Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@pukatuka.com.

Returns from Orders Within the European Union:
For returns of articles from orders placed within the EU, items should be sent to the following address:

Av. Bombeiros Voluntários de Algés, nº75 B/C. 1495-027 Miraflores, Portugal.

Please ensure items are returned in their original condition. We recommend using a tracked shipping method, as we cannot be responsible for parcels lost or damaged during transit.

 We do not offer free returns.

Returns from Orders Outside the European Union:

For orders delivered outside the European Union, all sales are final and cannot be cancelled, returned or exchanged due to a change of mind, unless otherwise required by the mandatory consumer protection laws of the destination country.

Customers are kindly requested to inspect their order upon delivery. If an item is received damaged, defective, or incorrect, Pukatuka must be notified in writing within 7 days of delivery, together with supporting photographs.

Where a claim is accepted, Pukatuka will, at its sole discretion and in accordance with applicable law, repair, replace or refund the affected item.

No merchandise may be returned without prior written authorisation from Pukatuka. Any unauthorised returns may be refused and returned to the sender at the sender's expense.

For approved returns from destinations outside the European Union, any customs duties, import taxes, brokerage fees and return shipping costs shall be the responsibility of the customer, unless the return results from an error or defect for which Pukatuka is responsible.

You can always contact us for any return question at hello@pukatuka.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). 

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pukatuka.com.