Refund policy

Order Cancellation

We accept order cancellations before the order has been shipped. If your order is successfully canceled, you will receive a full refund.
If the order has already been shipped, we are unable to cancel it at this stage. You may consider contacting our customer service team after receiving the package and follow the return process below.

Return Policy (14-Day Return Window)

We offer a 14-day return window from the date you receive your order.
Please note:
  • Items must be unopened, unused, and in their original condition
  • Return shipping costs are the customer’s responsibility
To initiate a return, please contact our customer service team first. We will guide you through the process.
If the return is due to our error (e.g., incorrect item sent), we will cover the return shipping cost.
For opened or used items, returns may not be accepted in situations beyond our control (such as personal preference, improper use, or external factors). We appreciate your understanding.

Refund Policy

Once we receive and inspect your returned item and confirm it meets the return conditions, we will contact you via email and proceed with your refund.
Refunds are typically issued to the original payment method within 3–7 business days.
For opened or used items, refunds may not be accepted in situations beyond our control (such as personal preference, improper use, or external factors). We appreciate your understanding.

Late or Missing Refunds

If you have not received your refund within 7 business days, please contact our customer service team to confirm the refund status.
If the refund has been issued, we recommend contacting your bank or payment provider, as processing times may vary.

Exchange Policy

Due to shipping limitations, we do not support exchanges while orders are in transit.
If you wish to exchange an item, please contact our customer service team after receiving your order and follow the return process. You may then place a new order for the desired item.
Please note that we do not accept exchange requests for items that have been opened or used.

Contact Us 📞

If you have any questions, please feel free to contact us at: info@puffiair.com
Our customer service team is available Monday to Friday and typically responds within 1–2 business days. During peak periods, responses may be slightly delayed.
If you do not receive a reply, please check your spam folder or ensure the email address was entered correctly.

PuffiAir Team wishes you all the best! ✨