PUMA.com is committed to your happiness. We want you to be as pleased with your purchase as we are in serving you. You may return selected PUMA products in their original, unused condition for a full refund of the merchandise value. We will gladly accept your return within 30 days from the date you receive your order.
The PUMA product has to be fulfilled in these conditions to be eligible for returns.
To make your return simple and inexpensive, it’s on the house and we’re picking up the tab! To initiate your FREE return and convenience, we have a Pickup Return process. Simply pack the items to be returned in the shipping packaging that was used for your delivery and seal it properly with tape. Do not tape anything on the original product packaging as any damage caused will be irreversible and return requests will be rejected.
Please contact our customer service at [email protected] with the following information to proceed with the return.
For Pickup Return Request
Subject Email: PUMA Return Pickup Request - [Order Number]
a. Contact Person Name (First & Last) for Pickup
b. Mobile Number for Contact Person
c. Customer Name (First & Last)
d. Pickup Address & Postal Code
e. Product & Quantity for Return (Please Specify Size(s) if Applicable)
f. Return Reason
g. Pickup Date (Must Be at Least 2 Business Days From the Date of Return Email Submission)
Once our customer service team has received your email, they will proceed with generating a return label. This return label will be emailed to you alongside a confirmation of the return request and date for pickup. Please kindly print this label and stick it on the return box.
On the requested return pickup date, a courier partner agent will be in touch via the Mobile Number provided for the Contact Person for pickup as specified.
Delivery and shipping charges are not refundable.
PUMA does not accept returns on gift cards, undergarments (not including bras), shoe care, face masks, socks and personalized products. PUMA holds the right to approve or reject and this depends on a case-by-case basis. Custom product orders are non-refundable, except in cases of manufacturing or material defects, in which case you may contact customer service via phone or email for assistance.
Returns generally take 2-4 weeks to process. Credit refunds will be issued to the original payment method. See below for COD refunds.
i. For Credit Card/Debit Card Refund
You will receive refund back to original payment method within 7-14 working days
ii. For QR PromptPay Refund
PUMA will refund for QR PromptPay purchases via debit transfer only. To facilitate QR PromptPay refunds, please also include the following information and ensure emails are encrypted when requesting a return through our customer service:
a. PromptPay Number (Can be either phone number or Thai National ID number)
b. Name-Surname which matches with PromptPay account
Refund for COD purchase will be refunded via debit transfer only. To facilitate COD refunds, please also include the following information and ensure emails are encrypted when requesting a return through our customer service.
i. For COD Refund
a. Bank Name
b. Account Name
c. Account Number
We currently are able to process refunds for COD purchases to any bank located within Thailand.
Do note for Refunds (Credit Card/Debit Card/QR PromptPay/COD), PUMA will only commence refund process upon receiving of goods at our facility estimated 1 – 2 weeks.
