PUMA Factory products are created just for you. That means we cannot accept returns, except for manufacturing defects. If you have a question regarding defective merchandise returns for PUMA Factory product purchased online at factory.puma.com please email our PUMA Factory Customer Service team. If it is determined your product is eligible for return, a pre-paid shipping label will be emailed to you, so you can mail your product to the PUMA Quality Assurance Department for further evaluation. If it is determined you are eligible for a refund, you may choose to have your product replaced (if materials are still available), or you will be refunded.
Returned products are inspected by our Quality Assurance Department and the cost of the product will be refunded if the damage is the result of a manufacturing defect or deviation from factory specifications. Our liability is limited to reimbursement of the cost of the defective product. If the problem was caused by reasons other than materials quality or assembly process, we are not able to process a return.
PUMA cannot refund or replace your products if they were damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
PUMA cannot refund or replace your products if they were damaged by misuse or activities other than the intended purpose (use of running shoes for court sports or hiking footwear as work boots, etc.) PUMA cannot refund your products if they were products damaged by normal wear and tear or that have exceeded the reasonable life of the product.
All PUMA Factory products ship via UPS. Express shipping is not available for PUMA Factory orders. The delivery timeframe is provided during checkout, but PUMA Factory orders usually take around 5-6 weeks to arrive. Look for emails with tracking information once your order has been confirmed.
UPS will not deliver to P.O., APO, or FPO Boxes.
This web site contains many trademarks, trade names, service marks, copyrights, and/or logos of PUMA and may also contain several protected marks of PUMA's numerous affiliates. Such marks remain the property of their respective owners. User recognizes and acknowledges the ownership of these marks and understands that it does not acquire, through use of this web site, any right, title, or interest in the marks. User agrees that it will not change, modify, and/or exploit the marks, nor participate in any activity which modifies and/or exploits such marks. All rights to these marks are reserved. Any use of the marks without expressed written authorization is strictly prohibited. In order to customize your own shoes, you can submit any combination of colorways and fabrics. You cannot submit any numbers, letters and spaces to construct a name, word or phrase. Any names, words or phrases which in whole or in part are registered trademarks owned by someone else, which might therefore infringe someone's trademark or other intellectual property rights will not be permitted. Similarly, PUMA does not accept any combination that includes the names of any sports organization, club, athlete or others. Further, any use of this web site for an illegal or objectionable purpose is strictly prohibited. User agrees that you will not submit any combinations which that could be deemed illegal, harmful to others, or give rise to civil liability or claims of third party intellectual property right infringement. Such activities include, but are not limited to: activities involving the transmission of unlawful, threatening, harassing, obscene, sexually explicit, pornographic, hateful, profane, libelous, or defamatory information. All customizations remain property of PUMA and the user may not claim any rights including but not limited to intellectual property rights in part or in whole of the customized product. PUMA reserves the right to reject any submitted combination for any reason within its sole discretion. In this event, PUMA will cancel your order and you will be notified accordingly.