Exchange and return policy

PUMAS STORE offers exchanges or returns, as long as no more than 30 calendar days have passed after receipt, that the defects are attributable to the manufacturer and that there are no signs. of use outside of ordinary use within the stated period; the customer must pay for shipping back to the Store and the Store will resend it at no additional cost to the Customer. 

Likewise, when a refund is requested, the following procedure must be followed, within a period of no more than 30 calendar days after receipt, the customer must pay for the return shipping to the Store and the Store will refund them as follows: if the payment was by credit or debit card, it is refunded to the card, but if it was paid with cash at a convenience store, pharmacy, self-service or SPEI electronic transfer, it is refunded through an applicable gift card only at or through deposit to a bank account that the client has.

To apply an exchange or return, the following points must be met:

  • The product was not personalized (including name, number, patches, or any other customization available on or that has been personalized by the customer on their own)
  • The product has not been used and retains its original labels attached to the product.
  • The product has manufacturing defects, clearly not generated by the user.
  • The product arrived damaged to the recipient, it shows signs of damage during shipping caused by the parcel company
  • The product delivered does not correspond to the one purchased on the portal, meaning that the wrong product was sent
  • The product has not been personalized with any type of printing; That is, personalized products do not apply for any type of exchange or return, partial or total.

To make the return or refund valid, the customer support team must be informed within the first 30 days from the date of delivery of the item and send photographs and/or videos showing how the package arrived.

Likewise, if the package arrives damaged, we ask the customer not to accept it from the delivery person and indicate that it will not be accepted for that reason, and we appreciate the customer taking a photograph of the package during the delivery attempt.

Subsequently, inform the store's customer service that the package being delivered was damaged and was not accepted, send the photographs and we will immediately proceed to send the product to the customer again to the same address requested.

No exchanges, returns or refunds will be made on used products or products without a label attached to the product.

For any questions or clarifications, we invite users to consult with our customer service team through our means of communication:

  • Email:


Last update: October 11, 2023.