You can easily exchange or return your item via your account dashboard.
To be eligible for a return, your product must be unused and in the same condition in which you received it. It must also be in the original packaging.
*Some product types are excluded from return.We do not accept returns of engraved or personalized products that have been customized and handmade just for you. This includes engagement rings and wedding rings, as well as products with "Custom" in the name. We are also unable to accept returns of gift vouchers.
In order to process your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds will be made: Any item that is not in its original condition, damaged, or for reasons not due to our error.
Refunds
Once your return has been received and inspected, we will send you an email to inform you of the receipt of the returned goods. We will also inform you of the approval or rejection of your refund or exchange product.
Once the return has been approved and processed, a credit will automatically be issued to your credit card or original method of payment within a few days.
Delayed or missing refunds
If you have not yet received a refund, first check your bank account again.
Contact your credit card company, as it may take some time for your refund to be credited to your account. Then contact your bank. It often takes some time for a refund to be posted. If you have done all this and still have not received your refund, please contact us at service@pukkaberlin.com.
Exchange
An exchange for another item is only possible in our stores. We do not carry out exchanges online.
Gifts
If the product was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit equal to the value of your return. Once the returned item has been received, a gift voucher will be sent to you.
If the product was not marked as a gift at the time of purchase or the buyer had the order shipped to themselves to give to you later, we will send the buyer a refund and they will be notified of your return.
Guarantee
Pukka Berlin GmbH provides the legally stipulated two-year warranty on material defects in our products. We reserve the right to individually inspect each product to determine the cause of damage. Products that have been damaged through improper use are excluded from the warranty. In addition, we offer a long-term warranty on products that are proven to have a manufacturing defect. We also provide extended support for any necessary repairs. As a favour, please contact us first via our customer service.
Shipping
To return your product, it should be sent by post to the following address: Pukka Berlin, Torstrasse 159, 10115 Berlin, Germany. Please contact us in advance.
Returns are free of charge within Germany. The shipping costs for returning the product outside of Germany are your responsibility and are non-refundable. If you receive a refund, the return shipping costs will be automatically deducted from it.
Depending on where you live, it may take a different amount of time for your exchanged product to arrive. You can find more information in the Shipping section.
If you want to send an item via 75€, you should use a trackable shipping service or take out shipping insurance. We do not guarantee that we will receive the returned product.