Return Policy
At puulaow, we take pride in the exceptional quality and craftsmanship of our glassware. We understand that selecting the perfect vessel is personal, and sometimes a product may not be exactly what you expected upon arrival. We believe in providing a seamless and professional return experience to ensure your absolute satisfaction with our independent brand.
Return Window and Eligibility
puulaow accepts returns within 30 days from the date the package is delivered to you. After this 30-day window, unfortunately, we cannot offer you a refund or exchange. To be eligible for a return, the glassware must meet the following strict conditions: The item must be in pristine, unused, unwashed, and resaleable condition. It must be completely free from any signs of wear, liquid residue, water spots, scratches, or odors. The item must be returned in its complete original packaging, including all protective inserts, cardboard stabilizers, tissue paper, tags, and product documentation exactly as they arrived. Since puulaow glassware is fragile, proper original packaging is vital for safe transit.
Exclusions
Certain items are non-returnable, including specialised final sale items, custom engraved glassware, or personalized collections, unless they arrive damaged in transit or are defective. Gift cards are also non-refundable. Any item that is returned missing original components or that arrives broken at our facility due to inadequate repackaging will not be eligible for a refund.
Authorisation and Return Process
Do not ship any items back to us without receiving prior authorisation. To initiate a return, you must first contact the puulaow customer service team at service@puulaow.com. Please provide your order number, a list of the item(s) you wish to return, and the reason for the return. Our team will review your request and, if approved, will provide you with a Return Authorisation (RMA) number and detailed return shipping instructions.
Return Shipping and Address
Once your return is authorised, you are responsible for shipping the item(s) back to us. Customers are responsible for paying their own shipping costs for returns, and these costs are non-refundable. Only in cases where you received the wrong item or the item arrived defective/damaged during its initial journey to you will puulaow provide a pre-paid return label or cover reasonable return shipping costs, upon prior verification.
All authorised returns must be shipped to our central German return address. No returns will be processed or accepted at any other business address. Ship your organised package to:
puulaow, Oldesloer Straße 30, 23795, Germany.
We strongly recommend using a trackable shipping service and purchasing shipping insurance for the full value of the return. Because glassware is fragile, you are solely responsible for ensuring the safe transit of the return to our facility. puulaow is not responsible for items that are lost, stolen, or broken during the return shipment.
Refund Processing
Once your return package is received and inspected at our German facility, we will send you an email confirmation notifying you of its arrival and the status (approval or rejection) of your refund based on our inspection results. This inspection usually occurs within 3-5 business days of receipt.
If your return is approved as unused and intact, your refund will be processed promptly, and a credit will automatically be applied to your original method of payment within 5-10 business days, depending on your bank or credit card company's processing times. We will only refund the product cost; original shipping charges are non-refundable.
Damaged or Defective Items
If your glassware arrives broken or with a significant manufacturing defect, please do not initiate a standard return. Contact service@puulaow.com within 48 hours of delivery with your order number and clear photos of the damaged items and packaging. We will prioritize a replacement for any item damaged in transit to ensure your collection is complete.