Refund Policy

Right of withdrawal for consumers

A consumer is any natural person who enters into a legal transaction for purposes that can predominantly be attributed neither to his commercial nor to his independent professional activity.

Right of withdrawal

Our standard return policy is valid for 30 days. If 30 days have passed after receipt of the goods, we generally cannot offer you a refund or exchange. The cancellation period is 30 days from the day:

• on which you or a third party designated by you, who is not the carrier, have taken or has taken possession of the goods, provided that you have ordered one or more goods as part of a uniform order and these are or will be delivered uniformly;

• on which you or a third party named by you, who is not the carrier, have taken or has taken possession of the last goods, if you have ordered several goods as part of a single order and these are delivered separately.

If customs duties are incurred as a result of the return shipment, these are to be paid directly by the contracting party. If this is not possible, the customs duties will be deducted from the refund amount. To exercise your right of withdrawal, you must inform us (support@puffyhug.com) by means of a clear declaration (e.g., by e-mail) of your decision to withdraw from this contract. To comply with the revocation period, it is sufficient that you send the notification of the exercise of the right of revocation before the expiry of the revocation period.

Exclusion of the right of revocation

Unless we have agreed otherwise with you, the right of revocation does not apply, among other things, to contracts for the delivery of sealed goods that are not suitable for return for hygienic reasons if their seal has been removed after delivery.

Money Back Guarantee

We offer a satisfaction guarantee for our products. You have 30 days to try Puffy Hug products. If you are not satisfied, we ask that you please note the following conditions:

For returns, please provide us with appropriate documentation:

• Before, During, and After pictures of the product in use.

After reviewing the submitted images, we will issue a refund. Please note that our warranty does not cover tampered, misused, or grossly negligently damaged items. For more information, please visit our website or contact our customer support.

Return Policy

The following requirements must be met in order to receive a refund:

• The items have not been used and do not show signs of use.

• The items are in their original condition and sealed.

• The support team has been contacted for further steps of the return process.

• The items have been returned within 30 days of receipt.

If you have any questions, please contact our customer service team via email at support@puffyhug.com.

Cancellation period

The cancellation period is 24 hours for standard shipping (7-12 business days) and 2 hours for express shipping (2 business days) after the order is placed.

Exchange (if applicable)

We will only replace items within 30 days if they are defective, damaged, or if returns have been initiated. Replacement items are not eligible for exchange or a claim. Email us at support@puffyhug.com.

Shipping Costs & Returns

The customer is responsible for the direct cost of return shipping. You are responsible for paying your own shipping costs to return your item. Shipping charges are not refundable.

Please contact support if you are considering a return. You will then receive further information from our support team. On our returns portal, you will be asked if you want to ship on your own or if you want us to send you a label. If you choose to receive one of our shipping labels, we will deduct the label cost from your refund. In some instances, depending on the reason for the return, we might charge a $10 flat fee for processing & handling. This fee will also be deducted from your total refund. All this information will be shown to you before placing a return.

General Shipping Information

• Customs duties and any applicable taxes must be paid by the buyers themselves.

• Our customers are responsible for the direct cost of return shipping.

• You may consider a traceable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your return shipment.

Incorrect Address Policy

Address Accuracy:

• Customers are responsible for providing accurate and complete shipping addresses at the time of purchase.

• We are not responsible for orders that are lost, misplaced, or returned due to an incorrect or incomplete address provided by the customer.

Delivery Issues Due to Incorrect Address:

• If a delivery issue arises due to an incorrect address provided by the customer, we will not issue a refund.

• In cases where the order is returned to us due to an incorrect address, the customer will be responsible for the cost of reshipping the order to the correct address.

Consequences of Revocation

If you withdraw from this contract, we must refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within 30 days from the day on which we received the notification of your withdrawal from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees because of this repayment.

We can refuse the repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.