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At Pucau, we want every order to be a smooth and satisfying experience. Because each product is custom-made for you, please review the key points below — and see our full Return & Refund Policy for complete terms.

1. Order Cancellations

• Window: Cancel within 6 hours of purchase for a full refund.
• After 6 hours: The order enters production and cannot be canceled. Treated as a "Change of Mind" return if you no longer want it.
• How to request: Email [email protected] with your order number in the subject line.

2. 30-Day Return Window

Returns and refund requests must be submitted within 30 days of delivery. After 30 days, the order is considered accepted and no refund or exchange will be offered.

3. Exchanges

We offer exchanges only for defective items, incorrect items, wrong sizes, or products damaged in transit. We do not exchange products for change-of-mind reasons such as sizing or color preference.

4. Valid Grounds for a Refund

You are eligible for a full refund or free replacement if:

• The item arrived damaged or has a manufacturing defect.
• The printed design does not match what you ordered.
• The size, material, or product received differs significantly from your order or its description.

Clear photo or video evidence is required.

5. Return Conditions

If a physical return is authorized, the item must be:

• Unused, unwashed, and in its original condition.
• With all original tags and packaging.
• Returned only after written approval from our support team.

6. How to Start a Return

1. Email [email protected] within 30 days.
2. Include your order number, full name, reason, and clear photos/video of the issue.
3. Our team will review and respond within 24–48 hours.

7. Return Shipping Costs

• Free for defective, damaged, or incorrectly delivered items.
• Customer pays for change-of-mind or incorrect order returns.

8. Refund Processing

Refunds are issued to your original payment method within 7 business days of receiving and inspecting the returned item. Your bank may take an additional 3–5 business days for the funds to appear in your account.

9. Contact

Address: 2002 Broadway, Boulder, CO 80302, USA

Email: [email protected]

Support Hours: 8:00 – 17:00 GMT -7 Time Zone