Pukamuka Personal Buyer Terms of Service
Version: 14 October 2026
These Terms govern the organisation of international purchases by PERSONAL BUYER LLC (Ukraine), the purchase and sale of goods by the designated Seller to the end Customer, payments, warehouse handling, Additional Services, export, delivery, returns and complaints. They apply together with the Pukamuka General Terms of Service, but take precedence on matters specific to Personal Buyer, subject to mandatory law.
1. The service and its parties
1.1. Personal Buyer is one of the two principal Pukamuka services. The Customer provides details of the desired goods; PERSONAL BUYER LLC (Ukraine), as Organiser, arranges and coordinates the order, while the designated Seller purchases the goods and sells them to the Customer under the terms of the particular order. The Organiser and Seller may be different legal entities.
1.2. PERSONAL BUYER LLC (Ukraine) is the Organiser of all Pukamuka services. For Personal Buyer orders, the Organiser assumes contractual responsibility to the Customer for proper fulfilment of the entire order, including procurement arrangements, warehouse operations, international delivery, Additional Services and complaint handling. It is responsible for the acts and omissions of parties involved in fulfilling the order. The Seller is the legal entity designated for the particular sale and retains its own obligations under the sales contract.
1.3. Depending on the order, Sellers on the Pukamuka platform may include:
1.3.1. SuperGlobal Sp. z o.o. — Poland; ul. Karola Miarki 18, 58-500 Jelenia Góra, Poland; KRS 0001056965; NIP 6112828434.
1.3.2. SGL Logistics & Delivery GmbH — Germany; Fürstenberger Str. 33, 15232 Frankfurt (Oder), Germany; Commercial Register: Amtsgericht Frankfurt (Oder), HRB 21790; VAT ID DE459333049.
1.3.3. SUPERGLOBAL LTD — England and Wales; Company No. 14774645; registered office: 18 Sidney Road, Twickenham, England, TW1 1JR.
1.3.4. SUPERGLOBAL LLC — Delaware, United States; registered office: 8 The Green, Suite B, Dover, DE 19901, USA.
1.3.5. PERSONAL BUYER LOGISTICS S.R.L. — Romania; CUI 54614158; Trade Register number J2026029213001; EUID ROONRC.J2026029213001; registered office: Jud. Iaşi, Municipiul Iaşi, Strada Grigore Ureche, Nr. 3, subsol, Class Office Center, biroul nr. 10, Romania.
1.3.6. The Customer is informed of the specific Seller and its relevant details before the contract is concluded and payment is made.
1.4. PERSONAL BUYER LOGISTICS S.R.L. also acts as the Romanian technology operator of the Pukamuka platform. This operational role is separate from its role as Seller: the company acts as Seller only for an order in which it is expressly identified as the Seller before contract formation and payment. Personal-data processing is governed by the Privacy Policy.
1.5. The country of origin or dispatch does not automatically determine the identity of the Seller. Only the company identified in the individual order is the Seller, and that company must actually perform the sales contract and its statutory obligations. Using a different payment provider does not, by itself, change the Seller already designated.
1.6. For these Terms, the Organiser is PERSONAL BUYER LLC, which assumes a direct contractual obligation to the Customer to ensure proper fulfilment of the entire order, including through appointed parties, and provides the Pukamuka Service Guarantee. The Seller is the legal entity identified before payment which sells the goods, receives all Customer payments for the particular Personal Buyer order (goods, delivery, Additional Services and Service Guarantee) and issues the relevant sales and payment documents. The Customer is an adult individual, sole proprietor or legal entity acting through an authorised representative. Pukamuka is a brand and technology platform, not a separate legal entity.
2. Placing and confirming an order
2.1. The Customer supplies the country of purchase, product link or accurate description, brand, model, item/reference number, size, colour, quantity, specifications and recipient details. The Customer is responsible for the accuracy of this information. The Seller must fulfil the order in accordance with the agreed specifications and applicable product requirements.
2.2. Before payment, the Customer receives confirmation of the Seller’s legal name and details, the contents of the order, product price, agreed Additional Services, currency, shipping information, possible additional charges and cancellation and return terms. If product availability or price has not yet been confirmed by the original retailer or supplier, this is clearly indicated.
2.3. An order is accepted for performance following appropriate confirmation and payment on the agreed terms. If the supplier cannot supply the goods, changes the price or declines the purchase, the Seller agrees a replacement, additional payment or cancellation with the Customer, including any refund due. Goods must not be substituted or extra charges collected without the required agreement.
2.4. The Seller may not be changed after payment merely by technically redirecting it. Any change of the selling party requires a lawful arrangement, proper disclosure and the Customer’s agreement, with a refund or new payment where necessary.
3. Product prices, payment and additional charges
3.1. The sales price of the goods is set by the Seller and disclosed before payment. The invoice shows the actual sales price agreed with the buyer. The Seller’s internal purchase prices, trading margin and settlement arrangements with suppliers do not form separate contractual terms with the Customer unless disclosure is required by law.
3.2. The total order price may include delivery from the retailer to the warehouse, international shipping, warehouse handling, agreed Additional Services, the Pukamuka Service Guarantee, third-party charges and other costs disclosed before payment or before an additional payment is agreed. Where the Customer selects the Service Guarantee, PERSONAL BUYER LLC is identified as its provider and its price and terms are shown as a separate order component, but the amount is paid to the Seller as part of the single order payment. Where an amount is not included in the initial payment, the basis and method of calculation are explained in advance.
3.3. The Seller identified for a particular Personal Buyer order is the sole recipient of all initial and subsequent Customer payments for that order. The payment covers the goods, delivery, warehouse handling, agreed Additional Services and any selected Pukamuka Service Guarantee. PERSONAL BUYER LLC provides the Service Guarantee and remains directly responsible to the Customer for performing it and for the obligations assumed by the Organiser in relation to the order as a whole, but the Customer makes no separate payment to the Organiser for components included in the total Personal Buyer order amount. Proper payment to the designated Seller discharges the Customer’s corresponding payment obligation for the amounts included in that order.
3.4. The legal name of the Seller, as the sole recipient of payment for the Personal Buyer order, is disclosed before payment and must be consistent with the payment and sales documents. To fulfil the order, the Seller may, in its own name and at its own commercial risk, procure the goods from suppliers and engage warehouses, logistics, customs and other service providers, including in another jurisdiction. Such parties do not become a party to the Customer’s sales contract merely because they participate in procurement or fulfilment. The Seller’s internal agreements, purchase prices, margins, settlement flows and other commercial terms with its suppliers and service providers remain confidential and do not form part of the Customer’s contract, except where disclosure is required by law or necessary to protect the Customer’s rights.
3.5. Where international shipping is calculated after goods arrive at the warehouse, the Seller confirms the charge and payment method before dispatch. If the Customer declines an optional Additional Service that was not mandatory or agreed, available alternatives may be selected.
4. Sale of goods and documents
4.1. The contract for the sale of goods is concluded between the Customer and the Seller identified before payment. The place of the Seller’s original procurement, the country of dispatch, the identity of a supplier or the Seller’s use of a separate logistics or warehouse provider does not change the party to the Customer’s sales contract. At the same time, PERSONAL BUYER LLC, as Organiser, is independently contractually bound to the Customer to ensure proper fulfilment of the Pukamuka order as a whole, including agreed Additional Services and any selected Service Guarantee. The Customer may raise concerns regarding improper performance directly with the Organiser; this does not remove or reduce the Seller’s contractual or statutory obligations.
4.2. The Seller provides an appropriate sales confirmation, invoice, bill or other document required by applicable law. Documentation must reflect the actual sale, the Seller’s legal identity, the Customer, the goods, the price and the delivery arrangements.
4.3. Regardless of the country of purchase, sales, payment and international shipment documents must reflect actual transactions. Applicable tax and customs obligations are determined by law.
4.4. For lawful verification and proof of performance, records may be retained of the order number and date of acceptance, version of the Terms, payment confirmations, purchasing and sales documents, warehouse records, photographs, weights, export documentation, tracking, proof of delivery, refunds and complaints. Retention and access are governed by applicable law and the Privacy Policy.
5. Warehouse receipt and Additional Services
5.1. The Organiser coordinates with the Seller and appointed partners to receive and identify the goods, handle them at the warehouse and prepare them for international delivery, and is contractually responsible to the Customer for proper performance of those operations, including where contractors carry them out. Checking external labels does not, without a separately agreed service, constitute testing functionality, authenticity or the full contents of a shipment.
5.2. The Customer may order Additional Services, including consolidation or splitting of orders, exterior photographs, product photographs (up to the quantity specified in the tariff), video inspections, checks for completeness and functionality, protective packaging, volume reduction, removal of the original box, storage, returns and other options available for the particular country and goods.
5.3. The price, scope and expected result of each Additional Service are agreed before it is performed. A limited inspection does not guarantee the discovery of hidden defects. Removing packaging or consolidating shipments may affect weight, size, appearance and customs treatment; the relevant consequences are explained before the Customer selects the option.
6. International delivery, export and customs
6.1. The Organiser is contractually responsible to the Customer for the proper arrangement and performance of international delivery, irrespective of which Seller, warehouse, carrier or other partner physically handles the shipment. The Seller retains its own obligations to hand over and deliver the goods under the sales contract and applicable law. The Customer may contact Pukamuka about any delivery issue without having to deal directly with an appointed contractor.
6.2. Export and customs formalities are carried out by the relevant parties to the actual transaction in accordance with legal requirements. The shipper, exporter, product and value information in the documents must be accurate. The Customer may be asked to provide supporting documents or confirmations.
6.3. Delivery periods are estimates unless the order expressly specifies a guaranteed period or special guarantee. Material delays or route changes are communicated within a reasonable time.
6.4. Customs duties, taxes and clearance charges payable upon import into Ukraine are borne by the person designated by law and the agreed delivery terms. If not included in the price, this is disclosed before the order is accepted. The Customer supplies accurate customs information and documentation; the Seller must not deliberately declare an understated value.
6.5. The order price includes only those taxes and charges expressly stated in the confirmed sales terms. Where mandatory import taxes, charges or clearance fees are payable separately, this is disclosed before contract formation or the calculation method is provided where the exact amount cannot reasonably be known in advance.
7. Shipping costs and storage
7.1. If international delivery was not included in the initial payment, the charge is calculated after warehouse receipt and processing using weight, dimensions, product category, route and the current agreed tariff. The Seller informs the Customer of the final amount and payment deadline.
7.2. Under the standard storage arrangement, where agreed for the order, goods are stored free of charge for 3 calendar days following notice that the international shipping charge has been calculated and is due for payment. From the fourth calendar day, a charge of USD 1 per order for each additional calendar day, or the equivalent in the payment currency, is incurred. Where a separate additional-storage service has been purchased, its agreed terms apply.
7.3. If no payment is received within 30 calendar days of notice that the shipment is ready for dispatch, the Seller may initiate a properly documented procedure for return, continued storage or other lawful handling of the goods, with appropriate notice. Automatic disposal solely because 30 days have elapsed, without a lawful basis, is not permitted.
7.4. Charges do not accrue for delays caused by the Seller or by unavailability of the Seller’s payment methods where charging them would be unfair or unlawful.
8. Cancellation and voluntary returns
8.1. The Customer may request cancellation before the goods are purchased. The Seller refunds amounts due, taking into account lawful grounds and agreed services actually provided, without deducting unauthorised charges.
8.2. Where goods have been purchased but remain at the warehouse in the country of purchase, the Customer may request an Additional Return Service, subject to the original supplier’s return policy, product characteristics, deadlines and practical feasibility. The return-service charge and related costs are agreed before the service is performed.
8.3. Once goods have been dispatched to Ukraine, returns may require a different procedure, including international transport and import or export formalities. The Seller provides information on the available method and agreed costs.
8.4. A paid voluntary return service does not restrict statutory consumer rights, including the right to withdraw from a distance contract where applicable or to seek remedies for non-conforming goods, non-delivery, damage or other breaches. The scope, time limits and exceptions are determined by applicable mandatory law. Certain products, such as personalised goods, may be subject to lawful withdrawal exceptions, but a discount or clearance sale does not automatically remove non-waivable rights.
9. Refunds, complaints and payment disputes
9.1. PERSONAL BUYER LLC, as Organiser, is contractually responsible to the Customer for proper fulfilment of the Personal Buyer order as a whole, including the procurement arrangements, performance in accordance with the agreed order, delivery, Additional Services, complaint handling and ensuring that refunds due are made. The Customer may raise any issue through Pukamuka’s single support channel and seek resolution directly from the Organiser. The Seller remains independently liable for the sale, conformity of the goods and refunds required under applicable law. Any remedy provided by one party is taken into account to prevent double recovery.
9.2. When submitting a claim, the Customer provides the order number, a description of the issue and any available photos or documents. If packaging is damaged on delivery, it is advisable to record this with the carrier, but the absence of a carrier report does not remove rights that cannot lawfully be excluded.
9.3. Refunds of payments made for Personal Buyer orders, including goods, delivery, Additional Services and the Service Guarantee, are processed through the Seller that received those payments, generally to the original payment method and within the applicable statutory time limits. The Organiser is contractually responsible to the Customer for coordinating and ensuring that refunds due are made, as well as for its own compensation obligations under the Service Guarantee. Actual crediting times depend on the bank and payment provider without altering mandatory refund deadlines. The same amount may not be recovered twice.
9.4. Actual expenses may be deducted only where lawful, duly agreed and consistent with the Customer’s non-waivable rights. Fees or payment expenses may not automatically be withheld from a refund that must be made in full under the law.
9.5. The Customer may dispute a payment with their bank in accordance with the applicable bank and payment-scheme rules. The Seller may respond to a dispute, submit admissible evidence, prevent double recovery and challenge clearly fraudulent claims, but may not prohibit a lawful payment dispute.
10. Pukamuka Service Guarantee
10.1. PERSONAL BUYER LLC (Ukraine) is the sole provider of the Pukamuka Service Guarantee to Customers in Ukraine, regardless of which company sells the goods. The guarantee is offered as a separate, voluntary paid Additional Service. Before it is selected, the Customer is informed of its price (including any 3% rate applied to a clearly defined basis), the covered events, the maximum amount and method of compensation, the start of any time period, exclusions, evidence requirements and claims procedure.
10.2. Where expressly agreed, the Service Guarantee may provide for separate contractual compensation payable by PERSONAL BUYER LLC if the order is lost, totally destroyed or damaged beyond use, or its agreed international delivery period is exceeded by more than 30 working days. The terms of the selected option specify how a claim is established, the calculation method, the maximum amount and the payment timeframe. The existence of the option does not automatically entitle the Customer to compensation for every delay or instance of damage.
10.3. The Pukamuka Service Guarantee is an independent contractual undertaking by PERSONAL BUYER LLC to the Customer in Ukraine, even though its price is included in the full Personal Buyer order amount paid by the Customer to the Seller. Claims under the guarantee are submitted directly to Pukamuka. Whether or not the Customer purchases the optional guarantee does not reduce the Organiser’s other obligations for the order as a whole, the Seller’s statutory duties or the Customer’s non-waivable rights. The legal nature of the guarantee depends on its actual substance and applicable Ukrainian law, not merely on its marketing name.
11. Prohibited goods, checks and Customer responsibility
11.1. Orders are not accepted for goods prohibited by law, sanctions, carrier requirements or banking restrictions, including weapons, ammunition, explosives, narcotics, unlawful medicines, counterfeit goods, certain hazardous materials and excisable or controlled products. Prior checks may be required for battery-powered electronics, fragrances, cosmetics, certain supplements, valuable goods, vehicle parts and other higher-risk categories.
11.2. The Seller or its partners may conduct reasonably necessary checks of identity, payment legitimacy, sanctions, end use, product documents and customs compliance. Where the order cannot lawfully be fulfilled, it may be cancelled, refunded or otherwise resolved in accordance with law.
11.3. The Customer is responsible for the accuracy of information supplied, lawful use of the goods and steps required for commercial imports. The Seller may not shift its own responsibility for incorrect or defective goods, or for its contractors’ errors, to the Customer.
12. Orders by sole proprietors and companies
12.1. Sole proprietors and legal entities may place orders for business use where the goods, route and purpose are permitted. Separate pricing, documentation, customs, certification, liability and return conditions may apply, provided they are disclosed before contract formation.
12.2. The authorised representative of a business Customer confirms their authority. Statutory consumer protections applicable to individuals buying for personal use do not automatically extend to B2B orders.
13. Personal data, electronic documents and support
13.1. Data may be shared between the website administrator, PERSONAL BUYER LOGISTICS S.R.L. as the Romanian technology operator, the specific Seller, warehouses, carriers, payment providers and customs authorities only for defined purposes, to the extent necessary and on appropriate lawful grounds. Where PERSONAL BUYER LOGISTICS S.R.L. is also the Seller for a particular order, it additionally processes the relevant data in its capacity as Seller. See the Privacy Policy.
13.2. Electronic acceptance is recorded through a button or other clear confirmation, together with the version of the accepted terms and material order details. Having a club Account does not, by itself, create a sales contract.
13.3. Official enquiries may be sent through the Account or to assistant@pukamuka.com. The Organiser is the single point of contact: it coordinates the Seller and partners, monitors the progress of complaints and informs the Customer of the outcome. The Customer retains any statutory right to approach the Seller directly.
14. Governing law and disputes
14.1. The sales contract is governed by the law identified in the terms of the relevant Seller and applicable conflict-of-laws rules, without restricting mandatory consumer protections or mandatory rules on jurisdiction. Parties may first seek resolution through customer support without waiving other legal remedies.
15. Liability and force majeure
15.1. The Organiser is independently contractually responsible to the Customer for proper fulfilment of the order as a whole, including the acts and omissions of the Seller and other parties involved in its performance, within the scope of the Organiser’s undertaking. The Seller retains its own liability for the sale of goods, payments, refunds and for honouring the buyer’s non-waivable rights. Any remedy provided by one party is taken into account to prevent double recovery. Force majeure is assessed under applicable law and does not extinguish refund or buyer-protection obligations that continue to apply. If a provision is invalid, the remainder of the contract remains effective.
16. Changes and language versions
16.1. These Terms may be amended for future orders from the stated effective date; orders already paid for remain subject to the accepted version, except for lawful amendments. The version and language accepted by the Customer are recorded. For contracts with the Ukrainian Organiser and its Service Guarantee provided to Customers in Ukraine, the Ukrainian text is the base version. Translation differences cannot restrict the Customer’s non-waivable rights or alter the obligations accepted by the actual Seller for the order.
17. Seller details and contact information
17.1. Potential Sellers are listed in clause 1.3. The legal name, registration details, address and contact details of the Seller for the individual order are displayed before the contract is concluded and payment is made, and in the sales confirmation or invoice as required by law. Organiser of all Pukamuka services: PERSONAL BUYER LLC, Ukrainian company identification code (EDRPOU) 45849496, 40 John McCain Street, Office 241, Kyiv 01042, Ukraine; single support email: assistant@pukamuka.com.
