Refund policy

30-Day Easy Returns

At Puili (www.puili.com), we want you to love your purchase. If, for any reason, you’re not fully satisfied, we offer a simple and transparent return process in line with Google Merchant Center requirements for our customers in the United Kingdom, the United States, and Italy.

Return Policy Overview

• Return Window: You have 30 days from the day you receive your order to initiate a return.
• Condition: Items must be unused, in their original condition, and returned with original packaging.
• Easy Returns: Our customer support team will guide you through every step.
• Territorial Scope: This Returns & Refund Policy applies to all purchases made within the United Kingdom, the United States, and Italy.

Return Costs

For Defective or Incorrect Products:
If your item arrives defective, damaged during transit, or incorrect, we will cover all return shipping costs at no charge to you.

For Customer Remorse (Change of Mind):
If you purchased the wrong item, the item does not fit, or you no longer want it, you are responsible for the return shipping cost. All original shipping fees are non-refundable.

Restocking Fee:
We do not charge any restocking fees. (€0.00 / $0.00 / FREE)

How to Return an Item

1. Contact Us: Email our support team at info@puili.com with your order number and the reason for your return.
2. Pack Your Item: Securely repackage the item in its original packaging with all accessories, tags, and documents.
3. Send It Back: Ship the package using the instructions provided in your return authorization email. Please note: All international returns (including those from the United States and Italy) must be sent to our central facility located in the United Kingdom.

Refund Process

• Inspection: Once your return is received, we inspect the item to confirm it meets our return conditions.
• Refund Processing Time: Refunds are processed within 7 business days after inspection.
• Currency: Refunds will be issued in the original currency of purchase (GBP, USD, or EUR).
• Bank Processing Time: It may take an additional 3–7 business days for the refund to appear on your original payment method.

Exchanges

Need a different size, color, or product? Simply contact us and we will assist you in arranging a fast and easy exchange.

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return. Any such items will be clearly marked as non-returnable on the product page.

Contact Information

Store Name: Puili
Address: 124 City Road, London, EC1V 2NX, United Kingdom
Email: info@puili.com
Phone: +44 7537 167863

Customer Service Hours

Monday to Friday: 9:00 AM – 5:00 PM (GMT/London Time)

We aim to reply to all emails within 1–2 business days (Monday to Friday).