PUKI Buyer Protection

Every purchase made through PUKI Devices is covered by the protection described on this page. This is a plain description of what actually happens on your order — not a marketing summary. If anything here doesn't match what you experience, contact us and tell us where it's wrong.

What's covered

• Payment is held securely. When you pay, your money is held by Stripe via Sharetribe's payment system — it is not released to the seller the moment you pay.
• Full refund if your item is never received. If the order doesn't arrive, it can be cancelled before delivery is marked, which automatically issues a full refund with no fees.
• Full refund if the item is significantly not as described. Once the seller marks your order as delivered, you have 7 days to open a dispute if what arrived is significantly different from the listing (wrong item, wrong grade, undisclosed damage, doesn't work as described). A dispute pauses the seller's payout while PUKI reviews it, and resolves as either a full refund to you or release of payment to the seller — never a silent default either way.

How to open a dispute

1. Check your order in your Inbox — the seller should have marked it as delivered. You can only open a dispute once that's happened.
2. Contact PUKI within 7 days of delivery (see Contact below) with your order details and what's wrong — photos help if it's a condition/grade issue.
3. PUKI opens the dispute on the order. This immediately pauses the seller's payout for that order — it is not released while a dispute is open.
4. PUKI reviews the claim against the listing and your evidence, and resolves it as either a full refund to you or release of payment to the seller. You'll be notified either way.

The 7-day window is a real constraint of how disputes work on PUKI today, not an arbitrary cutoff — once an order is marked received, there's no path back to opening a dispute, so raising it promptly after delivery matters.

What isn't covered

• Issues raised after you've confirmed receipt. A protection window that covers problems discovered after you've marked an order received is planned for a future release — it does not exist yet. Please inspect your item and raise any issue within the 7-day post-delivery window above, before confirming receipt.
• Partial refunds are not automatic. There's no automatic partial-refund option — every partial refund is a manual, case-by-case goodwill decision made individually by PUKI, not something you can rely on as a standard outcome.
• Items collected in person. This protection covers orders shipped and tracked through the platform. If you arrange to collect an item in person from a seller, PUKI's payment-hold and dispute process doesn't apply in the same way — inspect the item carefully before you complete the collection.

Contact

For anything covered on this page, contact PUKI at info@pukidevices.co.uk. See the Contact page for what to expect when you reach out.

Company details

PUKI Devices is a trading name of Sindoor Ltd, registered in England & Wales, company number 16442521.