TERMS AND CONDITIONS OF PUKAMUKA SERVICES

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.

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 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.

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.

The Customer may not use Pukamuka services for:

• weapons;
• weapon components;
• ammunition;
• explosives;
• dangerous fireworks;
• drugs;
• controlled substances;
• prescription medicines;
• restricted pharmaceutical products;
• medical products without required documents;
alcohol, where transport or import is prohibited;
• tobacco;
• nicotine products;
• cash;
• bank cards;
• identity documents;
• passports;
• securities;
• raw precious metals;
• precious stones without documents;
• counterfeit goods;
• products infringing intellectual property rights;
• toxic materials;
• radioactive materials;
• flammable substances;
• corrosive substances;
• batteries or dangerous products not accepted by carriers;
• live animals;
• non-accepted perishable goods;
• sanctioned goods;
• any goods prohibited by law, carriers, customs authorities, banks, card schemes, payment processors or compliance partners.

Pukamuka may update the prohibited goods list at any time.

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

These may include:

• perfumes;
• cosmetics;
• dietary supplements;
• packaged food products;
• electronics with batteries;
• luxury goods;
• high-value goods;
• fragile goods;
• goods requiring certificates;
• goods requiring additional customs checks.

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

The Customer declares that they:

• are not listed on sanctions lists;
• do not act for a sanctioned person;
• do not order goods for sanctioned persons;
• do not use the service for the benefit of a sanctioned country, entity or person;
• do not use the service for fraud;
• do not use the service for money laundering;
• do not use the service for terrorist financing;
• do not attempt to evade customs controls, taxes, sanctions or legal restrictions.

Pukamuka may:

• request additional information;
• verify data;
• suspend an order;
• block parcel processing;
• refuse service;
• close the account;
• inform competent authorities where necessary or permitted by law.

The Customer must pay all costs associated with the order or parcel.

These may include:

• product cost;
• shopping assistance fee;
• domestic shipping;
• receipt;
• warehouse handling;
• processing;
• sorting;
• consolidation;
• repacking;
• storage;
• photography;
• return;
• international shipping;
• customs duties;
• VAT;
• brokerage fees;
• third-party fees.

Pukamuka may refuse to process an order or parcel until payment is confirmed.

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

This balance:

• is not a bank account;
• is not an electronic wallet;
• is not a payment service;
• is not electronic money;
• 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.

The Customer may request cancellation before the service is performed, if cancellation is possible.

If the product has already been purchased, processed, sorted, stored, shipped, returned or handed over to a carrier, cancellation may be impossible or may involve additional costs.

Refunds may be reduced by:

• costs already incurred;
• payment processor fees;
• service fees already performed;
• warehouse handling costs;
• shipping costs;
• return costs;
• customs duties;
• third-party costs.

Refunds are processed through available and permitted payment methods.

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 parcel has not already been shipped internationally;
• the Customer pays return costs;
• the return is allowed by the carrier and law.

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

Pukamuka may provide a free storage period.

After expiry, 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;
• dispose of the parcel in accordance with applicable law and rules.

The Customer may request consolidation or repacking if available.

Pukamuka may repack parcels for:

• volume reduction;
• product protection;
• removal of unnecessary packaging;
• transport requirements;
• customs requirements;
• safety.

Pukamuka does not guarantee that repacking will reduce the final shipping cost.

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

External inspection is not technical testing, functional testing, brand authentication or confirmation of product quality.

Pukamuka may indicate visible damage, discrepancies or operational issues, but does not guarantee conformity with the seller’s description.

Delivery times are estimates.

Delivery may be affected by:

• seller store;
• carriers;
• customs;
• authorities;
• weather;
• holidays;
• logistics restrictions;
• warehouse workload;
• compliance checks;
• force majeure.

Pukamuka does not guarantee an exact delivery date unless expressly confirmed in writing.

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:

• 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 customs information provided.

The Customer must indicate:

• accurate product description;
• real value;
• quantity;
• supporting documents;
• import purpose, if requested.

Pukamuka and its partners may transmit necessary information to carriers, customs brokers and authorities.

Authorities may request additional information, recalculate value, apply taxes, hold, return or refuse import.

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

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

If a parcel is lost, stolen, totally destroyed, partially damaged or partially missing during the logistics process, Pukamuka will review the claim based on 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.

The Customer must notify Pukamuka of any issue as soon as possible after receiving the parcel.

A claim must include:

• order number;
• tracking number;
• description of the issue;
• photographs or video, if applicable;
• relevant documents;
• proof of product value;
• original packaging, if required.

Pukamuka may refuse to review a claim if the necessary information is not provided or if reasonable notification time has passed.

Pukamuka is not liable for:

• product quality;
• product authenticity;
• seller decisions;
• differences between product and store description;
• seller delays;
• customs delays;
• authority decisions;
• incorrect information provided by the Customer;
• unsuitable packaging;
• prohibited or restricted goods;
• indirect losses;
• lost profit;
• unauthorised commercial use of the service.

Pukamuka’s liability is limited to services actually performed and the limits provided by law.

The Customer must:

• provide accurate data;
• pay costs;
• comply with the Terms;
• not order prohibited goods;
• provide documents upon request;
• respond promptly to Pukamuka requests;
• comply with applicable law;
• not use the service abusively or fraudulently.

Pukamuka may refuse any order or parcel if:

• there is legal risk;
• there is fraud risk;
• there is sanctions risk;
• the product is prohibited;
• the product is restricted;
• data is incorrect;
• payment is not confirmed;
• packaging is unsuitable;
• the carrier refuses the parcel;
• authorities request it;
• payment or compliance partners flag a risk.

Pukamuka may suspend or close the Customer’s account if:

• the Customer breaches the Terms;
• there is fraudulent activity;
• there is sanctions risk;
• the Customer orders prohibited goods;
• the Customer abuses the service;
• the Customer fails to pay costs;
• the Customer provides false data;
• continuing the relationship may create legal, financial, operational or reputational risk.

Pukamuka may communicate with the Customer via:

• email;
• phone;
• SMS;
• account messages;
• chat;
• notifications;
• other available channels.

The Customer is responsible for keeping contact data updated.

Pukamuka may change:

• available services;
• available countries;
tariffs;
• estimated delivery times;
• processing procedures;
• warehouse operations;
• prohibited goods rules;
• logistics partners;
• payment methods;
• storage conditions;
• these Terms.

The current version is published on the website.

Pukamuka is not liable for delays or failures caused by events outside its reasonable control, including:

• war;
• strikes;
• pandemics;
• natural disasters;
• logistics disruptions;
• customs restrictions;
• sanctions;
• authority decisions;
• unavailability of third-party services;
• cyberattacks;
• technical outages.

These Terms are governed by Romanian law, unless mandatory applicable rules provide otherwise.

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

Email: support@pukamuka.com