Refund policy

Effective Date: August 4, 2026

At Punturo, we are committed to providing thoughtfully crafted, high-quality clothing for mothers and babies. Every item is carefully inspected before it is shipped. If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Return Eligibility

You may request a return within 7 days of receiving your order if:

  • The item received is damaged, defective, or incorrect.
  • The product is unused, unwashed, and in its original condition.
  • All original tags, labels, and packaging are intact.

For hygiene and safety reasons, we reserve the right to reject returns that do not meet these conditions.

2. Items Not Eligible for Return

The following items cannot be returned or exchanged:

  • Products that have been worn, washed, or altered.
  • Items without original tags or packaging.
  • Products damaged due to misuse or improper care after delivery.
  • Clearance, promotional, or final sale items (unless they arrive damaged or incorrect).
  • Gift cards or store credit purchases, if applicable.

3. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

To help us process your request quickly, please provide:

  • Your order number.
  • Clear photos of the product.
  • Photos of the packaging (if applicable).
  • A brief description of the issue.

After verification, we will arrange a replacement or issue a refund, depending on product availability.

4. Return Process

To initiate a return:

  • Contact our customer support team with your order details.
  • Wait for return approval and return instructions.
  • Securely pack the item in its original packaging.
  • Ship the product to the address provided by our support team.

Returns sent without prior approval may not be accepted.

5. Return Shipping Costs

  • If the return is due to our mistake (wrong item, damaged product, or manufacturing defect), Punturo will bear the return shipping cost.
  • If the return is requested for any other eligible reason, the customer is responsible for the return shipping charges.

Original shipping charges are non-refundable unless the return is due to our error.

6. Refunds

Once we receive and inspect the returned product, we will notify you of the status of your refund.

If approved:

  • Refunds will be processed within 5–10 business days.
  • The refund will be issued using the original payment method whenever possible.
  • For Cash on Delivery (COD) orders, refunds may be processed via bank transfer, digital wallet, or another mutually agreed payment method.

Processing times may vary depending on your bank or payment provider.

7. Exchanges

We offer exchanges for:

  • Incorrect items sent by us.
  • Manufacturing defects.
  • Size exchanges (subject to stock availability and product condition).

If your preferred size or product is unavailable, you may choose another product of equal value or receive store credit, where applicable.

8. Order Cancellation

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the return process described above.

9. Non-Refundable Situations

Refunds will not be issued for:

  • Incorrect size selection by the customer after shipment (unless an exchange is approved).
  • Slight variations in color caused by screen or device settings.
  • Minor variations in fabric texture or stitching that do not affect product quality or functionality.
  • Delays caused by courier services, weather conditions, strikes, or other events beyond our control.

10. Quality Commitment

Our signature 3-layer malmal clothing is made with care for the comfort of mothers and babies. As these products are crafted from soft, natural fabrics, slight variations in texture or appearance may occur and are considered normal characteristics of the material rather than defects.

11. Contact Us

If you have any questions regarding returns or refunds, please contact us.

Punturo

Email: care@punturonepal.com

Phone: [phone number]

Business Hours: Sunday – Friday, 10:00 AM – 6:00 PM (Nepal Time)

We are committed to resolving your concerns promptly and ensuring you have a pleasant shopping experience with Punturo.