Refund policy

Oh no! If you have received a product that is damaged or faulty or not as described please let us know within 7 days of purchase, we do not however refund for change of mind. We reserve our right to deny any claim or return.

We try and take the upmost care when we package your items to protect your order during transit. However, on rare occasions breakages can occur whilst in transit, this is outside of Ponfel’s control and as such Ponfel cannot be held responsible for damages caused by couriers, Australia Post or misuse and damage caused by other parties. If insurance is a provision for selection prior to you finalising your order we highly recommend you take this option.

We ensure that all products are working before leaving our premises, but in the unlikely event that you receive a faulty product, you should contact Ponfel within 7 days via email to sales@ponfel.com.au. Please send a photo of the item (if possible) so that we can evaluate the issue and make it right. It is essential that as soon as you become aware that a product is faulty that you cease using it immediately.

We do not offer refunds or exchanges unless the item is returned. You are responsible for the cost of returning goods to Ponfel. We recommend that you use a tracked delivery service. If there has been a change of mind, it is the customers' responsibility to meet all costs of the returned delivery and to take care that goods returned are in a reasonable condition.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  The item will be replaced or if we are sold out, we will offer store credit.  Any returns cost is the responsibility of the purchaser and the item must be in the original packaging.  

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Please note any shipping costs are non-refundable. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

At Ponfel we are committed to providing excellent customer service and want you our customer to be happy. Please contact us if you have any problems with any of our products on sales@ponfel.com.au or 0413 345 847