Exchange, Refund and Returns Policies

PUMAS SHOP offers exchanges or returns, as long as no more than 30 calendar days have elapsed after receipt, that the defects are attributable to the manufacturer and not that there are no signs of use outside of ordinary use within the indicated period; The customer must pay for the return shipment to the Store and the Store will forward 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 shipment to the Store and the Store will return it as follows: yes 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 bank transfer, it is refunded in credit at the online pumas store, unless the Customer's payment method is not supported.

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

  • 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, shows signs of damage during shipping caused by the parcel company
  • The product delivered does not correspond to the one purchased on the portal, that is, a wrong product was sent
  • The product has not been personalized with any type of printing; that is, the customized products do not apply for any type of exchange or return, partial or total

To make the return or refund valid, you must inform the customer support team in the first 30 days from the date of delivery of the item and send photographs and / or videos that show how the package arrived.

Similarly, 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 thank the customer for taking a picture of the package during the delivery attempt.

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

No exchange, return or refund will be made on used products or products without a label attached to the product.

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

  • Email:
  • Telephone: 81 8342 9160


Last update: November 10, 2020.