However, if you are not satisfied with your purchase, returns and replacements are at the discretion of The Purple Pony. 

Additionally, please be aware that for products bought on affiliate discounts, the return policy is as per the policy mentioned while obtaining the voucher from the affiliate.

To initiate the return process, please follow the instructions below:

  • You can return or replace the product within 48 hours after the delivery date under the specified conditions.
  • Reasons for return or replacement include: Genuine manufacturing defects or damages during transit or wrong item has been shipped.
  • Refunds will be issued as per the claiming refund policy mentioned below.
  • Our products in the Ceramics, Glassware & Kitchen category are handmade by experienced artisans, resulting in slight variations in color tone, shape, or size, which are not regarded as defects and are not eligible for return or replacement.

Exchange Policy

We do not offer direct exchanges for products. Instead, you can raise a return request as per the return policy and then place a fresh order for the desired product.

Return Pick-Up Policy

At The Purple Pony, we provide a convenient and hassle-free Return Pick-up policy to ensure a smooth process and save you time. To initiate a return pick-up, please follow these steps:

  • Submit a request on our website, email us at Info@thepurplepony.com, or reach out to us via WhatsApp.
  • Provide your order number, share product images, and specify the reason for return to expedite the process.
  • Ensure that your item is in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
  • During pick-up, a basic quality check for the product will be done by the delivery executive. If the quality check fails, the delivery guy reserves the right to refuse the pick-up.
  • Please ensure that all the returned items are packed securely and safely to prevent any loss or damage during transit.
  • The items for reverse pick up will be picked up within 4 business days from the date of request.
  • After the receipt of the item(s), if the product passes the basic quality check your request for returns would be processed.

Cancellation of Return Request

A request for a return once made can be canceled by contacting Customer Service at info@thepurplepony.com. In case the Logistics Service provider arrives to receive the shipment and you want to cancel the request, you may choose to inform the logistics service provider that you do not wish to return the product. 

For Credit Card/Debit Card/Net banking Transactions

As the charge on your credit card/account would have already been done online at the time you made the purchase and authorized the payment, we will provide a refund into the original mode of Payment.

In the case of refunds, banks normally take 4-5 business days to process a refund once it has been successfully initiated from our end.

Refunds will not be applicable in case a customer has self-shipped the item(s) and the package is lost in transit.

For COD (Cash on Delivery) Transactions

Refunds can happen via ponyperks Credits/Transfers into the customer’s bank account.

Refunds via ponyperks credits can be redeemed on the next purchase at thepurplepony.com within the validity date.

Refunds to bank accounts shall be processed within 7-8 business days.

Refunds cannot be processed to third-party bank accounts. The name of the customer initiating the refund should match the name of the bank account holder.

Cash Refunds are not allowed for COD orders.

Refunds will only be initiated after we have physically received the returned shipment. Therefore, refunds will not be applicable in case a customer has self-shipped the item(s) and the package is lost in transit.