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                                                              Puplins

Puplins products are carefully prepared in our studio in Istanbul. If you experience an issue with your order, we are here to offer you a prompt and fair solution.

1. Order Cancellations and Changes

  • Cancellation or change requests must be sent to info@puplins.com within 1 hours of placing your order.

  • Changes to the name, font, embroidery color, size, or design may be requested during this period.

  • After two hours, the fabric may already have been cut or the embroidery process may have begun. Therefore, we cannot guarantee that your order can be changed or cancelled.

  • If production has not yet started, we will still do our best to assist you after the two-hour period.

  • Please check all personalization and delivery details carefully before completing your order.

2. Personalized Products

Products featuring a name, initials, custom embroidery, selected font, color, or another customer-specific design are considered personalized products.

Returns, exchanges, or refunds cannot be accepted for correctly prepared personalized products for the following reasons:

  • A change of mind

  • A name or other information entered incorrectly by the customer

  • An incorrect color, font, design, or size selected by the customer

  • A request for different personalization after production has begun

This restriction does not apply to products that arrive defective, damaged, or different from the information provided in the order.

3. Damaged, Defective, or Incorrect Products

If your product arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.

Please include the following in your email:

  • Your order number

  • A brief description of the issue

  • Clear photographs of the product

  • Photographs of the packaging if the parcel arrived damaged

Reporting the issue within 48 hours helps us determine more quickly whether it occurred during production or shipping. This timeframe does not limit your statutory consumer rights.

4. Solutions We May Offer

If we confirm that the issue was caused by Puplins, we may offer the most appropriate of the following solutions:

  • A complimentary replacement

  • A repair or another suitable solution, where appropriate

  • A refund when producing a replacement is not possible

Customers will not be charged additional production or shipping costs to correct a confirmed Puplins error.

We will let you know whether the original product needs to be returned. We cannot guarantee acceptance of unauthorized returns or reimbursement of shipping costs without prior approval.

5. Returns of Non-Personalized Products

You may request a return for a non-personalized product within 14 days of delivery.

The returned product must be:

  • Unused and unwashed

  • Clean and undamaged

  • In resalable condition

  • Returned with all original tags attached

  • In its original packaging, where possible

As our products are shipped internationally from our studio in Istanbul:

  • Return shipping costs are the customer’s responsibility.

  • Any customs duties, taxes, or other return-related charges are the customer’s responsibility.

  • Where permitted by applicable law, a 15% restocking fee may be deducted from the product price.

  • The restocking fee will not be applied in countries where such a deduction is not legally permitted.

  • Where permitted by law, any loss in value resulting from use, washing, or damage may be deducted from the refund.

Please contact us for the correct return address and shipping instructions before returning the product.

6. Natural Variations in Handmade Products

Our products are prepared in small batches. As a result, slight variations may occur in:

  • Embroidery placement and texture

  • The natural texture of the fabric

  • Product dimensions

  • Stitching details

  • Fabric and thread colors

Colors may also appear slightly different from the product photographs due to screen settings, lighting, and production batches. Minor variations that do not affect the use or overall appearance of the product are not considered defects.

If you believe the product is significantly different from its description or photographs, please contact us so we can review it.

7. Incorrect Addresses and Returned Packages

Customers are responsible for providing complete and accurate delivery information.

Additional shipping costs may apply if a package is returned to us for any of the following reasons:

  • An incomplete or incorrect address

  • The recipient could not be reached

  • Delivery was refused

  • The package was not collected on time

  • Required customs procedures were not completed

If the error was caused by Puplins, no additional charge will apply for correcting and reshipping the order.

8. Refunds

  • Approved refunds will be issued to the payment method used for the original order.

  • We will process approved refunds within 10 business days.

  • The time required for the funds to appear in your account may vary depending on your bank or payment provider.

  • Shipping charges are non-refundable unless applicable law requires otherwise.

9. Product Safety

  • Puplins products are not toys.

  • All care and usage instructions should be followed.

  • Babies and children should not be left unattended with our products.

  • Do not use a product if it is damaged or appears unsafe.

10. Contact

For return, exchange, or refund requests:

Email: info@puplins.com

This policy does not affect any statutory consumer rights that cannot be limited or excluded under applicable law.