Refunds & Returns Policy

Last updated: November 30, 2025

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Cancellations

A cancellation of an order will be considered up to 48 hours after purchase. If the cancellation is approved, the order amount will be refunded to the same payment method used to purchase the order less an administration fee.

We will not be liable for any fees or charges to you by your financial institution.  

After 48 hours from your order being placed we cannot cancel the order.

 

Refunds & Returns

We do not offer a “change of mind” refund so please choose carefully!

 

If your order arrives and it is the wrong item, please notify us within 1 day of delivery at info@sugarpony.com.au so we can correct the mistake and arrange an exchange.

 

Sometimes despite using reliable couriers, things can still go wrong and damages may occur. If your gift arrives damaged from transit, contact us within 1 day of delivery so we can investigate with our couriers and organise a replacement to be delivered. We require photos of the gift as delivered, showing the damaged box as well as how the gift itself looks once the box was opened and the bouquet taken out. Minor damage to the delivery box is acceptable if the bouquet inside is not damaged. You can email your photos to info@sugarpony.com.au

 

To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. To start a return, you can contact us at info@sugarpony.com.au

 

Once we receive details and photos to support your request for a return, we will supply you with a postage label to send the bouquet back to us. When we receive the bouquet we will make sure it meets the return condition and if so, a replacement will be sent to you within 5 business days of us receiving the returned bouquet.

Our plushies have limited quantities so exchanges or replacements are dependant on stock on hand. If a same replacement is not available, you will have the option to replace with a different plushie of your choice (from the in-stock options) or receive a refund.

Refunds will be processed to the original payment method used for your order within 5 days of us receiving the bouquet back.

Refunds may take up to 3 days to clear depending on your financial institution.

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