Refund policy

You can easily cancel or return your item via your account dashboard – fastest through our returns form.

By law, you have a 14-day right of withdrawal. On top of that, we voluntarily give you a 30-day return period from delivery for products bought online*. Once the 30 days have passed, we unfortunately can no longer offer a refund or exchange – but feel free to reach out to us if you're unsure.

For us to accept your return, your product should be unused, in the same condition as when you received it, and in its original packaging. Please also keep your receipt or proof of purchase handy. If an item is no longer in its original condition or is damaged for reasons that aren't on our side, we may only be able to refund part of the amount.

* Excluded are pieces individually made for you – engraved or personalised products, ring designs developed together with you, engagement and wedding rings, as well as products with "Custom" in the name. We also cannot take back gift cards.

Your Right of Withdrawal

As a consumer, you have the right to withdraw from this contract within fourteen days without giving any reason. (A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession.)

The withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods.

To exercise your right of withdrawal, you must inform us

Pukka Berlin GmbH, Nassauische Str. 48, 10717 Berlin Tel. +49 (0)30 31199532 · service@pukkaberlin.com

of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). The quickest ways are:

Cancel contract – via our online withdrawal function you can cancel your contract directly, just as easily as you placed your order. You'll find it in the footer of our website. You select the relevant contract or item and confirm the withdrawal.
Alternatively, you can use the online withdrawal form or request a return in your dashboard for the relevant order.

If you do so, we will send you confirmation of receipt of your withdrawal without delay (e.g. by email). To meet the deadline, it is sufficient that you send your notification before the fourteen-day period expires.

Consequences of Withdrawal

If you withdraw from this contract, we will refund all payments we have received from you, including delivery costs (except for the additional costs arising from your choice of a delivery method other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days from the day on which we receive notification of your withdrawal. We use the same means of payment as in your original transaction; you will not be charged any fees for this refund.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned them – whichever is the earlier.

You must return or hand over the goods to us without delay and in any event no later than fourteen days from the day on which you notify us of the withdrawal. The deadline is met if you send the goods before the fourteen-day period expires. You only have to pay for any loss in value of the goods if this loss results from handling them in a way that was not necessary to check their nature, characteristics and functioning.

Good to know: Within Germany, we cover the cost of return shipping for you voluntarily (see "Return Shipping" below).

Exclusion and Early Expiry of the Right of Withdrawal

The right of withdrawal does not apply to contracts

for the supply of goods that are not prefabricated and for the production of which an individual choice or decision by you is decisive, or that are clearly tailored to your personal needs. For us, this includes in particular individually designed jewellery – e.g. unique ring designs developed together with you, engraved or personalised pieces, engagement and wedding rings, and products with "Custom" in the name;
for the supply of goods that may deteriorate quickly or whose expiry date would soon be exceeded;
for the supply of alcoholic beverages whose price was agreed at the time the contract was concluded, but which can be delivered no earlier than 30 days after conclusion of the contract, and whose current value depends on market fluctuations beyond our control;
for the supply of newspapers, periodicals or magazines, with the exception of subscription contracts.

The right of withdrawal expires early for contracts

for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene, if their seal was removed after delivery;
for the supply of goods that, after delivery and due to their nature, were inseparably mixed with other items;
for the supply of sealed audio or video recordings or sealed computer software, if the seal was removed after delivery.

Gift cards are also excluded from returns.

Our Voluntary 30-Day Return Policy

Beyond the statutory right of withdrawal, we voluntarily grant you 30 days from delivery to return products bought online. Once 30 days have passed since delivery, we unfortunately can no longer offer a refund – but feel free to reach out to us if you're unsure.

For us to accept a return, your product must be unused and in the same condition in which you received it, and in its original packaging. To process it, we need a receipt or proof of purchase. The exclusions listed above (individually made products, gift cards, etc.) also apply here.

In certain cases we issue only a partial refund: for items that are not in their original condition, are damaged, or for reasons that are not down to a mistake on our side.

Refunds

Once your return has reached us and been inspected, we will notify you by email that we have received the goods and whether we approve your refund. If it is approved and processed, we will credit the amount automatically to your original payment method within a few days.

Late or Missing Refunds

If you haven't received a refund yet, please first check your bank account again. Then contact your credit card company, and after that your bank – it can take some time for a refund to be posted. If you have done all of this and the refund still hasn't arrived, please contact us at service@pukkaberlin.com.

Exchange

An exchange for a different item is only possible in our stores. We do not offer exchanges online. Your statutory right of withdrawal remains unaffected by this.

Gifts

If the product was marked as a gift at purchase and shipped directly to you, you will receive a gift credit for the value of your return. Once the item reaches us, we will send you a gift voucher.

If the product was not marked as a gift at purchase, or the buyer had the order sent to themselves to give to you later, we will refund the buyer, who will be informed of the return.

Warranty & Guarantee

Pukka Berlin GmbH provides the statutory two-year warranty against material defects in our products. We reserve the right to inspect each product individually to determine the cause of a defect. Products damaged through improper use are excluded.

In addition, we provide a long-term guarantee on products with a verifiable manufacturing defect and offer extended support for any repairs needed. Please contact our customer service first in such cases.

Return Shipping

Please contact us before any return. Then send your product by post to:

Pukka Berlin, Torstrasse 159, 10115 Berlin, Germany

Within Germany, returns are free for you. Outside Germany, you bear the cost of return shipping yourself; these costs are non-refundable. If you receive a refund, we automatically deduct the cost of return shipping from it.

How long an exchanged product takes to reach you depends on where you live. You'll find more details in the Shipping section. For items over €75, we recommend a trackable shipping service or shipping insurance – otherwise we cannot guarantee receipt of returned products.