Widerrufsrecht

Return & Refund Policy

FlatpackPony
Last updated: September 30th, 2025

Thank you for shopping with FlatpackPony. We want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures regarding returns, refunds, and product issues.

1. Right of Withdrawal (EU Customers)

In accordance with EU consumer law, you have the right to withdraw from your purchase within 14 calendar days of receiving the goods, without providing a reason.

To exercise this right, you must notify us via email at:

📧 flatpackpony@gmail.com

You then have an additional 14 days to return the goods to us.

2. Return Conditions

To be eligible for a return:

  • Items must be unused, undamaged, and in original packaging.

  • You must provide proof of purchase (e.g. order number or receipt).

We cannot accept returns for:

  • Custom-made, Print On Demand or personalized items

  • Perishable goods

  • Hygiene-sensitive products (e.g., cosmetics) if unsealed

  • Items returned after the 14-day window (unless faulty)

3. Return Procedure

  1. Email us at flatpackpony@gmail.com with your order number and reason for return (if applicable).

  2. We will send you the return instructions, including the address to send your item to.

  3. Return shipping costs are the customer’s responsibility, unless the item is defective or sent in error.

Note: Items must not be sent without prior approval or outside the instructed return channel — unauthorized returns will not be refunded.

4. Refunds

Once your return is received and inspected, we will notify you via email. If approved:

  • A refund will be issued to your original payment method within 2 business days.

  • We do not charge restocking fees.

Refunds apply only to the item price. Any express or premium shipping fees are non-refundable.

5. Damaged or Incorrect Items

If your item arrives:

  • Damaged

  • Defective

  • Not as described

Please email flatpackpony@gmail.com within 48 hours of receiving the item, including:

  • Your order number

  • Clear photos of the product and packaging

We will either:

  • Replace the item, or

  • Offer a refund, depending on availability and your preference.

6. Late or Missing Refunds

If you haven’t received a refund after 10 business days:

  1. Check your bank or card provider.

  2. Contact your payment processor.

  3. If the issue persists, email flatpackpony@gmail.com and we’ll assist promptly.

7. Exchanges

We do not currently offer direct exchanges. If you wish to change an item, please return the product as described above and place a new order.

8. Contact Us

📧 Email: flatpackpony@gmail.com
🌐 Website: https://flatpackpony.com