Refund policy

Returns
Our policy lasts 10 days. If 10 days have gone by since your purchase, we MAY offer a store credit if the item is in new, unused condition with the original tags, for an additional 20 days. After that time returns ARE NOT ACCEPTED!
All returns MUST be authorized by email (thecollectedpony@gmail.com), otherwise you will be subjected to a 20% restocking fee!

All returns must be shipped back within 3 business days of contacting us. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.

Bits are unable to be returned unless they have been purchased with the Bit Rental Program option. (See Bit Rental Program for terms and conditions).

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Thecollectedpony@gmail.com.

Store Credits can NOT be exchanged for cash. Any purchase with a store credit, if returned, will be refunded with store credit. 

Special Orders

Special orders are not returnable, unless the item is defective, or we made a mistake with your order.

Clearance items (if applicable)
Only regular priced items may be refunded, unfortunately clearance items cannot be refunded.

FLASH SALE ITEMS ARE RETURNABLE FOR STORE CREDIT ONLY. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Thecollectedpony@gmail.com and send your item to: 3386 Grande Road, Loxahatchee, FL 33470

You will be responsible for the shipping fees of the replacement item, the $100 free shipping does not apply to exchanges. 

Shipping
To return your product, you should ship your product to: 3386 Grande Road, Loxahatchee, FL 33470 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.