Refund policy

Refund Policy

Last updated: 22 May 2026

Your Legal Rights

Under the Consumer Rights Act 2015 and Distance Selling Regulations, you have legal rights when shopping online with us. This policy explains those rights and our returns process.

30-Day Return Policy

We want you to be completely satisfied with your purchase from Puuky. If for any reason you are not entirely happy with your order, you may return items within 30 days of delivery.

Consumer Rights Act 2015

If your item is faulty, not as described, or not of satisfactory quality, you have legal rights:

  • Within 30 days of delivery: You are entitled to a full refund if the item is faulty
  • After 30 days but within 6 months: You can request a repair or replacement. If this isn't possible, you're entitled to a full refund
  • The item must be: Of satisfactory quality, fit for purpose, and as described

Distance Selling - 14-Day Cooling-Off Period

Under distance selling regulations, you have the right to cancel your order within 14 days of receiving your items, for any reason:

  • 14 days to notify us: You have 14 days after receiving your item to tell us you want to cancel
  • 14 days to return: Once you've notified us, you have another 14 days to send the item back
  • Full refund: We'll refund the item price plus original delivery costs
  • Item condition: The item must be returned in the same condition you received it

Return Conditions

To be eligible for a return, items must be:

  • Must be unworn with original tags
  • In the original packaging
  • Free from damage, stains, or signs of wear
  • Accompanied by proof of purchase

Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

  • Underwear, lingerie, swimwear, and hosiery
  • Items marked as "Final Sale" or "Sale"
  • Personalised or custom-made items
  • Gift cards and vouchers
  • Items with damaged or removed tags/packaging

Return Shipping Costs

  • Customer Responsibility: You are responsible for return shipping costs
  • Faulty Items: We cover return shipping costs for faulty or incorrect items
  • Wrong Item Sent: We cover all return shipping costs and send the correct item

How to Return an Item

  1. Contact us first: Email post@puuky.com with your order number and reason for return
  2. Get Approval: Our team will review your request and provide return instructions
  3. Package the item: Use original packaging if possible, include all tags and accessories
  4. Ship the item: Send using a tracked shipping method to the address we provide
  5. Processing: Refunds are processed within 7 days of receipt

Refund Process

Once we receive your returned item:

  1. We'll inspect the item within 2 working days
  2. We'll email you to confirm the return has been processed
  3. Refunds are issued to your original payment method within 7 working days
  4. Your bank may take additional time to process the refund

Exchanges

If you'd like to exchange for a different size or colour:

  • Follow the normal returns process above
  • Place a new order for the desired item (to secure stock)
  • We'll process your refund once the original item is received
  • Exchanges are subject to stock availability

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us within 48 hours of delivery
  • Provide photos showing the damage or incorrect item
  • We'll arrange a free collection and replacement or full refund
  • No return shipping costs will be charged

Complaints and Disputes

If you're not satisfied with our response to your return:

  • Email our customer service team at post@puuky.com
  • We'll acknowledge your complaint within 24 hours
  • We'll provide a final response within 14 working days
  • You can contact the Citizens Advice consumer helpline on 0808 223 1133
  • Alternative Dispute Resolution is available through the Retail Ombudsman

Contact Information

Customer Service:
Email: post@puuky.com
Phone: +44 7418 377110
Address: Ravensbourne Rd, Bromley BR1 1HP, United Kingdom

Opening Hours:
Monday-Sunday: 7:00 AM - 9:00 PM
Email response: Within 24 hours

Regulatory Information

Puuky complies with the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and all applicable UK consumer protection legislation.

This policy does not affect your statutory rights as a consumer.