Returns · 30 days · refunds
Return and Refund Policy
How returns, refunds, and cancellations work — including the timing and fees that apply.
Last updated May 13, 2026
TL;DR
- 30 days to return from the day you receive your order.
- Defect or damage on arrival? We cover return shipping.
- Changed your mind? You cover return shipping + a 25% restocking fee.
- Refunds processed within 7 days of receiving the return — original payment or store credit, your call.
- Cancellations get progressively less flexible the further we are in production. Customized orders can’t be cancelled.
- EU & UK customers also have a statutory 14-day right of withdrawal — see our Terms.
Return window
You have 30 days from the date of delivery to start a return. Item must be in original condition — unused, in original packaging, with all included parts and hardware.
To start a return, email support@pumela.com with your order number. We'll send a return authorization and instructions within 1–2 business days.
Who pays return shipping
- Defective or damaged on arrival: We cover return shipping in full. Email us first so we can issue a prepaid label.
- Change of mind: You cover return shipping. We recommend a trackable, insured method — we can't process refunds for items lost on the way back to us.
Restocking fee
Returns for change-of-mind reasons are subject to a 25% restocking fee on the item subtotal. The fee covers inspection, repackaging, and getting the piece ready to sell again.
No restocking fee when the return is because of:
- Damage in transit
- A manufacturing defect
- The wrong item shipped
Refund timeline
Once we receive and inspect your return, we process the refund within 7 days. Your bank or card issuer may take an additional 3–10 business days to reflect the refund on your statement.
Refund method
You choose how you want the refund:
- Original payment method — the card or bank account you used to place the order
- Store credit — applied to your Pumela account, no expiry
Let us know your preference when you start the return. Store credit is issued the same day we approve the return; original-payment refunds follow the 7-day timeline above.
Cancellation policy
How much you get back depends on when you cancel:
| When you cancel | What you get back |
|---|---|
| Within 3 hours of placing the order | Full refund — no fees |
| More than 3 hours after placing the order | Refund minus payment processor transaction fees |
| During production phase | 60% refund of the total order amount |
| After dispatch / on delivery | 20% refund of the total order amount |
Email support@pumela.com with your order number to start a cancellation. The faster you reach us, the more you get back.
Non-cancellable / non-returnable items
Customized or personalized orders cannot be cancelled or returned once production starts. This includes any piece built through the Togo Configurator with custom materials, dimensions, or finishes.
This aligns with EU Consumer Rights Directive Art. 16(c), which exempts made-to-specification goods from the 14-day right of withdrawal.
Your EU / UK statutory rights
If you're in the EU, UK, or EEA, you also have a 14-day right of withdrawal under the EU Consumer Rights Directive and UK Consumer Contracts Regulations 2013 — independent of this policy. See our Terms of Service for details. Statutory rights always apply alongside our voluntary 30-day window.
Questions? Email support@pumela.com or call +1 (415) 879-9960. Final policy language must be reviewed by counsel before going live.