REFUND, SHIPPING AND PROHIBITED GOODS POLICY

This Policy explains the Pukamuka rules regarding:

• refunds, cancellations and returns;
• shipping, estimated delivery times and parcel processing;
• warehouse operations and parcel handling;
• prohibited goods, restricted goods and compliance rules.

This document supplements the Public Service Contract, Terms and Conditions, Privacy Policy and Cookie Policy published on www.pukamuka.com.

If there is any difference between a general rule and a specific rule in this Policy, the specific rule shall apply to the relevant situation.

Pukamuka provides international shopping assistance, parcel receipt, parcel processing, sorting, temporary storage, consolidation, repacking, forwarding and delivery coordination services to Ukraine.

Pukamuka may perform or coordinate postal, courier, forwarding, warehouse and delivery-related operations directly or through logistics partners, warehouses, postal operators, couriers, customs brokers, fulfilment partners and transport providers.

Pukamuka is not a bank, payment institution, electronic money institution, financial services provider, money transfer service, currency exchange service, investment platform or financial marketplace.

Any amounts paid by the Customer are used exclusively for the Customer's orders, shopping assistance services, warehouse processing, shipping, taxes, customs-related costs, third-party fees and other costs directly related to Pukamuka services.

Pukamuka does not allow its services to be used for money transfers between persons, cash withdrawals, financial balance top-ups, currency exchange, investments, sanctioned activities, fraud, money laundering, terrorist financing, or the purchase, transport or processing of prohibited or restricted goods.

Pukamuka aims to provide a clear, fair and predictable refund policy.

Refunds are handled depending on the stage of the order, the nature of the service performed, costs already incurred, the seller's store rules, carrier rules, customs requirements and applicable law.

The Customer understands that Pukamuka services may involve several independent parties, including online stores, payment providers, carriers, warehouses, couriers, customs brokers and public authorities. Costs charged by such third parties may be non-refundable.

The Customer may have a statutory right to withdraw from a distance contract within the term and under the conditions provided by applicable law.

For Pukamuka services, the right of withdrawal may be exercised before the requested service has been performed or before Pukamuka has incurred costs on behalf of the Customer.

If the Customer requests the performance of the service to begin before the expiry of the statutory withdrawal period, the Customer understands and accepts that:

• services already performed cannot be cancelled retroactively;
• costs already incurred may be deducted;
• fully performed services may no longer be refundable, to the extent permitted by law;
• costs charged by stores, payment providers, carriers, couriers, warehouses, customs brokers or public authorities may be non-refundable.

The Customer may request cancellation of an order if:

• the shopping request has not yet been processed;
• the product has not yet been purchased;
• the parcel has not yet been received, processed or shipped;
• the requested service has not yet been performed;
• cancellation is allowed by the seller, carrier or other parties involved.

Pukamuka will review each cancellation request based on the actual stage of the order.

Cancellation may be refused or limited if:

• the product has already been purchased;
• the seller does not accept cancellation;
• the product has already been shipped by the seller;
• the parcel has already been received and processed;
• the parcel has been sorted, consolidated, repacked, photographed or prepared for dispatch;
• the parcel has been handed over to a carrier;
• payment, processing, shipping, storage, return, customs or other third-party costs have already been incurred;
• the order involves customised goods, time-sensitive goods, restricted goods or situations where return is not possible.

Pukamuka may grant a full or partial refund in the following cases:

• the product could not be purchased;
• the seller cancelled the order;
• the Customer paid more than the amount required;
• the Pukamuka service was not performed;
• the final service cost is lower than the amount paid;
• there is an unused internal balance related to the Customer's orders;
• applicable law requires a refund;
• Pukamuka reasonably decides that a refund is justified.

The following amounts may be refunded:

• amounts paid for products that were not purchased;
• overpaid amounts;
• amounts related to services not performed;
• unused internal balance, if the system allows a refund;
• other amounts that must be refunded under applicable law.

Unless otherwise required by law, the following amounts are not refundable:

• payment provider fees;
• currency conversion costs;
• store or seller fees;
• domestic shipping costs in the seller's country;
• receipt costs;
• processing costs;
• warehouse handling costs;
• sorting costs;
• photography costs;
• external inspection costs;
• consolidation costs;
• repacking costs;
• storage costs;
• international shipping costs;
• return shipping costs;
• customs duties;
• VAT, excise duties or other taxes;
• customs broker fees;
• carrier costs;
• services already performed;
• costs caused by incorrect information provided by the Customer;
• costs caused by ordering prohibited or restricted goods.

If the Pukamuka system displays an internal balance, such balance is only an internal record of amounts related to the Customer's orders, services, shipping, refunds or costs.

This balance:

• is not a bank account;
• is not an electronic wallet;
• is not electronic money;
• is not a payment service;
• is not a deposit;
• does not generate interest;
• cannot be used for transfers to other persons;
• cannot be withdrawn in cash;
• cannot be used outside Pukamuka services;
• cannot be used for currency exchange, investments or payments to third parties unrelated to the Customer's orders.

Refunds of any internal balance are made only through available and permitted payment methods, subject to fraud prevention, sanctions, compliance and identity verification requirements.

Pukamuka will process refund requests within a reasonable time after receiving all necessary information.

The actual time for the Customer to receive funds depends on:

• the payment method used;
• the Customer's bank;
• the payment provider;
• the card scheme;
• fraud prevention checks;
• compliance requirements;
• any disputes or investigations.

Pukamuka is not responsible for delays caused by banks, card schemes, payment processors or other third-party providers.

Refunds are usually made using the same payment method used by the Customer, if such method is available and permitted.

If a refund through the original payment method is not possible, Pukamuka may request additional information and may propose an alternative method, subject to legal, fraud prevention, sanctions and compliance requirements.

Pukamuka does not issue refunds to third parties who are not related to the Customer's order.

Return to the seller may be available only if:

• the seller accepts the return;
• the return period has not expired;
• the product is eligible for return;
• the product has not already been shipped internationally to Ukraine;
• the product is not a prohibited or restricted item that cannot be returned;
• the Customer pays the return costs;
• the return is allowed by the carrier, applicable law and the seller's rules.

Pukamuka does not guarantee that the seller will accept the return.

If the product is defective, incorrect, incomplete or differs from the seller's description, Pukamuka may, where possible, assist the Customer with information or operational steps for return or communication with the seller.

Pukamuka is not the manufacturer of the product and does not guarantee the quality, authenticity, functionality or conformity of products sold by third-party stores.

Any commercial warranty or product-related right applies according to the rules of the seller, manufacturer and applicable law.

If the Customer initiates a chargeback, payment dispute or complaint through a bank or payment processor, Pukamuka may suspend the processing of the order, delivery, refund or account access until the situation is clarified.

Pukamuka may provide payment providers, banks or authorities with relevant information regarding the order, payment, delivery, communication with the Customer and services performed.

This section explains how Pukamuka coordinates the receipt, identification, sorting, warehouse processing, consolidation, dispatch and delivery of parcels to Ukraine.

Pukamuka is not always the actual carrier. Delivery may be performed through couriers, carriers, warehouses, logistics partners, customs brokers and other third parties.

Pukamuka may provide or coordinate:

• an international shopping address;
• receipt of parcels at warehouses or partner centres;
• parcel identification;
• parcel registration;
• sorting and warehouse handling;
• temporary storage;
• weighing and measuring of parcels;
• photography of parcels or products;
• external inspection;
• parcel consolidation;
• repacking;
• preparation of shipping documents;
• preparation for customs processing;
• international delivery to Ukraine;
• handover to a local courier;
• support with customs formalities;
• return to the seller, if possible.

Pukamuka or its logistics partners may perform warehouse operations required for the processing and delivery of parcels.

Warehouse operations may include:

• receipt of parcels;
• visual external inspection;
• scanning and internal registration;
• matching the parcel with the Customer account;
• sorting by route, destination, product category or service type;
• temporary storage;
• weighing and measuring;
• labelling;
• photography, if requested or required;
• consolidation;
• repacking;
• preparation of transport documents;
• preparation for customs processing;
• handover to international or local carriers;
• return processing, if available.

Pukamuka may change the sequence of warehouse operations depending on the route, product category, customs requirements, carrier requirements, operational workload, safety considerations or compliance checks.

Warehouse operations do not include product authentication, technical testing, quality expertise or confirmation of conformity with the seller's description, unless expressly agreed in writing as a separate service.

The availability of routes, international addresses and services may vary depending on:

• the seller's country;
• the warehouse country;
• the transit country;
• the destination country;
• the product category;
• the product value;
• the parcel weight and dimensions;
• carrier rules;
• customs requirements;
• operational restrictions;
• sanctions or compliance requirements.

Pukamuka may modify, limit, suspend or temporarily close certain routes or services for operational, legal, logistics, customs, security or compliance reasons.

A parcel is accepted into the Pukamuka logistics process only after it has been received, identified and registered by Pukamuka or its logistics partner.

Pukamuka may refuse to accept, process or forward a parcel if:

• the parcel is not properly addressed;
• the Customer code or required identifier is missing;
• the recipient data is incomplete or incorrect;
• the parcel cannot be matched to a Customer account;
• the packaging is damaged, open, transparent, unsafe or unsuitable for transport;
• the parcel contains or may contain prohibited or restricted goods;
• the parcel exceeds accepted size, weight, value or category limits;
• the parcel may create legal, customs, operational, safety, reputational or compliance risk.

Acceptance of a parcel for processing does not mean confirmation that the contents are lawful, safe, correctly declared, compliant with customs rules or eligible for delivery.

The Customer is responsible for ensuring that the parcel is suitable for international transport, unless repacking is specifically performed by Pukamuka or its logistics partner.

The packaging must correspond to the weight, shape, size, nature and fragility of the contents and must protect the goods during handling, sorting, storage, loading, unloading, customs inspection and international transportation.

Fragile goods must be properly protected with suitable materials, such as bubble wrap, air cushions, separators, foam, cardboard protection, shock-absorbing materials or other protective packaging.

Sharp edges, glass items, electronics, liquids, cosmetics, perfumes and high-value goods must be packed in a way that reduces the risk of damage, leakage, pressure, impact or accidental opening.

Pukamuka may refuse, repack, reinforce, hold or return a parcel if the packaging is unsafe, damaged, unsuitable, transparent, leaking, open, contaminated or otherwise not fit for transport.

Repacking by Pukamuka does not guarantee full protection against damage and does not remove the Customer's responsibility for the nature of the goods and the risks of transportation.

Pukamuka may apply maximum size, weight and declared value limits for parcels depending on the country, route, carrier, warehouse, product category and customs requirements.

Unless a different limit is displayed in the Customer account or confirmed by Pukamuka, acceptance of oversized, overweight or high-value parcels is subject to prior approval.

Pukamuka may refuse, hold, split, return or require special handling for parcels that exceed the accepted operational limits.

For high-value goods, Pukamuka may request:

• invoice or proof of purchase;
• proof of payment;
• additional identification;
• declared value confirmation;
• insurance selection, if available;
• special delivery or handling instructions.

If the Customer declares a value lower than the actual value, any compensation, customs processing or claim may be limited to the declared value, where permitted by law.

Delivery times displayed or communicated by Pukamuka are estimates, unless Pukamuka expressly confirms a guaranteed delivery time in writing.

Delivery times may depend on:

• the seller's processing time;
• domestic delivery time to the warehouse;
• parcel receipt and identification;
• warehouse workload;
• sorting;
• consolidation;
• repacking;
• photography;
• compliance checks;
• preparation of customs documents;
• international transport;
• customs procedures;
• local carriers;
• weather conditions;
• holidays;
• logistics disruptions;
• authority checks;
• force majeure.

Pukamuka is not responsible for delays caused by stores, carriers, couriers, authorities, customs, banks, payment processors or other third parties.

A parcel may be received at the international address or partner warehouse only if it complies with Pukamuka requirements.

The Customer must correctly indicate:

• first and last name;
• customer code, if assigned;
• full address;
• phone number, if required;
• tracking number;
• information requested by Pukamuka.

If the information is incomplete or incorrect, the parcel may be delayed, refused, impossible to identify or returned.

Pukamuka may identify a parcel based on:

• the Customer's name;
• customer code;
• tracking number;
• order data;
• data received from the store;
• data received from the carrier;
• external labels;
• information available in the system.

If a parcel cannot be identified, it may be held separately until clarification.

Pukamuka may request documents or additional information from the Customer for identification purposes.

If the Customer does not register a parcel or does not provide the necessary information, processing may be delayed.

For unregistered, unidentified or insufficiently documented parcels, Pukamuka may:

• request additional information;
• hold the parcel until identification;
• charge storage fees, if applicable;
• refuse processing;
• return the parcel, if possible;
• dispose of the parcel in accordance with applicable law and rules if it remains unclaimed.

Shipping costs may depend on:

• actual weight;
• volumetric weight;
• parcel dimensions;
• product category;
• delivery route;
• delivery method;
• carrier costs;
• requested additional services.

Pukamuka may weigh and measure the parcel after receipt.

If there is a difference between the data provided by the store and the data measured at the warehouse, the data measured by the warehouse or carrier may be used to calculate the final cost.

The Customer may request consolidation of several parcels if the service is available.

Consolidation may reduce the number of shipments but does not guarantee a reduction in the final cost.

Pukamuka may refuse consolidation if:

• the products are fragile;
• the products are incompatible;
• the products require separate transport;
• there is a risk of damage;
• customs or logistics requirements apply;
• the parcel contains restricted goods;
• the carrier does not accept consolidation.

Pukamuka may repack parcels for:

• product protection;
• volume reduction;
• removal of unnecessary packaging;
• transport preparation;
• compliance with carrier requirements;
• compliance with customs requirements;
• security.

Repacking does not guarantee elimination of damage risk and does not guarantee a reduction in the final shipping cost.

If the service is available, the Customer may request parcel photography or external inspection.

External inspection is not:

• technical testing;
• functional testing;
• quality expertise;
• brand authentication;
• confirmation of product originality;
• confirmation that the product conforms to the seller's description.

Pukamuka may indicate visible damage, visible discrepancies or operational issues, but does not guarantee product quality, authenticity or functionality.

Where available, Pukamuka or its logistics partners may provide electronic tracking of the parcel during the stages of receipt, sorting, warehouse processing, dispatch, international transportation, customs processing and final delivery.

Tracking information is provided for operational convenience and may be updated with delay depending on the carrier, warehouse, customs authority or local delivery partner.

Pukamuka may provide or request proof of receipt, proof of dispatch, proof of handover to a carrier or proof of delivery, where such proof is available from the relevant logistics partner or carrier.

Proof of delivery may include electronic confirmation, courier status, delivery scan, recipient confirmation, locker delivery confirmation, carrier report or other operational evidence.

Delivery to Ukraine may be performed through logistics partners, international carriers, local couriers or other delivery companies.

The Customer is responsible for providing the correct delivery address, phone number, recipient name and other necessary information.

If the address is incorrect or incomplete, the parcel may be delayed, returned, redirected or delivered with additional costs.

If delivery cannot be completed because the recipient is unavailable, the address is incorrect, the phone number is invalid, customs clearance is not completed, payment is not made, the recipient refuses the parcel, or the local carrier cannot complete delivery, Pukamuka or its logistics partner may take one or more of the following actions:

• notify the Customer;
• request additional information;
• arrange a second delivery attempt, if available;
• redirect the parcel, if possible;
• hold the parcel at a delivery point or warehouse;
• return the parcel to the sender, seller or warehouse;
• charge additional storage, redirection, return or handling costs;
• dispose of the parcel in accordance with applicable law and operational rules if it remains unclaimed.

The Customer is responsible for all costs caused by failed delivery, refusal, incorrect address, incomplete recipient data, unpaid charges, customs issues or failure to respond to Pukamuka requests.

The Customer is responsible for:

• accurate product description;
• indication of the real value;
• provision of invoices, receipts or requested documents;
• payment of customs duties, VAT, excise duties, brokerage fees and other mandatory costs;
• compliance with import rules in the destination country.

The Customer authorises Pukamuka and its partners to transmit the necessary information to carriers, customs brokers, customs authorities, tax authorities or other competent authorities.

Authorities may request additional documents, modify the declared value, apply taxes, hold the parcel or refuse import.

If the Customer receives a damaged parcel, the Customer must inform Pukamuka as soon as possible and provide:

• order number;
• tracking number;
• photographs of the outer parcel;
• photographs of the inner packaging;
• photographs of the damaged product;
• proof of product value;
• description of the issue;
• courier report or statement, if available.

Pukamuka will review the situation and, where possible, assist the Customer in the claim process with the carrier or relevant partner.

Pukamuka cannot guarantee that the carrier will approve compensation.

If a parcel is lost or cannot be delivered, Pukamuka will review the situation together with the carriers or partners involved.

Compensation, if applicable, depends on:

• carrier rules;
• available insurance;
• declared value;
• documents provided;
• nature of the product;
• compliance with prohibited and restricted goods rules;
• outcome of the investigation.

Pukamuka is not liable for losses caused by incorrect information provided by the Customer, prohibited goods, undeclared restricted goods, customs refusal, authority decisions or force majeure.

If a parcel is lost, stolen, totally destroyed, partially damaged or partially missing during the logistics process, Pukamuka will review the claim based on the available evidence, carrier rules, declared value, insurance availability, service type and applicable law.

Compensation, where applicable, may be limited to:

• the declared value of the goods, if a declared value or insurance service was selected and accepted;
• the amount approved by the carrier or logistics partner;
• the shipping fee paid for the affected service;
• another amount required by mandatory applicable law.

If the Customer declared a value lower than the actual value, compensation may be limited to the declared value, where permitted by law.

No compensation is payable where the loss, damage or delay was caused by:

• incorrect or incomplete information provided by the Customer;
• unsuitable packaging;
• prohibited or restricted goods;
• customs refusal or authority decision;
• force majeure;
• natural properties of the goods;
• seller's actions or omissions;
• recipient's refusal or failure to collect the parcel;
• failure to provide documents requested for investigation.

Pukamuka may require photographs, videos, the original packaging, proof of value, carrier report, customs documents or other evidence before reviewing a claim.

Pukamuka may offer a free storage period.

After expiry of this period, storage fees may apply.

If a parcel remains unidentified, unpaid, unclaimed or without instructions, Pukamuka may:

• request clarification;
• charge storage fees;
• suspend processing;
• return the parcel, if possible;
• dispose of the parcel in accordance with applicable law and rules.

Pukamuka may open, inspect, photograph, weigh, measure or repack parcels if necessary for:

• identification;
• security;
• compliance;
• checking for prohibited goods;
• customs requirements;
• carrier requirements;
• bank or payment processor requirements;
• parcel protection;
• fraud prevention;
• resolution of a claim.

This section sets out the rules regarding goods that may not be purchased, received, processed, consolidated, transported, imported, exported or delivered through Pukamuka services.

Pukamuka applies these rules in order to comply with applicable law, customs requirements, carrier rules, bank requirements, card scheme rules, payment processor rules, compliance partner requirements and standards for the prevention of fraud, sanctions breaches and illegal activities.

The Customer is responsible for ensuring that the ordered product can be lawfully purchased, transported, exported, imported and delivered.

The Customer declares that they:

• will not order prohibited goods;
• will not hide the true nature of the product;
• will not declare a false value;
• will not provide false documents;
• will not use the service for sanctioned persons or entities;
• will not use the service for fraud, money laundering, terrorist financing or sanctions evasion;
• will provide additional documents upon Pukamuka's request.

The Customer may not use Pukamuka services for the following categories of goods:

43.1. Weapons, Ammunition and Military Products

• firearms;
• weapon components;
• ammunition;
• magazines;
• explosives;
• grenades;
• military devices;
• restricted tactical equipment;
• accessories or parts that may be used for weapons;
• dual-use goods without the required authorisations.

43.2. Drugs, Controlled Substances and Illegal Products

• illegal drugs;
• controlled substances;
• narcotic substances;
• drug consumption products;
• restricted chemical precursors;
• products illegal in the country of origin, transit or destination.

43.3. Medicines and Restricted Pharmaceutical Products

• prescription medicines;
• medicines without required documents;
• restricted pharmaceutical products;
• hormones;
• steroids;
• medical products requiring special authorisation;
• products that cannot be lawfully imported into Ukraine or transported on the relevant route.

43.4. Alcohol, Tobacco and Nicotine

• alcohol, if transport or import is prohibited;
• tobacco;
• cigarettes;
• cigars;
• electronic cigarettes;
• vapes;
• vape liquids;
• nicotine products;
• other products subject to excise or age-related restrictions.

43.5. Cash, Financial Instruments and Documents

• cash;
• coins;
• bank cards;
• prepaid cards;
• cheques;
• securities;
• bonds;
• identity documents;
• passports;
• permits;
• official documents;
• documents that may be used for fraud or false identification.

43.6. Counterfeit Goods and Intellectual Property Infringements

• counterfeit products;
• unauthorised replicas;
• copies of branded products;
• products infringing trademarks, copyrights, patents or other intellectual property rights;
• labels, packaging or accessories intended for product falsification.

43.7. Dangerous Materials

• toxic materials;
• radioactive materials;
• flammable substances;
• corrosive substances;
• compressed gases;
• hazardous chemicals;
• damaged batteries or batteries not accepted by carriers;
• dangerous goods requiring special transport;
• goods classified as dangerous goods and not accepted on the relevant route.

43.8. Animals, Biological Products and Perishable Goods

• live animals;
• restricted plants;
• restricted seeds;
• biological products;
• medical samples;
• blood or derived products;
• perishable foods not accepted for transport;
• products requiring temperature-controlled transport, if such service is not available.

43.9. Sanctioned Goods or Goods with Sanctions Risk

• goods intended for sanctioned persons, entities or countries;
• goods originating from sanctioned persons, entities or countries;
• goods prohibited under sanctions of the European Union, United States, United Kingdom, Romania, Ukraine or other applicable jurisdictions;
• goods that may be used to evade sanctions.

43.10. Other Prohibited Goods

• any goods prohibited by law;
• any goods prohibited by carriers;
• any goods prohibited by customs authorities;
• any goods prohibited by banks, card schemes or payment processors;
• any goods that Pukamuka considers to present legal, operational, financial, reputational or compliance risk.

Some products may be accepted only with prior approval, additional documents or special conditions.

Such products may include:

• perfumes;
• cosmetics;
• dietary supplements;
• packaged food products;
• electronics with batteries;
• luxury goods;
• jewellery;
• watches;
• fragile goods;
• high-value goods;
• goods requiring certificates;
• goods that may require additional customs checks;
• goods with brand protection or counterfeiting risk;
• goods that may require special transport.

Pukamuka may refuse to process restricted goods if it cannot ensure lawful, safe and compliant transport.

Perfumes, cosmetics, liquids, aerosols, creams and similar products may be subject to special restrictions.

Pukamuka may request:

• confirmation of product type;
• invoice or proof of purchase;
• quantity;
• composition or product information;
• confirmation that the product is for personal use;
• carrier approval.

Pukamuka may refuse such products if the route, carrier or law does not allow transport.

Dietary supplements and packaged food products may be restricted or refused depending on:

• composition;
• country of origin;
• destination country;
• customs requirements;
• available documents;
• carrier rules;
• payment processor restrictions.

Pukamuka does not guarantee that supplements or food products can be imported or delivered.

Electronics with batteries, lithium batteries, power banks, devices with accumulators and similar products may be subject to special restrictions.

Pukamuka may refuse transport if:

• the product is damaged;
• the battery is separate and not accepted;
• the carrier does not accept the product;
• documents are insufficient;
• the product is classified as dangerous goods;
• the route does not allow transport.

Luxury goods and high-value products may require:

• invoice;
• proof of payment;
• additional verification;
• insurance;
• special transport;
• recipient confirmation;
• additional customs procedures.

Pukamuka may refuse processing if there is a risk of fraud, counterfeiting, sanctions, payment dispute, undeclared value or insufficient documents.

Pukamuka may refuse, block, return, suspend, destroy or stop processing a parcel, to the extent permitted by law, if:

• the product is prohibited;
• the product is restricted and cannot be safely processed;
• the Customer does not provide documents;
• information is false, incomplete or contradictory;
• there is suspicion of fraud;
• there is sanctions risk;
• there is risk of money laundering or terrorist financing;
• the carrier refuses the product;
• authorities require such action;
• the bank, card scheme or payment processor flags a risk;
• continued processing may create legal, financial, operational or reputational risk.

The Customer is responsible for all costs caused by ordering, receipt, blocking, return, storage, destruction or processing of a prohibited or restricted good, including:

• storage fees;
• return fees;
• shipping fees;
• customs duties;
• brokerage fees;
• authority fees;
• destruction costs;
• third-party fees;
• legal costs;
• damages caused to Pukamuka or its partners.

Pukamuka may conduct checks regarding:

• Customer identity;
• order data;
• source of funds, if required;
• ordered product;
• seller store;
• country of origin;
• destination country;
• sanctions lists;
• fraud risk;
• counterfeiting risk;
• compliance with carrier and payment processor requirements.

Pukamuka may request additional documents before processing an order or parcel.

The Customer may not:

• declare a value lower than the real value;
• hide the nature of the product;
• change the product description to avoid restrictions;
• provide false invoices;
• provide false documents;
• use another person to avoid checks;
• split orders to avoid taxes, limits, sanctions or customs rules.

In such cases, Pukamuka may suspend or close the account, refuse the service and inform competent authorities if necessary or permitted by law.

The list of prohibited and restricted goods may be changed at any time, without prior notice, if there are changes in:

• applicable law;
• carrier rules;
• customs requirements;
• bank requirements;
• payment processor rules;
• card scheme rules;
• sanctions requirements;
• operational or reputational risks.

The Customer must check the applicable rules before ordering a product.

The Customer may submit a claim to:

support@pukamuka.com

The claim must include:

• Customer's name;
• email associated with the account;
• order number;
• tracking number;
• description of the issue;
• photographs or video, if applicable;
• relevant documents;
• proof of product value;
• any relevant communication with the store, carrier or courier.

Pukamuka will review claims within a reasonable time.

To resolve a claim, Pukamuka may request additional information from the Customer, carriers, warehouses, stores, customs brokers, payment providers or other partners involved.

Pukamuka may refuse to review a claim if the required information is not provided or if the claim is submitted too late to allow investigation.

Pukamuka may update this Policy when there are changes to the services, applicable law, payment partner requirements, carrier requirements, customs requirements, compliance risks or internal processes.

The current version is published on the website and applies from the moment of publication, unless otherwise stated.

PERSONAL BUYER LOGISTICS S.R.L.

Registered office: Iaşi County, Municipality of Iaşi, Grigore Ureche Street, No. 3, basement, Class Office Center, office no. 10, at the Law Office of Duhnea Dana Elena, Bl. GH. SONTU

Unique Registration Code: 54614158

Trade Register Number: J2026029213001

EUID: ROONRC.J2026029213001

Main business activity CAEN: 5320 — Other postal and courier activities

Email: support@pukamuka.com