GUARANTEE OF SHOWPONY PRODUCT

Showpony guarantees that its products are of merchantable quality (or applicable mandatory guarantees or warranties of the law in the country of purchase). The guarantee does not apply if the Goods are damaged because you did not follow the instructions set out in the “Hair Care Information” link under the FAQs section of the Website or damaged as a result of normal wear and tear, bleaching, colouring or unreasonable use or neglect.

Showpony guarantee the tape against slippage for four to six weeks when our Hair Care Information policy and instructions are followed by using our specific hair care range.

All claims must be made within 30 days of purchasing our product (except for faulty products). Any claims made after this time will be reviewed at the discretion of Showpony. 

CONDITIONS FOR RETURN OF PRODUCT

Showpony allows returns of:

(a) Goods that do not conform to the guarantee above; or

(b) If you change your mind, but due to health regulations for hair extension products, only if they are in their original unopened packaging.

If you have not purchased the products directly from Showpony, then you must return the products to the place of purchase to request a refund or replacement. This applies if you have purchased our products from a salon, wholesaler or third party. No direct consumer complaints will be handled by Showpony unless specifically approved by Management.

RETURNS PROCEDURE

To organise a return, the following procedure should be followed.

1. Telephone + 46 733 98 78 78 to organize the return. One of our friendly team members will discuss your requirements and organize a *returns number, should your item(s) be eligible for return.
2. A returns form with your returns number will then be emailed to you for completion. This must be completed in full and emailed back to us at officeeu@showponyaus.com.au. A copy of the returns form (including the returns number) must accompany the products returned.
3. Ensure item(s) are in original packaging and suitable for resale or if you are returning any faulty hair, please plait the hair neatly and ensure the product is completely dry before sending.
4. Returns are to be sent back to Showpony Head Office at the customer’s expense (unless proven faulty), to: Showpony C/O Agility AB, Synnerödsvägen 2, 41878 Göteborg, Sweden.
5. Upon receipt of the returned goods, Customer Service will contact the customer within 2 business days with an update.
6. Any testing required will be completed within 5 business days.
7. Any replacements (subject to available stock) or refunds will be processed by our Customer Service team within 7 business days of receipt of the return.
8. Please do not return any goods without contacting us first. Any items returned without a valid returns number cannot be accepted.

INCORRECT SHIPMENTS

We request that any queries regarding incorrect orders or missing stock be reported to our Customer Service Department via free call [1800 233 386 in Australia or +61 7 5522 0488] immediately and within 7 working days of stock being received. This will enable us to fulfil your original order and allow us to correct your invoice and account promptly and correctly. Hair will not be accepted if it is not returned in original packaging and in original condition. 

REPLACEMENT OR CREDIT

For all warranty claims approved by Showpony, we will replace the product with the exact style and colour match as originally ordered. Customers will receive a credit or refund for the original cost if replacement is not commercially possible. A credit, refund or a replacement preference needs to be specified when completing the RA form and will be at Showpony’s discretion (subject to applicable law).

REPLACEMENTS NOT SUBJECT TO GUARANTEE CLAIMS

Any requests for a replacement or colour swap that is not the subject of a guarantee claim, will incur a 10% handling fee of the total value.

MANDATORY LAWS

If the terms of this returns policy are inconsistent with the laws of the country of purchase of Showpony products, then those laws prevail over these terms to the extent of such inconsistency.

RECOMMENDATIONS

Weft hair extensions / Mini Micro Bead hair extensions are only recommended for use on clients with medium to thick hair.

Tape hair extensions are recommended for all hair types – fine, medium and thick. Please note that customers with thick hair may require more than the recommended number of packets, to achieve the desired result.

Showpony’s Hair Care range is especially formulated for use on all hair extensions produced by Showpony. Do not use shampoo or products containing Argan or Moroccan oils, protein, citrus, high alcohol content, Keratin treatments or lauryl sulphate. This includes any medicated or toning shampoos and fake tanning products. Using these products may cause tape slippage and/or discolouration to your extensions and may void your warranty.