Calender of Events

We want you to feel confident when booking or purchasing with PonyTales – Interactive™. Please read the information below carefully.

Returns

• If you change your mind, you may return unused physical items within 14 days of receipt, in line with UK Consumer Contracts Regulations.
   
• Items must be returned in unused, resaleable condition.
   
• Return postage costs are the responsibility of the customer, unless the item is faulty or incorrect.
   

Refunds

• Once we receive and inspect the returned item, a refund will be issued to the original payment method within 5–10 working days.
   
• Original postage costs are non-refundable unless the item is faulty.
   

Faulty or Damaged Items

• If your item arrives damaged or faulty, please contact us within 7 days of delivery with photographs.
   
• We will offer a replacement or full refund, including return postage where applicable.
   

Due to the nature of live events and limited-capacity sessions, different conditions apply.

Ticketed Events

• Tickets are non-refundable unless the event is cancelled by us.
   
• Tickets may be transferred to another child if you notify us in advance.
   
• In exceptional circumstances, we may offer a credit towards a future event, at our discretion.
   

Event Cancellations

• If an event is cancelled by PonyTales – Interactive™, you will be offered:
   
  • a full refund, or
     
  • the option to transfer your booking to a future date.
     

• Digital downloads (if applicable) are non-refundable once accessed or downloaded.
   

Please contact us at:
📩 Info@Ponytalesinteractive.com

Include:

• Your order number
   
• The item or event name
   
• Reason for return or enquiry
   

We aim to respond within 2–3 working days.

We are a small, community-focused organisation and aim to be fair, transparent, and understanding, particularly when supporting families with additional needs. If you are unsure or need to discuss a situation, please get in touch — we’re always happy to help where we can.