Return and Exchange Policy

Return & Exchange Policy

14‑Day Returns & Exchanges

We hope you are delighted with your purchase. If you are not fully satisfied with your order, returns and exchanges are available within 14 calendar days from the date of delivery of your item(s).

Eligibility for Returns & Exchanges

To be eligible for return or exchange, all items must meet the following requirements:

• Unused, unworn, and kept in original condition.
• Returned with complete original packaging, hang‑tags and labels attached.
• Free of stains, odors, wear‑and‑tear, damage, or any alterations made after delivery.

Return Scenarios

1. Non‑Quality Related Returns (Change of mind, size / colour / style preference)

You may return or exchange items for personal‑preference reasons within 14 calendar days upon delivery under below terms:

• Return shipping cost: The customer is fully responsible for all return shipping charges.
• Return destination: Goods must be shipped to our corresponding designated regional return warehouse. Unauthorized return addresses will not be processed.
• Processing timeline: Refunds or exchanges will be processed only after returned goods pass our incoming quality inspection.

2. Quality‑Related Issues (Defective, damaged, wrong‑item received)

Please contact our support team within 14 calendar days after delivery if you receive defective, damaged, or incorrect merchandise.

• Return shipping cost: We cover 100% of return‑shipping fees for verified quality‑related issues.
• Requirement: Please supply clear photographic evidence and a short written description of the product issue when submitting your support ticket.
• Resolution: Once our team verifies the issue, we will proceed promptly with replacement, exchange, or full refund for you.

Regional Return Warehouse Addresses

We operate dedicated regional return centers globally for faster inspection and processing. You must obtain prior return authorization (RMA) before sending any goods back. Shipments sent without authorization or sent to non‑matching warehouses cannot be accepted or processed.

🇪🇺 Germany Return Center (For all European Union countries)

• Company Name: 51 Cargo Services GmbH
• Recipient: PUFFIT‑Five one cargo
• Phone: +49 173 5903104
• Full Address: Korschenbroicher Straße 595C, Mönchengladbach, Nordrhein‑Westfalen, Deutschland
• Postal Code: 41065
• Coverage: All EU member states

🇺🇸 United States Return Centers (For USA, Canada, Mexico)

You may return to either US warehouse:

US‑East Coast Warehouse (New Jersey)

• Recipient: GCSS G10736 PUFFIT
• Phone: (+1) 6462475753
• Full Address: 1175 Florence Columbus Rd UNITC (A1‑A11), Bordentown, New Jersey, United States
• Postal Code: 08505

US‑West Coast Warehouse (California)

• Recipient: GCSS
• Phone: (+1) 6462475753
• Full Address: 8375 Sultana Ave Unit 2, Fontana, San Bernardino, California, United States
• Postal Code: 92335

Coverage: United States, Canada, Mexico

🇬🇧 United Kingdom Return Center (UK & all other international destinations)

• Company Name: 51 CARGO SERVICES LTD
• Recipient: PUFFIT‑Five one cargo / ZL0239‑Sager
• Phone: 07940383207
• Full Address: Unit A,Spectrum 23 (go straight after bridge), Sankey Valley Industrial Estate, Newton‑Le‑Willows, Lancashire（Merseyside）, United Kingdom
• Postal Code: WA12 8DN
• Coverage: United Kingdom, plus all other countries & regions not covered by Germany / US return warehouses.

Step‑by‑Step Return & Exchange Procedure

1. Submit return request: You can initiate your return via our Self‑Service Returns Center, or email our support inbox service@puffit.com with your order number and return/exchange reason.
2. Await approval & instructions: Once your return application is approved, we will send complete shipping guidance and specify which regional warehouse you should ship your item to.
3. Package & ship goods: Securely pack merchandise and deliver to the assigned return‑center address. Please keep your shipping receipt and tracking number.
4. Inspection & resolution: After we receive and inspect your returned parcel, refunds or replacements will be processed. Refunds are generally issued within 14 calendar days from the day we receive your returned goods, to your original payment method.
5. Exchange tracking: If you selected an exchange service, a confirmation email containing new tracking information will be sent automatically once replacement goods are dispatched.

EU Right of Withdrawal (Statutory Consumer Rights)

This return policy does not override your statutory consumer‑protection rights for customers residing within the European Union.

You hold the statutory right to withdraw from your purchase within 14 calendar days upon receiving your goods, without providing any reason. To exercise this withdrawal right, notify us of your withdrawal decision before expiry of the 14‑day cooling‑off window: send email to service@puffit.com or submit a request via our website contact form.

• Return‑shipping cost for withdrawal: When exercising your statutory right of withdrawal, the consumer shall bear the direct costs for sending goods back to our return warehouse.
• Return‑shipment deadline: Goods must be returned without undue delay, no later than 14 calendar days counting from the day you inform us of your withdrawal decision.

Contact Support for Returns

Should you have any questions or require assistance for returns and exchanges:

Email: service@puffit.com