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At Pucau, we take pride in our custom-crafted products. Because your items are made specifically for you, we have established the following guidelines to ensure a fair and transparent experience.

1. Order Modifications & Cancellations

Timing is critical for custom orders. If you need to change or cancel your purchase:

• Window: Requests must be submitted within 6 hours of order placement.

• Production Status: Once an order enters our production workflow, we can no longer accept cancellations or changes.

• How to reach us: Email [email protected] immediately. Please include your Order Number in the subject line for priority handling.

2. Exchange Policy

Please double-check your selection before finalizing your payment. Since every item is made-to-order, we do not offer exchanges for customer errors, such as:

• Incorrect sizing or color choice.

• Wrong design selection.

• Typographical errors in shipping addresses.

3. The 30-Day Guarantee

We offer a 30-day window for return or refund requests, starting from the date the carrier marks your order as "Delivered." Beyond this 30-day period, the order is considered final, and no replacements or refunds can be processed.

4. Valid Grounds for Refund or Replacement

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

• The product arrives damaged or has manufacturing defects.

• The item received is different from what you ordered (wrong size, design, or material).

• The product significantly deviates from the description provided on our website.

Note: We will require clear photo or video evidence to verify the discrepancy or damage.

5. Condition of Returned Items

Should a physical return be authorized by our team, the item must meet these criteria:

• Unused, unwashed, and in its original condition.

• Original tags attached (where applicable).

• Packed securely in its original packaging.

• Important: Items sent back without prior written approval from Pucau will not be eligible for processing.

6. How to Initiate a Request

1. Contact Us: Email [email protected] within the 30-day window.

2. Submit Details: Provide your order number, proof of purchase, and clear media (photos/videos) of the issue.

3. Review: Our support team will review your case and respond with instructions within 2–3 business days.

• Please do not mail items to our office until you receive a formal confirmation.

7. Shipping Costs for Returns

• Pucau Error: If the return is due to a defect or our mistake, we cover the costs of the replacement or issue a full refund.

• Other Eligible Returns: For any other approved returns, the customer is responsible for the return shipping fees. We recommend using a trackable service; we cannot guarantee a refund if the returned package is lost in transit.

8. Refund Processing

Once we receive and inspect your return:

• Approval: We will issue a refund to your original payment method within 2 business days.

• Banking Lag: It typically takes 5–15 business days for the credit to appear on your statement, depending on your bank’s processing times.

9. Contact Information

Address: 2002 Broadway, Boulder, CO 80302, USA

Email: [email protected]

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