Effective Date: 5th October 2025

At Puffuo, we want every customer to be confident about their purchase. If something doesn’t go as expected, our refund policy outlines how to request a return or replacement.

1. Eligibility for Refunds

We accept refund or replacement requests if:

• You received a damaged or defective item
• The wrong product was delivered
• The order was lost during shipping

Requests must be made within 7 days of receiving your order.

2. Non-Returnable Items

Due to the nature of our products, we cannot accept returns for:

• Used or opened vape products, e-liquids, or coils
• Items with broken hygiene seals
• Clearance or sale items

3. Process for Returns

1. Email support@puffuo.com with your order number and reason for return.
2. Our team will review and respond within 48 hours.
3. If approved, you’ll receive return instructions and a shipping label (if applicable).
4. Once the product is received and inspected, we’ll issue a refund or replacement.

4. Refund Timelines

Refunds are processed to your original payment method within 5-10 business days after product inspection.

5. Damaged or Missing Items

Please contact us immediately with photos of damaged packaging or missing items. Claims made after 7 days may not be eligible.

6. Cancellations

Orders can be canceled within 12 hours of purchase if they have not been shipped.

7. Late or Missing Refunds

If your refund hasn’t appeared after 10 business days, contact your bank first, then email us for assistance.

8. Changes to Policy

We may update this refund policy periodically to stay aligned with operational and legal standards.