Refund policy
🔄 Return & Refund Policy
At PUFFIES, customer satisfaction is important to us. 💙 We aim to provide a smooth shopping experience and ensure that every order reaches you in the best possible condition.
Please read our Return & Refund Policy carefully before placing an order.
📦 Returns
We accept returns only in the following situations:
- ❌ You received the wrong product.
- 📦 Your product arrived damaged.
- ⚠️ The product has a manufacturing defect.
To request a return, please contact us within 24 hours of receiving your order and provide:
- Your order number 🧾
- Clear photos or videos of the product 📸
- A brief description of the issue
You can contact us at:
All return requests are subject to inspection and approval by our team.
✅ Return Eligibility
To be eligible for a return, the item must:
- Be unused and unopened.
- Be in its original condition.
- Include the original packaging.
- Include proof of purchase or order details.
- Be returned only after approval from the PUFFIES team.
⚠️ Items sent back without prior approval will not be accepted.
🚫 Non-Returnable Items
For hygiene, safety, and product protection reasons, we cannot accept returns in the following cases:
- Products that have been used or opened.
- Items without their original packaging.
- Products damaged due to misuse or improper handling.
- Items returned without prior approval.
- Products where the customer simply changes their mind after delivery.
- Sale or discounted items, unless they are damaged, defective, or incorrect.
- Gift cards or promotional items.
⚠️ Damaged, Defective & Incorrect Items
Please inspect your order as soon as you receive it.
If your item is damaged, defective, or incorrect, contact us within 24 hours of delivery so we can review the issue and provide the appropriate solution.
Please make sure to include clear photos or videos when reporting an issue. 📸
🔁 Exchanges
If your return request is approved, we will guide you regarding the available replacement or exchange options.
The availability of a replacement product may depend on stock availability.
In some cases, customers may be required to return the original product before a replacement can be processed.
💰 Refunds
Once your returned item has been received and inspected, we will notify you about the status of your refund.
If your refund is approved:
- 💳 Advance payments will be processed within 5–7 business days.
- Refunds will be issued through the appropriate payment method.
- Please note that banks and payment providers may require additional time to process and reflect the refund.
- 🚚 Shipping charges are generally non-refundable, unless the mistake or issue occurred on our side.
❌ Order Cancellation Policy
Orders can be cancelled before they are dispatched.
If you wish to cancel your order, please contact us as soon as possible.
For orders requiring a 50% advance payment, any eligible refund may be subject to deductions for:
- Payment processing fees
- Transaction charges
- Other non-recoverable costs, where applicable
Once an order has been dispatched or shipped, it can no longer be cancelled.
📩 How to Request a Return
To request a return or report an issue with your order, please email us at:
Please include:
- Your Order Number
- Your Name
- Clear Photos or Videos of the issue
- A brief explanation of the problem
Our team will review your request and get back to you with the next steps. 💙
💙 Thank You for Choosing PUFFIES
We appreciate your trust and support. Our goal is to provide the best possible shopping experience and handle genuine product issues fairly and efficiently.
PUFFIES 💨 — Shop with Confidence.