Return & Refund Policy

Last updated: 11 August 2026

At PUCA, we want every order to arrive correctly and in proper working condition. Please review our return, replacement and refund terms before placing your order.

No Change-of-Mind Returns

All sales are final.

We do not accept returns, exchanges or refunds for:

• Change of mind
• Ordering the wrong colour
• Ordering the wrong iPhone model
• No longer wanting the product
• Preference-related reasons after the order has been delivered

Please check your selected phone model, case colour and quantity carefully before completing your purchase.

Faulty or Defective Products

If your PUCA case arrives faulty, defective or damaged, you do not need to return the product unless we specifically request it.

Instead, we will review your claim and, once approved, send you a replacement unit at no additional product or delivery cost.

A defective product does not automatically qualify for a refund where a replacement can reasonably be provided, except where applicable consumer law requires otherwise.

Reporting a Fault

Please contact us within 7 days of receiving your order and provide:

• Your order number
• A description of the issue
• Clear photos or video showing the problem
• Any additional information reasonably requested by our support team

This allows us to verify the issue and arrange the appropriate replacement.

What Is Considered a Defect?

Examples may include:

• E-ink display not functioning correctly
• Image transfer function not working despite following the provided instructions
• Case arriving physically damaged
• Built-in kickstand arriving broken or unusable
• Incorrect product supplied
• Significant manufacturing defects affecting normal use

Normal wear and tear, accidental damage, misuse, improper installation or damage caused after delivery are not considered manufacturing defects.

Replacement Process

Once a defect claim is approved, PUCA will arrange a replacement of the same product or an equivalent replacement where appropriate.

Customers generally do not need to ship the defective item back unless specifically instructed by PUCA.

Replacement requests are subject to verification.

Refunds

Refunds may be issued where:

• We are unable to fulfil your order
• An item becomes unavailable and no suitable replacement can be supplied
• We approve cancellation before the order has entered fulfilment
• We are unable to provide an appropriate replacement for an approved defective-product claim
• A refund is required under applicable consumer law

Approved refunds will be issued to the original payment method.

After a refund has been processed by PUCA, the time required for the funds to appear may depend on your bank, card issuer or payment provider.

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We cannot guarantee cancellation once an order has entered processing, fulfilment or shipment.

Once an order has been fulfilled or dispatched, our No Change-of-Mind Returns policy applies.

Wrong Product Received

If we send you the wrong product, colour or model, contact us with your order number and photos of the item received.

Once verified, we will arrange the appropriate replacement at no additional cost.

This does not apply where the customer selected the wrong model, colour or product when ordering.

Lost or Undelivered Orders

If your tracking indicates an issue with delivery, please contact us so we can investigate with the relevant fulfilment or delivery provider.

Replacement or refund eligibility will depend on the outcome of the delivery investigation and applicable consumer requirements.

Consumer Rights

Nothing in this policy is intended to exclude or limit any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

Shopify specifically notes that merchants selling internationally may have obligations under the laws where the business operates and where their customers are located.

Contact Us

For replacement, refund or order-related enquiries:

PUCA
Website: heypuca.com
Email: support@heypuca.com