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Refund & Returns Policy
If something is not right, we want to fix it. Here is exactly what can be returned and how long you have.
Returns
Unopened, unused products in their original packaging can be returned within 30 days of delivery for a refund to the original payment method. The item must be in resalable condition with any seals intact.
What cannot be returned
For hygiene, safety and legal reasons the following are not returnable once they have left us:
- Consumable products — hemp-derived products, kratom, mushroom products and e-liquids — whether opened or not.
- Opened glass, vaporizers, batteries and any device that has been used.
- Items sold as clearance or final sale, where stated on the product page.
This is standard across the category: once a consumable or a used device has left our control we cannot verify its condition or resell it.
Damaged or incorrect items
If your order arrives damaged or you received the wrong item, email info@puffezee.com within 7 days of delivery with your order number and photos of the item and the packaging. We will replace it or refund you — there is no need to ship anything back.
Faulty devices
Vaporizers, batteries and disposables that fail on arrival or within the manufacturer’s warranty period are handled as a warranty claim. Contact us with the order number and a description of the fault and we will either replace the unit or put you in touch with the manufacturer, whichever resolves it faster.
How to start a return
- Email info@puffezee.com with your order number and which items you want to return.
- We will confirm the return and send you the return address. Do not send anything back before you have that confirmation.
- Ship the item back in protective packaging. Return shipping is paid by the customer unless the item was damaged, faulty or incorrect.
- Refunds are issued to the original payment method within 5–10 business days of us receiving the return.
Cancellations
If you need to cancel, email us as soon as possible. We can usually cancel an order that has not yet been packed. Once it has shipped it falls under the returns process above.