Returns & Complaints
1. Damaged or defective items
If your order has been delivered damaged, defective, or incorrect, please contact us within 14 days of receiving the goods at support@pumpedpongo.com
Please include:
- your order number,
- a brief description of the issue,
- and photos of the item and packaging.
After review, we will offer:
- a free replacement, or a full refund.
2. Right of withdrawal
Consumers generally have a legal right of withdrawal of 14 days for online purchases.
Exception for personalized products
The right of withdrawal does not apply to goods:
- that are custom-made,
- or clearly tailored to personal requirements.
This includes in particular:
- products with names,
- custom text,
- personal images,
- customer-specific designs.
For such personalized products, returns are excluded unless there is a production defect.
3. Returns of non-personalized products
Non-personalized items can be returned within 14 days of receipt.
Conditions:
- unworn,
- unwashed,
- in original condition.
The buyer bears the direct cost of return shipping.
4. Size exchanges
Please carefully check the size chart on the product page before placing your order!
Since our products are custom-made after ordering, we cannot guarantee a free size exchange.
If you need any assistance, feel free to contact us before placing your order at info@pumpedpongo.com
5. Return address
Please do not send returns without contacting us first.
The correct return address will be provided by our support team.
Unannounced returns cannot be accepted.