Refund policy

Puebco.US Return and Refund Policy

At Puebco.US, we want you to be completely satisfied with your purchase. If you're not happy, we're here to help.

Return Eligibility

Eligible items can be returned if they are unused, in their original packaging, and within 14 days of receiving your order. Please note the following:

  • A 20% restocking fee will apply to all returns.

  • The original shipping charges, as well as the cost of return shipping, will be deducted from your refund.

  • Items must be returned in their original condition and packaging.

To initiate a return, please contact us at sales@puebco.us to receive a Return Authorization Number and specific return instructions. Returns sent without prior authorization will NOT be accepted.

Initiating a Return

  • Contact our customer service team to obtain a Return Authorization Number.

  • Returns must be postmarked within 14 days of your original delivery date.

  • The customer is responsible for the cost of return shipping.

  • Once your return is received, our team will inspect the items. Refunds, exchanges, or credits will be issued to your original payment method within 7 business days.

  • Taxes will be refunded according to applicable laws. Delivery charges are non-refundable, except in cases of manufacturer defects or transit damage.

Please ensure that your returned item is in "NEW" condition. We reserve the right to refuse returns or exchanges if items are damaged or misused.

Return Policy for Orders Outside the 48 Contiguous United States

We do not accept returns for international orders or shipments to Hawaii or Alaska.

Preparing Your Return

  • All items must be returned in their original packaging, including protective material. If the original packaging is unavailable, please ensure the item is securely packaged to avoid damage during return shipping. We will NOT accept returns for items that are damaged due to improper packaging.

  • Returns that are not in "NEW" condition will not be accepted.

Damaged or Defective Items

  • If your order arrives damaged or defective, please contact our customer service team at sales@puebco.us within 3 business days of delivery. Be sure to include photos of the damage or defect in your email.

  • If the item you received is not what you ordered, please notify us within 3 days to request a replacement.

  • Returns or exchanges for damaged, defective, or incorrect items will not be accepted if reported outside the 3-day period.

  • We cannot process returns or exchanges for items that have been installed, including lighting and rugs.

Lost or Missing Parcels

  • If your package is marked as "delivered" but you did not receive it, Puebco.US is not liable for the loss. However, we will assist you in filing a trace and claim with the carrier.

  • If a package is unclaimed or refused, it will be subject to the return and restocking fees, and it will not be considered canceled.

For any further questions or assistance with your return, please contact us at sales@puebco.us.