RETURNS POLICY

 

PUMA is committed to your happiness. We want you to be as pleased with your purchase as we are in serving you. You may return selected PUMA products in their original, unused condition for a full refund of the merchandise value. We will gladly accept your return within 14 days from the date you receive your order.

The PUMA product has to be fulfilled in these conditions to be eligible for returns.

1. Product(s) must be in its original condition with its original packaging.
2. Product(s) with information tags must still be intact.
3. Product(s) must not be washed, used or altered.

We encourage you to capture a video or photograph of the product upon receipt to serve as documentation for any future comparisons or potential complaints.

To make returning your goods easy and cheap, you don't need to pay return fees and we will cover the costs! To carry out this return service, we provide a return method, namely by picking up goods. You only need to pack the items to be returned using the packaging used for your delivery and then seal the packaging using adhesive. Do not use adhesive on the original product packaging because the damage caused cannot be repaired and return requests will be rejected.

Please contact our customer service at [email protected] with the following information for either return options.

 

Return Request Procedure

Here are the steps to return an item:

1. Click the following link, enter your order number and email.
2. Complete your return information.
3. Once completed, you will receive a “Return Note” and an email containing information with a return receipt.
4. Requests for automatic pick-up of items run on our system. Estimated pick-up of items by our logistics partner is 1-5 working days after you have completed the return form.
5. Make sure the item has been packed according to the recommended provisions and print the “Return Note” provided or write the "Order Number" on any free space.
6. Hand over the package to our logistic partner and make sure the “Return Note” or "Order Number" is attached to your package. 
7. You can track the return status with the tracking receipt sent via email.

Note: An example of a "Return Note" can be seen below

 

Delivery and Shipping charges

Delivery and shipping charges are not refundable, except in cases of refunds due to manufacturing or material defects.

 

Return Exceptions

For health, hygienic and other economic reasons, PUMA does not accept returns on gift cards, undergarments (not including bras), shoe care, face masks, socks and personalized products. PUMA holds the right to approve or reject and this depends on a case-by-case basis. Custom product orders are non-refundable, except in cases of manufacturing or material defects, in which case you may contact customer service via phone or email for assistance.

 

Refund for Returned Items

Returns generally take 2-4 weeks to process. Credit refunds will be issued to the original payment method.

Kindly note for Refunds, PUMA will only commence refund process upon receiving of goods at our facility and verifying that the returned products meet the return conditions (estimated 1 – 2 weeks).

 

Modification of Returns Policy

We may modify these Returns Policy at any time by posting the modified Returns Policy on the Website. Any modification will apply to the return from the time being posted on the Website or a later effective date stated in the modified Returns Policy.

It is your responsibility to regularly check and understand the current Returns Policy before you make use of the Website or the Content. In any case, we will also notify you of the change, and you will be required to consent to the updated Returns Policy.

 

Language

This Returns Policy is made in both English and Vietnamese, and both versions are equally valid. In case of any inconsistency or difference in interpretation between the two, the Vietnamese version shall prevail. The English version shall be deemed automatically amended to align with and conform to the Vietnamese version.