Refund policy

If for any reason you are not satisfied with your order, you can return it or part of it within 14 days from the date of delivery.

PRIOR COMMUNICATION

To comply with the withdrawal deadline, you must first send an email to shop@puebco.it indicating:

  • Your full name

  • Order number

  • Item(s) you wish to return

  • Reason for the return (optional but helpful)

Important: Please do not ship your return before contacting us. Returns sent without prior notice may not be accepted or processed.

The customer service team will respond to the request within an estimated 24 to 72 hours. During high demand periods such as collection launches or special campaigns response time may extend up to 5 business days (except during holiday periods).

The right of withdrawal applies only to natural persons (consumers); all purchases made with a VAT number are excluded.

HOW TO MAKE A RETURN

You are responsible for arranging the return shipment of the product(s). You may choose the courier freely, but we strongly recommend using a certified courier that provides a tracking number. This way, you can monitor the shipment and ensure it reaches us safely.

Please note: Until the returned package reaches our warehouse, the shipment is under your responsibility. PUEBCO cannot be held liable for any loss or damage occurring during return transit.

The return must be sent to:
PUEBCO EUROPE
C/O Manifattura Tabacchi
Piazza Francesca Morvillo, 16
50144 Florence FI - ITALY
Phone: +39 375 9089701

DAMAGED AND/OR INCORRECT ITEMS

If you received a defective or incorrect product, please contact our Customer Service immediately at shop@puebco.it and include clear photos of the item. If the return is approved, PUEBCO will arrange a free pick-up and provide all instructions. If you choose to ship the return independently without prior agreement with Customer Service, we will not be able to reimburse any shipping costs incurred.

REFUND

Refunds will be processed within 5 working days from the date the return is received at our warehouse, using the same payment method used for the order.

  • Credit Card: The refund will appear within about 72 hours and be visible in your next statement. Processing times may vary depending on your card issuer.

  • PayPal: The refund will be sent to the PayPal account used for the order.

  • Bank Transfer: Please provide your IBAN, BIC (if applicable), and account holder’s name.

TERMS AND CONDITIONS OF RETURNS

  • Items must be returned in new, unused condition, with original labels and in the original packaging, including instructions and any accessories (e.g., screws, washers).

  • Returns must be shipped in the original PUEBCO box or other suitable packaging, sealed securely with tape.

  • We reserve the right to refuse and not refund returns that have not been authorized in advance and/or do not comply with these conditions.

  • If a non-conforming or unauthorized return is received, Customer Service will contact you. In this case, you will be responsible for arranging pick-up at your own expense.

NON-RETURNABLE AND NON-REFUNDABLE ITEMS

  • Items returned not in their original condition.

  • Items returned after 14 calendar days from the date of delivery.

  • Items showing signs of use.

  • For hygiene reasons, used tableware and ceramic items cannot be returned unless defective or broken. In this case, we will arrange a replacement or refund.

WARRANTY AND NON-CONFORMITY OF PRODUCTS

All products sold by PUEBCO EUROPE are covered by the Legal Guarantee of Conformity as per Articles 128-135 of the Italian Consumer Code. The Legal Guarantee is reserved for consumers.

Excluded from the Legal Guarantee are:

  • Products that have been repaired, modified, or altered by the customer.

  • Products with defects caused by accidental damage, misuse, or use not in accordance with the intended purpose or product instructions.


Our Customer Service is always here for you. For any questions or assistance, please write to shop@puebco.it