Refund policy
We care about your experience!
Each Punky Secrets item is custom made for you. If your order arrives misprinted, damaged or something just doesn't seem right - we'll fix it, no questions asked. Because each item is custom made, we can't accept returns or refunds for size, color, or change of mind. So please check sizes and colors carefully before ordering. For any issues, please contact us at info@punkysecrets.com within 30 days of delivery.
Contact Us First
If there is any issue with your order, please contact us directly at info@punkysecrets.com within 30 days of receiving your product.
Include:
- Your order number
- A short description of the problem
- Photos showing the issue (if applicable)
Do not send your product back to the return address on the package - that address belongs to our production partner. We'll handle any claims with them on your behalf.
Damaged, Defective or Misprinted Items
If your order arrives damaged, misprinted or defective, we will make it right. Once your claim is approved, we'll either:
- Send you a free replacement, or
- Issue a full refund to your original payment method.
These cases must be reported within 30 days of delivery (or 30 days after the estimated delivery date if the package is lost in transit). Shipping costs related to approved claims are covered by Punky Secrets.
Lost or Undelivered Packages
If your package is lost in transit or never arrives, please contact us within 30 days after the estimated delivery date. We'll investigate and, if confirmed lost, send a replacement or refund you in full.
Change of Mind, Wrong Size, or Wrong Color
All our products are made-to-order, which means we can't restock or resell them once printed.
For that reason, we do not accept returns or offer refunds for:
- Change of mind
- Disliking the product
- Ordering the wrong size, color, or design
Please double-check your order details (size chart, color selection, shipping address) before confirming your purchase.
If you reach out with such a request, we'll always try to help - but replacements in these cases are entirely at our discretion and would require placing a new paid order.
Wrong or Insufficient Address
If the address provided by the customer is incorrect or incomplete and the package is returned, we can reship it once an updated address and new shipping payment are confirmed.
Orders returned due to wrong addresses or unclaimed packages are not eligible for refunds.
Non-Returnable Items
For hygiene and safety reasons, certain items (such as face masks or other sealed products) cannot be returned or refunded under any circumstances.
How Refunds Are Issued
If your claim is approved, we'll process your refund to the original payment method within 5 - 10 business days.
If you haven't received your refund after that period, please contact your bank or payment provider first - processing times can vary.
EU Consumer Notice
Under Article 16(c) and (e) of Directive 2011/83/EU, the right of withdrawal does not apply to:
- Goods made to the consumer's specifications or clearly personalized
- Sealed goods which were unsealed after delivery and are unsuitable for return due to health or hygiene reasons
Since all Punky Secrets items are made to order, returns for non-defective items are not accepted.
Contact
For any issues, email us at info@punkysecrets.com - we're happy to help resolve any product or shipping problems quickly.