Returns Policy

We are a small, independent company and truly appreciate your order. We do our best to offer great artist-created products with helpful, responsive customer service. We have developed what we believe is a fair return policy as stated below; please note that by purchasing goods from Magic Pony, you have agreed to the following terms:

GENERAL RETURNS AND EXCHANGES POLICY 
Magic Pony wants you to love your stuff! If you bought a product online that wasn’t what you expected, you have 15 days since date of delivery to either exchange it or receive a store credit for the total amount paid discounting shipping costs (shipping costs are non-refundable). The product must be in its original condition. We do not offer refunds but we will try our best to exchange it with something else that you like. Magic Pony will not accept returns or exchanges on items purchased from any other stores. Items damaged due to customer abuse or negligence will not be accepted.

Please note that all discounted merchandise on sale is FINAL SALE.

RETURN OPTIONS 
Please use one of the following methods to return your order:

IN-STORE EXCHANGE/STORE CREDIT
 Our location at 2104 Dundas St West, Toronto, would be happy to accept your online purchase. Your return must be accompanied with your original receipt within 15 days of original purchase.

STANDARD SHIPPING METHOD
 
Prior to shipping your returned purchase, please contact our Web Sales department at 416-861-1684 or sales@magic-pony.com within 15 days from the date of delivery, for further instructions. We regret that we do not reimburse shipping costs.


TOY-SPECIFIC RETURNS, REFUNDS AND EXCHANGES

 Most of the figures we sell are collectible, made in limited runs and are often hand-painted or assembled. Slight imperfections are typical with this kind of product and most often enhance the value. However, if your merchandise has a significant defect right out of the box (e.g. the product is broken or missing parts, etc.), we’ll be happy to exchange it for a non-damaged item within 7 days of purchase. All other toy sales at magic-pony.com are final.

Please contact our Web Sales department at 416-861-1684 or sales@magic-pony.com within 
SEVEN (7) DAYS
 from the date of receipt. Provide images of the defective product with your name, email address and receipt number. Please note: Magic Pony will only accept defective returns for items that are received in their original packaging. Blister cards, accessories, plastic packaging, and anything else that came with the item must be included as well. If your return does not meet these conditions, you’ll be charged a 15% re-stocking fee or have your defective merchandise returned to you. Items damaged due to customer abuse or negligence will not be accepted.

CANCELLATION POLICY
 
If you wish to cancel your order before it has been shipped, call our Web Sales department at 416-861-1684 during store operating hours (Tues - Sat 11am - 6 pm). Please note that you will be charged a $25 CA cancellation fee. You will then receive receipts for this fee and the canceled order via email.



DEFECTIVE SOFT GOODS POLICY
 
Any product bag or piece of apparel suffering from a manufacturing defect may be returned or exchanged within three months of the date of purchase. "Defects" are mistakes in the manufacturing process and do not include damage from normal wear and tear or negligent usage. Magic Pony will determine the validity of manufacturing defect returns on a case-by-case basis. Email photos of the defective product tosales@magic-pony.com with your name, phone number and invoice reference number.

Thanks again for shopping with Magic Pony!