Returns & Refunds
We hope you love your Pamuka piece. However, if you change your mind about a standard, non-personalized product, you may request a return within 14 days of receiving your order.
To request a return, please contact our Customer Care team at info@pamuka.co before sending your item back. Please include your order number and the item(s) you wish to return.
Return Conditions
To be eligible for a return:
- Your return request must be made within 14 days of receiving your order.
- The product must be returned in its original condition and must not have been used, washed, damaged or altered beyond what is reasonably necessary to inspect it.
- Where possible, please return the product with its original packaging, labels and accessories.
- Personalized products and items made to your specific measurements cannot be returned or exchanged for change of mind.
Once your return request has been reviewed, our Customer Care team will provide you with the return instructions and return address.
Please do not send a return before contacting us.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for the direct cost of returning the product to Pamuka.
We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.
If you received an item that is damaged, defective or different from what you ordered, please contact us before returning it. In these circumstances, Pamuka will arrange the appropriate solution at no additional cost to you.
Personalized & Custom-Made Products
Many Pamuka products are made especially for you.
Products personalized with names, initials or other customer-selected personalization, as well as products made to customer-specific measurements, cannot be returned or exchanged for change of mind.
Personalized and custom-made orders may only be cancelled within 24 hours of placing the order, provided production has not yet started.
This does not affect your rights if your item arrives damaged, defective or different from what you ordered.
Damaged, Defective or Incorrect Items
Every Pamuka piece is carefully inspected before leaving our workshop. If your order nevertheless arrives damaged, defective or incorrect, please contact us as soon as possible at info@pamuka.co.
Please include your order number and clear photographs of the item and, where relevant, its packaging.
Once the issue has been reviewed and confirmed, we will arrange a replacement at no additional cost to you.
Exchanges
We do not currently process direct exchanges.
If you would like a different standard product, size or color, please return the eligible item following our return procedure and place a new order for your preferred item.
Personalized and custom-made products cannot be exchanged for change of mind.
Refunds
Once your return has been received, it will be inspected by our team.
If the return meets the conditions above, your refund will be issued to the original payment method.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.
Where permitted by applicable law, any reduction in value resulting from handling beyond what is necessary to inspect the nature, characteristics and functioning of the product may be reflected in the amount refunded.
Your Consumer Rights
Nothing in this Returns & Refunds Policy limits or excludes any rights you may have under applicable consumer protection laws.
If you have any questions before making a return, our Customer Care team will be happy to assist you at info@pamuka.co.