Do We Offer Refunds or Exchanges? Yes — we're happy to offer returns or exchanges within 30 days on all unopened and unused OG Ponytail hair extensions.
Order cancellations: A 30% cancellation fee applies to all cancelled orders. Once an order is placed, it is automatically allocated against incoming stock and secured within our production queue, including all Back Orders.
Returns: A 30% restocking fee applies to approved refunds for returned unopened items.
To be eligible, the security sticker on the compartment box must remain fully intact, untampered with, and unbroken.
The OG Ponytail must not be opened, worn, tested, removed from its packaging, or altered in any way.
Important Hygiene & Inspection Notice
OG Ponytails are made from 100% real human hair and are classified as a hygiene product.
Once the security sticker is removed, broken, lifted, cut, or tampered with in any way, the item is considered used (similar to underwear or earrings) and cannot be returned or exchanged under any circumstances.
All returns and exchanges are subject to inspection upon arrival at our warehouse. If our inspection finds any evidence of tampering, opening, wear, testing, or use, the item will be ineligible for refund or exchange, even if the product appears unused.
Refunds & Restocking Fee
For eligible, unopened OG Ponytails, we do offer refunds or order cancellations.
A 30% restocking fee applies to all refunds. This fee helps cover costs we still absorb, including:
✔ Original outbound shipping ✔ Picking & packing labour ✔ Materials & packaging ✔ Inspection & handling ✔ Banking & merchant fees ✔ Administration time
All refunds are processed minus the 30% restocking fee.
Thank you for your understanding — this policy allows us to maintain strict hygiene standards while keeping our products affordable and available 🤍
Exchanges (Standard Policy)
Each order is eligible for one (1) exchange only, provided:
✔ The OG Ponytail remains unopened ✔ The security sticker is fully intact and untampered ✔ The item passes inspection upon return
The first exchange is offered with no exchange fee. Return shipping costs apply.
If you require more than one exchange on the same order, we may be able to accommodate this at our discretion, provided the OG Ponytail remains completely unopened, sealed, and passes inspection.
An additional exchange fee of $45 AUD per extra exchange will apply to cover inspection, handling, administration, and reprocessing costs.
No. Due to hygiene regulations, opened or tampered human hair extensions cannot be returned or exchanged.
Any item received with a removed, broken, lifted, or tampered security sticker — or showing signs of use after inspection — will be automatically rejected and returned to the sender.
If you’re unsure before opening your OG, please reach out — we’re always happy to help.
Customers are responsible for return shipping costs. We strongly recommend using a tracked shipping service, as OG Ponytail cannot be held responsible for lost return parcels.
Returns / Exchanges Address
OG PONYTAIL PO Box 149 Thuringowa, QLD 4817 Australia
Need Help Choosing?
Every OG Ponytail includes a free tester swatch so you can check your colour match before opening your ponytail.
Our team is happy to help via Instagram DM, website chat, or email — we’ll help you find your perfect OG 🤍
MINI OG
CARAMEL BLONDE
14 INCH
GOLDILOCKS OG
PURE BLONDE
16 INCH
CUSTOM COLORED TO SUIT SEVERAL SHADES
SLIM OG
LIGHT BROWN
16 INCH
USED OG WAX TO BLEND NATURAL HAIR INTO THE OG SEAMLESSLY
This is my second OG ponytail, after first buying the mini. I love my mini so much and wear it every day, but decided to try the slim for more length and volume. It certainly did not disappoint. The hair itself is beautiful, soft and glossy and the colour blends so well with my hair. I absolutely love OG ponytails, they have done wonders for my confidence!
