WHAT IS THE PUMA RETURNS POLICY?
For products purchased online and delivered within New Zealand, we will accept returns for change of mind or faulty items within 30 days for date of order receipt. Exchange requests are subject to product availability. If the requested item is no longer available at time of return processing, a refund will be issued. Return postage costs will be at your expense, unless the item(s) returned is faulty or not as ordered. In this instance, postage will be incurred by PUMA. Please contact customer service to organise pre-paid postage.
WHAT HAPPENS IF I CHANGE MY MIND?
For change of mind returns Puma will accept one (1) return per order only. Change of mind returns only apply to items that are in saleable condition, unworn or unused with all original packaging and tags attached. Puma is unable to accept items that have had the tags removed, have been customized, worn or washed.Puma at its absolute discretion reserves the right not to offer an exchange or refund for change of mind. Puma may, at its absolute discretion, provide you with an exchange for the item with an online store credit to the current value of the merchandise, or refund the amount of the item, less the original freight charges.
HOW DO I RETURN AN ITEM?
Please print and include your online return form in a return parcel with your items. All you need to do is follow these steps and we’ll take care of the rest.
1. Complete the form with details of the products you wish to return.
2. Place this form, with the gear in the bag and seal it.
3. Take your parcel to your nearest post office. Postage will be at your own expense.
4. Label your parcel to be returned to the below address.
Attention: Online Returns
Puma New Zealand
43 Bath Street
Parnell AUCKLAND 1052
HOW CAN I REQUEST A RETURN, EXCHANGE OR REFUND?
If you have any concerns regarding a return please contact Customer Care, via email firstname.lastname@example.org
WHAT HAPPENS IF MY PRODUCT IS FAULTY?
Puma takes extreme care in ensuring our products are of the highest quality. However, if for any reason you find a fault with one of our products we would like to help you resolve the problem. In all instances where the product may be faulty, please contact our Customer care team on 0800 800 094 (between 9.30am and 4.30pm AEDT Monday to Friday) who will advise and assist with the returns process. Puma will ensure all costs associated with returned product, including delivery, is at no expense to you.However if the product is damaged through misuse or if you were made aware of the faults before the product was purchased Puma at its absolute discretion reserves the right not to offer a refund, exchange or repair
WHAT ARE MY OPTIONS WHEN I RETURN AN ITEM?
Whether your item was faulty or you've just changed your mind Puma will happily refund to your original method of payment (e.g. Credit Card or PayPal)
HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
Sometimes packages can take a little while to get back to us, so please allow up to 30 days for us to process your return from the time you send your products. We'll be doing our best to refund/credit your account as soon as the package is in our hands.
CAN I RETURN AN ITEM TO A RETAIL STORE?
No, product purchased from nz.puma.com must be returned via our online returns system. Puma product purchased from retail stores needs to be returned to the store from which those product were purchased.