We want to ensure that your shopping experience with us is enjoyable and satisfactory. However, we understand that sometimes things may not work out as planned. If this happens, we have a general return/exchange process to assist you.
General Return/Exchange Process
Step 1: Initiate Your Return & Exchange If you need to initiate a return or exchange, please send us an email at service@pumuts.com with your order number. Our customer service team will provide professional and helpful suggestions to guide you through the return & exchange process.
Step 2: Ship Your Product Back After we approve your request and provide our return/exchange address, please return the item within 7 days following our instructions. We recommend using a tracking service for delivery confirmation, as we can only issue a refund/exchange once we receive the product back. Please note that we do not cover the shipping fee for returning products.
Step 3: Refund/Exchange Upon receiving your return, we will inspect the item within 3-5 working days and process either a replacement for an exchange or a refund.
Please note: Before returning the product, kindly contact us to initiate the return/exchange process. Returning the product directly at delivery or to the local post office without prior contact will not be accepted. You can email us at service@pumuts.com with "RETURN" in the email subject line. Moreover, we only issue refunds/exchanges for items within the scope of our Return/Exchange Policy.
Returns may be made within 14 days from the date you received your items. Please do not send return items to the sender's address indicated on the package. Contact our customer service at service@pumuts.com to obtain the exact return address that matches your order.
Non-Refundable/Exchangeable: While we strive to provide high-quality products and services, we only accept returns/exchanges for defective products. Please note that sizing issues, changes of mind, damages due to use, washing, self-repair, or other human interventions do not qualify as quality issues.
To qualify for a return/exchange, all items must be unworn, unused, and in their original condition with original packaging and tags attached. We cannot refund garments that appear to have been worn, washed, or altered. Please note that items sent as replacements or exchanges are non-refundable. Customers are responsible for return shipping costs.
Please be aware that Pumuts.com is not liable for failed delivery attempts due to customer negligence. Negligence includes but is not limited to, refusal of shipment confirmation and incorrect or incomplete consignee information such as the order address, contact number, or consignee name. In such cases, we cannot issue a refund. If you find that your order information is incorrect, please contact us at service@pumuts.com with your order number and correct information as soon as possible. We are happy to assist you.
Once your returned items have been received and confirmed to meet our outlined refundable conditions at our warehouse, we will initiate your refund or exchange within 5 business days. There is no extra cost to you.
For optimal customer service, we will notify you via email upon receipt of your return package and inform you if the items qualify for a refund.
We will send you a second email once the refund has been processed; please allow up to 7 days for the funds to arrive.
If you have not heard from us after 7 days or have any inquiries regarding your refund/exchange, please get in touch with us at service@pumuts.com.
Thank you for shopping with us! We look forward to serving you again soon.
If the delivery is unsuccessful due to customer reasons, the customer will be responsible for the secondary delivery costs. You need to click on the secondary delivery link on our website, and we will arrange express delivery for re-delivery.
Best Regards,
PUMUTS Team
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