Returns & Cancellation Policy

As all of our products are made to order, we do not accept returns or exchanges for change of mind, incorrect size selection, or any other non-fault-related reason.

Cancellations

European Union (EU)

If your order is being shipped to a country within the European Union, you may cancel your order at any time before it has been fulfilled. Once your order has been fulfilled, it can no longer be cancelled.

To request a cancellation, please use our Returns Page.

All Other Countries & Regions

For orders shipped outside the European Union, cancellations are accepted within 15 minutes of placing your order. After this time, orders cannot be cancelled as production begins shortly after your order is placed.

To request a cancellation within the 15-minute window, please use our Returns Page.

Defective, Damaged or Incorrect Items

If your item is defective, damaged, or you receive the wrong item, you have 30 days from the date you receive your order to request a return or replacement. Please contact us at contact@punksoo.com.

Please inspect your order upon receipt and contact us as soon as possible so we can assess the issue. Where your claim is approved, we will provide instructions for returning the item and arrange an appropriate replacement or refund at no additional cost.

Exceptions

As our products are custom made to order, they are exempt from standard returns policy and cannot be returned once produced, except where the item is defective, damaged, or incorrect.

We also cannot accept returns for hazardous materials, flammable liquids, gases, sale items, or gift cards.

If you have any questions about whether your order is eligible for a remedy, please contact us at contact@punksoo.com.

European Union Consumer Rights

If your order is being shipped to the European Union, you have statutory consumer rights under applicable law.

Because our products are made to order and manufactured specifically for each customer, the 14-day right to withdraw under Article 16(c) of the EU Consumer Rights Directive does not apply once production has begun. However, you may cancel your order at any time before it has been fulfilled by submitting a cancellation request through our Returns Page.

This does not affect your legal rights if your item is defective, damaged, or not as described.

Refunds

Where a refund is approved (for example, following a successful cancellation before fulfilment or where an item is defective, damaged, or incorrect), it will be processed to your original payment method within 10 business days. Please note that your bank or card issuer may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at contact@punksoo.com.