Refund & Returns Policy

At Puntoofa, every order helps support our content, community, and future projects. As all of our products are made to order especially for you, we encourage you to read this policy carefully before placing your order.

By placing an order through our website, you acknowledge that you have read and agreed to this Refund & Returns Policy.

Made-to-Order Products

All Puntoofa products are produced on demand once an order is placed. Because each item is made specifically for you, we are unable to accept returns, exchanges or cancellations for correctly produced items.

Please review your order carefully before completing your purchase, including your product selection, colour, size and shipping details.

Returns, Refunds & Exchanges

Unless required by applicable consumer protection laws, all sales are final.

We do not offer refunds, returns, exchanges or cancellations for:

• Change of mind.

• Ordering the wrong item.

• Incorrect size selected.

• Incorrect colour selected.

• Accidental or duplicate purchases.

• Items arriving after a desired date.

• Shipping delays outside our control.

• Gift purchases where the recipient no longer wants the item.

• Digital products once they have been delivered or downloaded.

• Custom, personalised or made-to-order products that have been correctly produced.

Damaged, Defective or Incorrect Items

If your order arrives damaged, contains a manufacturing defect, or you receive the wrong item, please contact us within 14 days of delivery using the Contact page on our website.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs of the item.

• Photographs of the packaging, where applicable.

Once we receive your enquiry, we will investigate the issue with our fulfilment partner and determine the appropriate course of action.

Please do not return any products unless we specifically instruct you to do so. Unauthorised returns will not be accepted.

Lost Packages

If tracking confirms that your parcel has been delivered, we cannot provide refunds or replacements for packages that are:

• Stolen after delivery.

• Lost after confirmed delivery.

• Delivered to the address provided at checkout.

• Collected by another household member or authorised person.

If your package appears to be lost in transit before delivery, please contact us so we can investigate with the shipping carrier.

Shipping

Delivery estimates are provided as a guide only and are not guaranteed.

Shipping times may vary due to customs processing, carrier delays, weather events, holidays or other circumstances beyond our control.

Shipping delays do not qualify for refunds.

Incorrect Shipping Information

Customers are responsible for ensuring all shipping information is accurate before placing an order.

If an incorrect address is provided:

• Orders may not be able to be changed once production has started.

• Additional shipping charges may apply if the order needs to be resent.

• We are not responsible for orders delivered to the address supplied during checkout.

Unclaimed or Returned Orders

If an order is returned because it was unclaimed, the delivery address was incorrect, or customs fees were refused, we may require payment of additional shipping costs before the order can be resent.

Original shipping costs are non-refundable.

Sizing

Please check the sizing guide for each product before placing your order.

As every item is produced specifically for your order, we cannot offer refunds or exchanges because the selected size does not fit.

Colours & Product Images

Actual colours may vary slightly due to monitor settings, device displays, lighting conditions and normal manufacturing variations.

Minor differences in print placement, colour or appearance are not considered defects.

Digital Products

Unless required by law, digital downloads and digital products are non-refundable once they have been delivered or accessed.

Fraud & Chargebacks

We reserve the right to refuse refunds, replacements or future orders where we reasonably believe there has been fraudulent activity, abuse of this policy or misuse of our services.

If you experience a problem with your order, please contact us before initiating a chargeback so we have the opportunity to investigate and resolve the issue.

Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws. Where local laws provide mandatory rights or remedies, those rights will always apply.

Contact Us

If you have any questions about your order or need to report an issue, please contact us using the Contact page on our website.

To help us assist you as quickly as possible, please include:

• Your full name.

• Your order number.

• A description of the issue.

• Photographs where applicable.

We aim to respond as quickly as possible and appreciate your patience while we review your enquiry.

Thank you for supporting Puntoofa. Every purchase helps us continue creating content, growing our community and bringing new ideas to life.