Refund and Returns Policy

Thank you for shopping with Puiia. We value your satisfaction and want to ensure that you have a smooth experience when shopping with us. This Refund and Returns Policy outlines your rights and our procedures regarding returns, exchanges, refunds, and cancellations. By placing an order on puiia.com, you agree to the terms and conditions described below. This policy applies to orders placed within the United States.

A. 60-Day Return Policy

At Puiia, your satisfaction is our top priority. That’s why we offer a 60-day return window from the date you receive your order. To be eligible for a return:

The item must be in its original condition, unworn or unused, with tags intact.
The product must be returned in its original packaging.
A receipt or proof of purchase is required to process your return.

Please note: Items that are returned worn, damaged, or without original tags and packaging may not be eligible for a full refund.

B. Missing Return Label? No Problem!

Our packages do not include a return label by default. If you would like to return or exchange an item, simply contact our support team at:

📧 support@puiia.com

We’ll promptly guide you through the return process and provide all necessary instructions.

C. How to Start a Return

To initiate a return or exchange, please email us at support@puiia.com with the following details:

Your order number and full name
A screenshot or copy of your order confirmation
The reason for the return or exchange
A photo or video of the item (especially if it’s damaged or defective)

We aim to respond to all return requests within 24 hours. Once your return is received and reviewed, we’ll send you a confirmation email. If your return is approved, your refund will be issued within 7 business days. Depending on your bank or credit card provider, it may take an additional 3-5 business days for the funds to reflect in your account.

D. Damaged, Defective, or Incorrect Products

We sincerely apologize if you’ve received a defective item or the wrong product. In such cases, we are happy to offer free exchanges or full refunds. Common eligible cases include:

Products that arrive damaged or broken
Items that are wrongly shipped or different in size/color from your original order

To resolve the issue quickly, please reach out to us at support@puiia.com with a description and photographic evidence of the problem.

E. Exchange Policy

We offer exchanges under the following conditions:

Product is damaged, defective, or the wrong size was delivered
Item is returned in original condition and packaging

To request an exchange, contact our team via support@puiia.com. For eligible cases, we will cover the return shipping cost.

Please note: We do not offer exchanges for items that are worn, used, or not in original condition.

F. Refunds

Once your return is received and inspected, you will receive an email confirming whether your refund has been approved. If approved:

The refund will be processed within 7 business days
The amount will be refunded to your original payment method
Banks or credit card companies may take 3–5 business days to complete the refund transaction

If your refund is declined, we will contact you with the reason and next steps.

G. Order Cancellations

We understand that sometimes plans change. If you need to cancel your order:

Please contact us within 12 hours of placing your order to receive a full refund
Orders that have already entered production or shipping cannot be canceled

Make sure to enter your correct shipping address when placing your order. Puiia is not responsible for orders that are lost or undelivered due to incorrect or incomplete shipping information provided by the customer.