Puff21 Refund/Return Policy
We have a 7 day return policy.
If you would like to initiate a return, please contact customer support by email at support@puff21.com for a return request. Please provide details including ORDER #, Full Name, Address, Phone Number, and REASON for the return. If approved, you will get directions on shipping the package back. Any refund, store credit, or replacement will be issued once received and processed.
We may request photos or video of damaged or defective items before return. Troubleshooting steps may be required.
Cosmetic damage from manufacturer must be reported within 24 hours of delivery.
You may not return consumable items, including liquids, coils/pods, cartridges, batteries, disposables, edibles, or similar products.
You are responsible for shipping charges on non-defective returns. All shipping charges are non-refundable. If original shipping was free, our shipping cost will be deducted from refund.
A 15% return processing fee may apply if:
- Returns are opened or non-defective.
- Returns show signs of damage or user error.
- Returns are not cleaned and emptied.
Devices must be fully cleaned before return. If item has residual smell or particles, a 15% fee applies.
Promotional items are final sale. If defective, only store credit or refund; no replacement.
For refused orders, 15% processing fee applies, and shipping is non-refundable. Free shipping costs deducted from refund.
We reserve the right to correct errors and are not responsible for typographical errors.