Refund policy

Puella, we are committed to ensuring that you love your purchase. If you are not completely satisfied with your order, we offer a 5-day return and exchange policy from the date of delivery. Please review the terms and conditions below for a smooth return or exchange process.

Eligibility for Return & Exchange

• Timeframe: Returns or exchanges must be requested within 7 calendar days from the date of delivery.
• Condition: Items must be in their original, unworn, unwashed, and undamaged condition, with all tags and packaging intact. We reserve the right to refuse returns or exchanges for items that show signs of wear or have been altered.

How to Return or Exchange an Item

• Contact Us: To initiate a return or exchange, please contact our Customer Support team at 01294069155 within 5 days of receiving your order. Please provide your order number and details of the item you wish to return or exchange.
• Return Authorization: After contacting us, you will receive a Return Authorization (RA) number. This is required for all returns and exchanges. Please ensure that the RA number is included in your return package.
• Shipping: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking. Shipping fees for exchanges may be covered depending on the circumstances, but customers will be notified accordingly.

Refunds

• Refund Method: Refunds will be issued to the original form of payment once the return is processed. Please allow up to 7 business days for the refund to reflect in your account, depending on your payment provider.

Exchanges

• Exchanging Items: If you wish to exchange an item for a different size or color, please inform our Customer Support team within the 5-day return window. If the item is in stock, we will process your exchange and send the new item to you.
• Availability: Exchange requests are subject to product availability. If the item you want to exchange is out of stock, we will notify you and offer a full refund or store credit.

Damaged or Defective Items

If your item arrives damaged or defective, please contact our Customer Support team immediately upon receiving your order. We will work with you to resolve the issue, either through a replacement, exchange, or full refund.

We strive to ensure you are completely satisfied with your Puella purchase. If you have any questions or need further assistance, please don’t hesitate to reach out to our Customer Support team.

PUELLA CUSTOMER SUPPORT TEAM
contact@puella.co.in
01294069155