SHIPPING & RETURNS
*DELIVERY*
1.We aim to deliver the Product to you at the place of delivery requested by you in your Order and the delivery date and time indicated by us at the time of your order checkout (as updated in the Order Acknowledgement).
2.We will attempt to notify you if we expect to be unable to meet our estimated delivery date, but, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
3.Upon delivery of the Product, you may be required to sign for delivery. You may contact FLY PONY Customer Service via chat here. You shall be able to provide the documents delivered with the Product, upon request. If you have not received your Order but the order status is showing as ‘delivered’, please contact FLY PONY Customer Service here. Our Customer Service Team will advise you accordingly.
4.Please note that it might not be possible for us to deliver to some locations, in which event we will inform you using the contact details that you provided to us when you made your Order and arrange for cancellation of the Order or delivery to an alternative delivery address.
5.We deliver in our standard packaging.
6.All risk in the Product shall pass to you upon delivery, except that, where delivery is delayed due to a breach of your obligations under a Contract (for e.g. see point 8 below), risk shall pass at the date when delivery would have occurred but for your breach. From the time when risk passes to you, we will not be liable for loss or destruction of the Product. Any breach of obligations by you might impact your ability to shop on FLY PONY in the future.
7.If you are not available to take delivery or collection, we will attempt to contact you. A re-delivery will be attempted the next working day. You may also contact our Customer Service Team or the courier. Please refer here for more information.
8.If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not (within one week of our first attempt to deliver the Product to you) accept delivery or collect the Product from the carrier, we may (without affecting any other right or remedy available to us) do either or both of the following:
(a) charge you for any fee and other costs reasonably incurred by us; or
(b) no longer make the Product available for delivery or collection and notify you that we are immediately cancelling the applicable Contract, in which case we will refund to you or your credit or debit card company as applicable any money already paid to us under the Contract, less our reasonable administration charges (including for attempting to deliver and then returning the Product, and any storage fees as provided for in clause 8.8 (a) above).
9.You acknowledge that the Products are standard and not made bespoke to fit any particular requirements that you may have.
10.In event there exists a conflict of total cart size for free shipping entitlement, the value on our Platform shall prevail.
*RETURN POLICY*
No exchange or refund on all sale items.
Items must be returned within 14 days of their original shipment date in the same condition as it was sent in, unused, with all tags and labels attached for a full refund or exchange.
Items returned within 30 days of their original shipment date in the same condition as it was sent in, unused, with all tags and labels attached will be eligible for a store credit.
You can choose to receive your refund either as store credit to your both.com account or back to the original payment method. Exchanges are allowed only if the product is defective upon receipt.
Please note it may take 7-14 business days for the funds to show up on your account once the refund has been processed due to varying processing times between payment providers.
We currently do not provide return shipping labels. Delivery fees, duties and taxes will not be refunded for any return or exchange. All sale/discounted items are non-refundable.
Returns that do not meet our return/exchange policy will be sent back to you.
Under no circumstances can we accept a return in-store for online purchase.
In case of any dispute, the decision from FLY PONY shall be final.
*ONLINE INE RETURN PROCEDURE*
Contact us at info@fly-pony.com to request the return.
Please write your order number inside & outside the parcel and send it back to us within 14 days to our address as follow: (Customer need to bear the return shipping fee and any cost incurred)
ATX LIFESTYLE CO., LIMITED
G/F., No 43 Tung Street, Hong Kong
Email us your tracking no. and name of the courier service company as soon as you’ve proceeded with the return. This will help us processing your refund faster.
It is advisable that you insure the returned items as the onus is on you to take reasonable care of the goods and you will be liable if they are damaged or lost before they arrive at our warehouse.
The products may be returned by dispatching the package through a shipping agent of your choice. We also recommend that you use a secure, trackable means to return your order to us and that you retain proof of sending, in case of a dispute.