Refund Policy
Return & Exchange Policy
14-Day Returns & Exchanges
We want you to love your purchase. If you are not completely satisfied, we accept returns and exchanges within 14 days of the delivery date.
Eligibility
To qualify for a return or exchange, items must be:
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Unused, unworn, and in their original condition.
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Complete with all original packaging and tags attached.
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Free from stains, odors, damage, or alterations made after delivery
Cross-border Supplementary Rule: Regardless of whether the return reason is a quality issue or personal preference, any extra freight, customs duty, tax and surcharge incurred when returning goods from a non-local country shall be fully covered by the buyer.
Return Categories
1. Non-Quality Related Returns
If you change your mind or wish to return/exchange an item due to personal preferences (e.g., size, color, or style), you may do so within 14 days of delivery under the following terms:
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Shipping Costs: Customers are responsible for all return shipping fees.
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Destination: Items must be sent to our designated regional return center.
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Processing: Refunds or exchanges will be issued after the returned item passes our quality inspection.
2. Quality-Related Issues
If you receive a defective, damaged, or incorrect item, please notify us within 14 days of delivery.
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Shipping Costs: We will cover 100% of the return shipping costs for verified quality issues.
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Requirement: Please provide clear photos and a brief description of the issue when contacting us.
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Resolution: Once verified, we will promptly arrange a replacement, exchange, or full refund.
Global Return Centers
To ensure faster processing, we operate strategic return centers across three regions:
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Germany Center: Handles returns from all European Union (EU) countries.
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United States Center: Handles returns from the United States, Canada, and Mexico.
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United Kingdom Center: Handles returns from the UK and all other international destinations.
Important Note: Please do not ship items back without prior authorization. Returns sent to unauthorized addresses cannot be processed.
Step-by-Step Return & Exchange Process
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Start Your Request:
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Contact our support team at service@puffit.com with your order number and the reason for the return/exchange.
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Receive Instructions: Once your request is approved through the portal or via email, you will receive detailed shipping instructions and the appropriate center address.
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Ship the Item: Package your item securely and ship it to the designated regional center.
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Inspection & Resolution: Once we receive and inspect the item, we will process your refund or ship your replacement.
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Tracking: For exchanges, a confirmation email with a new tracking number will be sent automatically as soon as your replacement ships.
Contact Us
If you have any questions or need assistance with your return, please reach out to us at:
EU Right of Withdrawal
For customers residing in the European Union, this policy does not affect your statutory rights under applicable consumer protection laws.
You have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason. To exercise this right, you must inform us of your decision by emailing service@puffit.com or submitting a request via our contact form before the 14-day window expires.
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Return Cost: Customers exercising their right of withdrawal are responsible for the direct cost of shipping the goods back.
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Timeline: Items must be sent back without undue delay, and no later than 14 days from the date you notified us of your withdrawal.