Refund policy

Return & Refund Policy

At The Golden Pony, we want you to love your purchase. If you're not completely satisfied, we offer exchanges for items of equal or greater value within 14 business days from the date of purchase.

How to Request an Exchange

To initiate an exchange, please email us at hello@thegoldenpony.ca with the following information:

  • Your full name
  • Order number
  • A brief explanation of the issue or reason for the exchange

Please note: Customers are responsible for all return shipping costs. We do not charge a restocking fee.

Exchange Eligibility

To qualify for an exchange:

  • Items must be in original condition, with all tags, packaging, and accessories intact.
  • If the item is not returned in original condition, it will be sent back to you at your expense.
Final Sale Items

The following items are final sale and not eligible for return or exchange:

  • Custom orders, including jewelry made in solid gold
  • Items marked as sale
  • Products listed as "Perfectly Imperfect"
Damaged in Transit

If your item arrives damaged due to shipping, please contact the shipping carrier directly to file a claim. We are not responsible for damages incurred in transit.

Incorrect or Defective Items

If your item is defective or not the product you ordered, please notify us immediately upon receipt by emailing hello@thegoldenpony.ca with:

  • A description of the issue
  • Photos of the item, if possible

We will review your request and offer a replacement or refund at our discretion. The item must be returned within 14 business days.

International Returns

We accept international returns under the following conditions:

  • Customers are responsible for return shipping and any applicable customs fees or duties.
  • Returned items must still meet all standard eligibility requirements listed above.