Returns and refunds

Last updated: 6 October 2026

We want every PUNTOSUD piece to make you happy. Here you will find all the rules for returning a product and getting a refund.

1. Return period

You have 14 days from the delivery date to send us your return request.

2. How to request a return

Send an email to puntosud.shop@outlook.com with the subject "Return request – [order number]" including:

  • your order number;
  • the reason for the return;
  • photos of the product with all accessories and packaging, and photos of the outer shipping box.

We will review your request and, if approved, send you the instructions and the return address.

3. Product condition

We only accept products that are:

  • unused, unworn and undamaged;
  • clean and in perfect condition, ready to be resold;
  • complete with all original accessories and components;
  • in their original sealed packaging, if the product was delivered sealed.

4. Return shipping

  • Return shipping costs are paid by the customer.
  • The return must be authorised by us before shipping: parcels sent without authorisation are not eligible for a refund.
  • Within 24 hours of shipping you must send us the parcel's tracking link.
  • We will give you the correct address based on the country you are shipping from (European Union or outside the EU). Parcels sent to an address other than the one we provide are not eligible for a refund.
  • Any customs duties or import taxes related to the return shipment are paid by the customer.

5. Refund

The refund is issued within 14 days of receiving and inspecting the returned product, using the same payment method used for the purchase.

6. Orders with promotions or gifts

  • The refund is calculated on the price actually paid for the returned product.
  • If you return only part of an offer, the products you keep are charged at full list price.
  • Promotional gifts cannot be returned separately.

7. Exchanges

To exchange a product, first send a return request; once approved, place a new order for the product you want.

8. Non-returnable products

  • Earrings and products in contact with the skin where hygiene reasons apply.
  • Personal care products and hygiene items.
  • Personalised or made-to-order products.
  • Promotional gifts included in an offer.

9. Damaged or defective products

If you receive a damaged or defective product, contact us right away at puntosud.shop@outlook.com with clear photos of the problem: we will review the case and propose a solution.

10. Contact

For any question about returns and refunds, write to us at puntosud.shop@outlook.com.