Return policy
Imagine, I know it’s difficult to believe, but imagine you are not satisfied with your purchase at Puff Puff Palace. Then you have the option to return your purchase to us within 2 weeks (14 days) after it was delivered at your door.
- Under what conditions can I return a product?
For bongs, pipes, vaporizers, etc. we do require that the products gets returned unused (due to hygienic reasons), sealed in its original package.
All other items should be sealed in their original package undamaged (unless it arrived damaged) and unused (if possible).
- Okay, I accept the conditions, but what is the next step?
When you can ship the item back under the correct conditions, please e-mail us at info@puffpuffpalace.com. Please do not send back an item without contacting us first through that e-mail address. Once you arranged a return of the product with our staff, you can return it back to us. More information will be provided during this process by our staff. If the product got damaged before arrival at your place, you will receive a replacement once we receive the original product back from you (or as soon as the product is in stock) and after a thorough inspection of our team.
- My product got damaged when I opened the package, what do I do now?
We feel your pain. As long as you contact us with this issue within 7 business days after the package got delivered at your place we can work something out. Send us an email to support@puffpuffpalace.com and inform us about the damage, and provide some pictures. In the next step we send you instructions to return the product to us, and after the product passed the inspection of our team we will send a replacement product.
- My product stopped functioning properly, and I have a (still valid) warranty on the product.
Contact us at info@puffpuffpalace.com with a brief explanation and some proof with pictures to show what exactly is going wrong. If possible the product will be repaired, otherwise you will receive a replacement.
- I want a refund.
Only after the conditions stated here above, and after an approved inspection of those conditions, a refund will be made to you in the form of store credit or it will be made over through bank transfer.
Remarks:
The costs to return the products is to be paid by the customer, unless the item was under a valid warranty or if the product was damaged during shipping.
If you have any other questions, please feel free to contact us at info@puffpuffpalace.com