PUMA Return Policy (Guide): US, Canada, UK, EU & Global Explained

PUMA sells a huge range of shoes, clothing and accessories, and buying online always carries a small risk: the size might feel wrong, the colour may not match your expectations, or the style just isn’t you once you see it in person.

The good news is that PUMA does allow returns. The important part is that the rules change by country and by the site you used (us.puma.com, ca.puma.com, uk.puma.com, eu.puma.com, in.puma.com, etc.). This guide walks through the main policies in plain language so you know how much time you have, what condition items must be in, and how refunds and exchanges work.

PUMA Return Policy at a Glance

PUMA US & Canada (us.puma.com / ca.puma.com):
- Returns accepted for eligible items within 45 days of purchase.
- Free online returns for orders placed on the official US/CA sites.
- You can return online orders to PUMA retail stores.
- No returns on gift cards, customized products, bodywear (including face masks) and items marked final sale.
- Certain hype launches (for example PUMA x LAMELO BALL or FENTY x PUMA shoes) have a shorter 15-day window.
- No direct exchanges – you return first, then place a new order.
UK (uk.puma.com):
- Free returns within 30 days of delivery using the Evri returns process.
- Separate from your 14-day legal cancellation right under UK/EU style consumer law.
- Holiday orders between 24 November 2025 and 19 December 2025 get an extended 60-day return period.
- No direct exchanges – you send the item back and place a fresh order.
EU (eu.puma.com – many European countries):
- If you have a PUMA account at the time of purchase: 60 days from delivery to return.
- If you checked out as a guest: 30 days from delivery.
- Items must be complete, unused and undamaged, and returns are usually free.
- This sits on top of your separate 14-day legal cancellation right.
Other regions (examples):
- India: 10-day return window from delivery for online store purchases, strict rules on unused condition and non-returnable bodywear/swimwear/masks.
- Nigeria and several African countries: returns usually allowed within 45 days from delivery if items are in original state.
- Vietnam: certain products can be returned within 14 days if unused.
Common global themes:
- Items must be returned in original condition, with tags and packaging.
- Gift cards, customized items and bodywear/underwear/swimwear are often non-returnable.
- PUMA generally does not offer direct exchanges for online orders.

PUMA US Return Policy (us.puma.com)

Return window & eligibility

For orders placed on the PUMA US online store:

PUMA accepts returns for eligible items within 45 days of purchase.
Items must be in their original, unused condition.
Returns are processed through PUMA’s online returns portal, where you generate a prepaid shipping label.

PUMA notes that returns can take 1–2 weeks to process once they receive the package. Refunds go back to the original form of payment (card or PayPal). If you used a PUMA gift card, you receive an e-gift card for the refunded amount.

Free online returns & where to send

Free online returns are offered only for orders placed on us.puma.com.
You must be able to drop your package at a FedEx or authorized drop-off location to use the free label.
Orders from APO/FPO addresses and US territories, or customers who can’t use FedEx drop-off, don’t qualify for free returns and must mail items to a specific returns address in Texas.

Returns to PUMA retail stores (US)

You can bring your online order to a PUMA store for a refund:

Bring your original payment method and a digital or printed copy of your order confirmation email.
Card payments are refunded back to that card.
If you paid with a gift card, Apple Pay, Google Pay or PayPal, the store issues a PUMA gift card for the refund.
Some types of online orders may not be fully processed in-store; in those cases staff will help you initiate the online return and ship the product back for you.

Non-returnable items & special launches (US)

PUMA US lists several exceptions where returns are not allowed:

Gift cards.
Customized products (except in cases of manufacturing or material defects).
Bodywear, including face masks.
Final sale items (clearly marked on the product page).

In addition, some popular collaborations and limited launches have shorter return windows, for example:

PUMA x LAMELO BALL footwear.
FENTY x PUMA shoes.

These often must be returned or exchanged within 15 days, so it’s worth checking the product page or launch terms before you buy.

Exchanges (US)

PUMA US does not offer direct exchanges. If you need another size or colour:

Initiate a return through the online portal.
Place a new order for the item you want instead.
PUMA provides a prepaid shipping label for the return and free standard shipping on the replacement order.

Holiday return extension (US)

For the 2025–26 holiday season:

Orders placed on puma.com between November 1, 2025 and December 25, 2025 may be returned in their original, unused condition until February 8, 2026.
Orders placed after December 25, 2025 follow the normal 45-day timeframe.

PUMA Canada Return Policy (ca.puma.com)

Return window & eligibility (Canada)

Canada’s online policy closely matches the US rules:

PUMA accepts returns for eligible items within 45 days of purchase.
Online returns are free for orders placed on ca.puma.com.
Items must be returned in their original, unused condition.
Gift cards, customized products and bodywear are non-returnable; final sale items cannot be returned.

Refunds are credited back to the original payment method. Returns initiated online usually take 1–2 weeks to process once received; returns handled in other ways can take 2–4 weeks.

Returns to PUMA stores (Canada)

You can bring items purchased on puma.com to PUMA retail stores for a refund.
Stores refund card payments back to the original card; gift card, Apple Pay, Google Pay and PayPal purchases are refunded as a PUMA gift card.

Exchanges & holiday extension (Canada)

Just like in the US, PUMA Canada does not offer direct exchanges. You must return the original item and place a new order.

Over the 2025–26 holidays, Canada also extends the 45-day window for orders placed between November 1, 2025 and December 25, 2025, allowing returns until February 8, 2026 for unused items.

UK Return Policy (uk.puma.com)

Return window & conditions (UK)

On the UK PUMA online store:

PUMA offers free returns up to 30 days after delivery as a voluntary policy, separate from legal rights.
Items must be:
- Unworn and clean (just trying on is fine, heavy wear is not).
- Returned with labels and tags attached.
- Footwear in the original shoe box.

PUMA explicitly frames this as an extra return right, in addition to the standard 14-day legal right of withdrawal that UK consumers have for most online purchases.

How UK returns work

PUMA UK uses the Evri return portal for free returns. The basic steps:

Use the return label provided in your parcel, or visit the Evri portal if you need a new label.
Select PUMA in the portal and follow the steps to generate a QR code or label.
Place the completed return slip inside your parcel and pack items securely.
Drop your parcel at an Evri ParcelShop and keep the receipt and tracking number.

PUMA says it can take up to 14 working days to receive the goods, complete quality checks and issue the refund. Refunds are made using the same payment method used for the original purchase.

Exchanges & festive extension (UK)

PUMA UK states that it is not possible to exchange styles directly. Instead, you return what you have and place a new order.
For orders placed between 24 November 2025 and 19 December 2025, PUMA extends the return period to 60 days. Orders after 19 December revert to the standard 30-day period.

EU Return Policy (eu.puma.com – many European countries)

Extra return right on top of legal cancellation

On the main EU PUMA shop, customers get both:

A legal 14-day right of cancellation (to withdraw from the contract), and
A separate voluntary PUMA return policy for unused products.

The voluntary policy gives you:

60 days from delivery to return items if you had a PUMA customer account at the time of purchase.
30 days from delivery if you checked out as a guest.
Items must be complete, unused and undamaged.

PUMA notes that this extended return right doesn’t reduce your statutory rights; it simply gives more time as long as products are in perfect condition.

How EU returns generally work

The exact carrier and label system can vary by country, but the pattern is similar:

Log into your account or use the order lookup page to register a return.
Print a prepaid return label or generate a QR code if that option is offered.
Pack items securely in original boxes, put the return slip inside, and attach the label.
Drop the parcel at the listed carrier drop-off point.

EU FAQs often mention that:

It can take up to about 14 days from receipt for PUMA to complete quality checks and process a refund.
Refunds go back to the payment method originally used.

Exchanges in the EU

As with other regions, PUMA EU generally does not exchange items directly. If you want a different size or colour, the normal process is:

Return the original item within the 60/30-day timeframe.
Place a new order for the replacement product.

Other Regions (India, Africa, Vietnam & PUMA Golf)

PUMA India (in.puma.com)

India has its own clear policy for PUMA’s online store:

PUMA accepts returns within 10 days of the order delivery date.
Items must be unused and in original condition with all tags and packaging intact; shoes must be returned in the original shoe box.
Bodywear and shapewear (boxers, briefs, trunks, vests, sports bras, tights, tanks), swimwear, face masks and socks are non-returnable.
Customised items bought through PUMA India’s personalization program are non-cancellable and non-returnable, except in case of an error on PUMA’s side.

India also allows certain exchanges for footwear and apparel if sizing is wrong, provided items are unused and resalable, but there are limits (for example, usually one exchange per order and subject to stock).

African countries (example: Nigeria)

On regional sites for some African markets (like Nigeria):

You can typically return items purchased from the PUMA online shop within 45 days from delivery.
Innerwear, bodywear and swimwear are not eligible for returns.
Items must be in their original state, and PUMA reserves the right to refuse returns that aren’t.
Exchanges are not offered; you return the item and place a new order.

Vietnam & some Asia-Pacific sites

Certain Asia-Pacific pages, such as Vietnam, mention a shorter standard window, for example:

Returns may be allowed within about 14 days of receipt for selected PUMA products.
Products must be unused, with all original tags and packaging intact.

Because Asia-Pacific policies differ widely by country, it’s important to check the exact wording on your local PUMA site’s return policy page.

PUMA Golf (pumagolf.com / ca.pumagolf.com)

PUMA’s golf sites have their own returns pages:

Orders placed on pumagolf.com or cobragolf.com are generally returnable within about 30 days of receipt in new and unused condition.
Golf clubs must be un-hit. Custom-built limited edition clubs often cannot be returned.
Apparel and accessories must be unworn with tags attached, and footwear returned in the original box.

Refunds: How & When You Get Your Money Back

Across regions, PUMA handles refunds in a similar way:

Refund method: Always back to the original payment method if possible (card, PayPal, etc.). If you paid with a PUMA gift card, refunds are issued as a PUMA e-gift card.
Processing time:
- US/Canada: online returns usually processed in 1–2 weeks after PUMA receives the goods.
- UK/EU: refunds often processed within about 10–14 working days after arrival at the warehouse.
- Africa and other regions: FAQs often mention refunds within around 14 days following quality checks.
Bank timing: Your bank or card issuer may add a few extra days before the money appears in your account.

In some regions, if import duties were included in the purchase price, PUMA’s terms state those duties are refunded along with the product. If duties were paid separately to customs, you may need to reclaim them from your local customs office.

What You Can’t Return (Common PUMA Exceptions)

Although the exact wording varies, the same categories show up again and again as non-returnable:

Gift cards and gift vouchers.
Customized products (for example, items with personalized names or numbers), except when they have manufacturing defects.
Bodywear / innerwear / shapewear: boxers, briefs, trunks, vests, sports bras, tights, tanks and similar items.
Swimwear in many regions.
Face masks and some other hygiene-sensitive accessories.
Items marked “final sale” or “non-returnable” on the product page.
Used or damaged goods that are clearly not in original, resalable condition.

Some regions also make certain discounts or clearance items non-returnable, so always scan the fine print on the product page before buying.

PUMA Returns – Quick FAQ

How long do I have to return PUMA items?

That depends on where you ordered:

US & Canada: Usually 45 days from purchase for online orders on us.puma.com or ca.puma.com.
UK: Free returns up to 30 days from delivery, plus a separate 14-day legal cancellation right.
EU: 60 days from delivery if you had a PUMA account at checkout, 30 days if you didn’t.
India: 10 days from delivery for the online store.
Some African and other markets: Often 45 days from delivery, but always confirm on your local site.

Are PUMA returns free?

In many regions, yes – as long as you use PUMA’s official return method:

US/Canada: Free online returns for orders on the official sites, excluding APO/FPO and territories.
UK: Free returns within 30 days using the Evri system.
EU: Returns are typically free under the voluntary extra return policy.
Other markets: Some offer free returns, others don’t; check the return policy page for your country.

Can I exchange an item directly with PUMA?

In most regions (US, Canada, UK, EU, Africa) PUMA does not provide direct exchanges. Instead you:

Return the original product, and
Place a new order for the size or colour you want.

India is a partial exception where some exchanges are allowed for footwear and apparel, but even there rules are strict about condition and number of exchanges.

What condition do items have to be in?

Everywhere, PUMA expects items to be in original, unused condition:

Shoes tried on indoors only, with no visible wear outdoors.
Apparel unworn and unwashed, with all tags and labels attached.
Original shoe boxes and packaging included.

If products show clear signs of wear or damage, PUMA may reduce or refuse the refund and send the item back to you.

What should I do if my item is defective?

If your PUMA product arrives damaged, defective, or not as described:

Contact the customer service team listed on your region’s help site instead of using the normal return route.
In many regions PUMA asks you not to return faulty products via the standard returns process so they can handle the claim correctly.