Every order protected — your payment is held by PUKI while you check the device.
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PUKI Buyer Protection

This is a plain description of what actually happens to your money on a PUKI order, not a marketing summary. If anything here doesn’t match what you experience, contact us and tell us where it’s wrong.

What happens to your money

  1. You pay PUKI, not the seller. Your card is charged and the money is held by Stripe. The seller cannot touch it. If the payment isn’t completed within 15 minutes the order expires and nothing is taken.
  2. The seller has 14 days to send it. If they don’t, the order cancels itself and you are refunded in full, automatically. You don’t have to ask and you don’t have to notice.
  3. We email you after it should have arrived. That email opens your protection window.
  4. You then have three days to report a problem. Your order page shows the exact deadline. Nothing reaches the seller while that window is open.
  5. After the window, the money is still held for three more days before any payout can be released at all.
  6. Then the seller is paid, whether or not you confirmed. If you reported no problem, the payout releases on its own — roughly eleven days after dispatch. You do not have to press anything for the seller to be paid, and you do not get longer by saying nothing.

What is covered

  • It never arrived. Tell us within your three-day window, and don’t confirm receipt.
  • It is not what was described. The wrong model, the wrong storage, a fault that was not stated, or a battery below the grade it was sold as.
  • It arrived damaged. Photographs help.

Report it from your order page, or contact us.

Reporting a problem stops the seller’s payout while PUKI reviews it. PUKI decides the outcome and you’ll be told either way. We don’t promise a particular result on this page, because the result depends on what happened.

Confirming receipt

The one thing to remember: confirming receipt pays the seller straight away and cannot be undone. Check the device before you press it — and if something is wrong, report the problem first.

What isn’t covered

  • Anything raised after you confirm receipt. Confirming pays the seller and ends protection. Check the device before you confirm.
  • Partial refunds. PUKI can’t currently issue a partial refund on any order. A case is settled one way or the other.
  • Changing your mind. This protection is about the device being as described; it is not a right-to-return scheme. Whether you can return a device you simply did not want depends on whether you bought from a business or a private seller. See the Returns page.
  • Deals done off PUKI. If you pay a seller directly — bank transfer, cash, anything outside the platform — none of this applies. There is nothing held and nothing to review.

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.