Delivery Information

Shipping Policy

Our aim is to package and post orders within 24 hours of receipt. Our delivery costs cover standard nationwide delivery. Order online anytime or call us to speak to one of our team for more information.

Returns Policy

1. Statutory right of withdrawal

You are entitled to withdraw from the contract without giving reason in accordance with the following:

  • If you purchased one product or several products which are delivered in one shipment, the instructions on the right of withdrawal in Section 1 of the Annex "Information on the right of withdrawal" apply.
  • If you purchased several products which are delivered in partial shipments, the instructions on the right of withdrawal in Section 2 of the Annex "Information on the right of withdrawal" apply.

2. Voluntary return right

Without limiting your statutory right of withdrawal or your statutory warranty rights set out above, you may be entitled to return or exchange your purchase in accordance with the following section which sets out our voluntary return policy.

Our voluntary return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange. To be eligible for a return under our voluntary return policy, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned under our voluntary return policy, i.e. we do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Some health and personal care items are also non-returnable. To complete your return under our voluntary return policy, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted (if applicable) Any item not in its original condition, is damaged or missing parts for reasons not due to our error Any item that is returned more than 30 days after delivery Refunds (if applicable) If you are not 100% satisfied with your purchase, you can return the product and get a refund under the voluntary return policy. Any product you return must be in the same condition you received it and in the original packaging. If your return is approved we will initiate a refund to your credit card (or original method of payment). You will receive credit in a certain amount of days, depending on your card issuer's policies. 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 hello@thepaintedpony.com.au. Sale items (if applicable): Only regular priced items may be refunded, unfortunately sale items cannot be refunded under the voluntary return policy. Shipping: To return your product under the voluntary return policy, simply drop into our salon or post your product to us. 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.

Annex "Information on the right of withdrawal"

Section 1

If you have purchased one product or several products which are delivered in one shipment, the following instruction on the right of withdrawal shall apply:

Information on the right of withdrawal
Right of withdrawal
  1. You have the right to withdraw from this contract within 14 days without giving any reason.
  2. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
  3. To exercise the right of withdrawal, you must inform us (The Painted Pony Skin Clinic, 784 Glenferrie Rd, Hawthorn, VIC, 3122, telephone: 98181803, email address: hello@thepaintedpony.com.au) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but this is not obligatory.
  4. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
  1. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
  2. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
  3. You will have to bear the direct cost of returning the goods.
  4. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Section 2

If you have purchased several products, which are delivered in partial shipments, the following instruction on the right of withdrawal shall apply:

Information on the right of withdrawal
Right of withdrawal
  1. You have the right to withdraw from this contract within 14 days without giving any reason.
  2. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
  3. To exercise the right of withdrawal, you must inform us (The Painted Pony Skin Clinic, 784 Glenferrie Rd, Hawthorn, VIC, 3122, telephone: 98181803, email address: hello@thepaintedpony.com.au) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but this is not obligatory.
  4. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
  1. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
  2. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
  3. You will have to bear the direct cost of returning the goods.
  4. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Section 3

You may use the attached model withdrawal form, but it is not obligatory.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

  1. To The Painted Pony Skin Clinic, 784 Glenferrie Rd, Hawthorn, VIC, 3122, telephone: 98181803, email address: hello@thepaintedpony.com.au
  2. I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
  3. Ordered on (*)/received on (*)
  4. Name of consumer(s)
  5. Address of consumer(s)
  6. Signature of consumer(s) (only if this form is notified on paper)
  7. Date

(*) Delete as appropriate.