When can I return a product?
You can return a product to Puff in the following cases:
- Within 14 days of receipt
- A wrongly delivered product
- Defect when receiving a product
- A repair or replacement under the current warranty conditions and period
- Used evaporators, coils and opened e-liquid packaging cannot be returned
1. Within 14 days of receipt, without specific reason (right of withdrawal)
With purchases in the Puff Store Webshop you have 14 days to change your mind, also called the trial period. Within this trial period you can cancel the purchase without giving any reason and return the product to us. These 14 days start on the day you receive the order. During this cooling-off period, you must handle the product carefully, as well as the packaging. The product may only be unpacked or used to the extent necessary to assess whether you wish to keep the product.
The Puff Store Webshop accepts returns only if the product (with all delivered accessories, and if reasonably possible) in the original condition and packaging is returned. The costs of returning are free if you use our return portal. The purchase amount will be refunded to your account by us no later than 5 days after receipt of your return shipment. ATTENTION: For hygienic and sterile packaged items such as evaporators, coils, mouthpieces and all liquids, the right to return applies only as long as the original packaging is intact.
2. A wrongly delivered product
Did you receive a wrong product? Please contact our customer service as soon as possible (= link customer service contact). We will ensure that you receive the right product as soon as possible. In the case of a wrongly delivered product, the costs of the return will be reimbursed by Puff. In consultation this fee can also take the form of an e-liquid with a value of the shipping costs.
3. Defect on receipt of your product
Some consumables, such as evaporators, are excluded from the 6 months warranty period. A DOA (dead on arrival) guarantee applies to these articles. If the article does not work when you receive it, please contact our customer service immediately. You will receive a new product as soon as possible.
Will you return a product or order? Always contact our customer service first. Many problems can also be solved by telephone or email. We can be reached by telephone on weekdays and on Saturdays via our head office in Amsterdam. You can also contact us via our contact form.