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At Pucau, we want every order to be a smooth and satisfying experience. This Return & Refund Policy explains how to cancel, return, exchange, and receive a refund. These terms apply to customers in the United States, Canada, the United Kingdom, Australia, and most of Europe.Support Email: [email protected]Eligibility Window: Requests must be submitted within 30 days after delivery.

A. 30-Day Return Policy

Our policy is valid for 30 days from the completion of the delivery process. To be eligible for a return, the product must be in its original condition — unused, with all original tags and packaging intact. A valid receipt or proof of purchase is required. After 30 days, the order will be considered accepted by the customer and no refunds or exchanges will be offered.

B. Return Label

Return labels are not automatically included with your order. To start a return, please email [email protected] and our team will share the next steps with you.

C. Return Process

To request a return, please email [email protected] with the following information:

1. Order number and your full name
2. Proof of purchase (screenshot or receipt)
3. Reason for return
4. Provide clear video or photographic evidence if the product is faulty or damaged

After review and approval (usually within 24–48 hours), you will receive confirmation via email. Refunds will be processed within 7 business days.Please note that the bank may need an additional 3–5 business days for the funds to be transferred to your account.

D. Damaged, Defective, or Wrong Items

Please check your order immediately upon receipt. In case the product is incorrect, defective, or damaged, please contact [email protected] immediately so that we can assess the situation and provide an appropriate solution.

E. Exchanges

We provide exchanges only for defective items, incorrect items, incorrect sizes, or products damaged in transit. To arrange an exchange, please email [email protected].

F. Return Shipping Costs

• Return shipping is free when the item is defective, damaged, or shipped incorrectly. If the return is due to a change of mind or because the wrong item was ordered, the customer covers the return shipping cost. Each return request must include clear photos or a short video that shows the item and the reason for the return.

G. Refund

Refund processing may take up to 7 business days from the date we receive your returned item. Once we receive and inspect the package, we will send a confirmation email and proceed with your refund.If you haven't received your refund: Please double-check your bank account. Then, contact your credit card issuer, as it may take some time for the refund to be officially posted. Depending on your card issuer's policy, it may take an additional 10 to 15 business days for the refund to appear in your account.If you have done all of the above and still have not received your refund, please contact us at [email protected] and we will assist you within 24–48 hours.

H. Order Cancellations

Orders may be canceled within 6 hours of purchase for a full refund. After this window, cancellations are treated as a "Change of Mind" return and must follow the return process. 'Important: Please ensure your delivery address is correct. Orders returned due to an incorrect or incomplete address are the customer's responsibility.