Refund and Returns

Returns Policy

At Puff Paradise, we aim to ensure your shopping experience is as smooth as the clouds from your favourite vape. However, we understand that sometimes you might change your mind or receive a product that isn’t quite right. Here’s everything you need to know about returning items to us.

How Do I Return Something I’ve Bought from Puff Paradise?

Our returns policy lasts for 30 days. This means you have 30 days from the date you receive your item to request a return. So, if that flashy gold vape kit isn’t sparking joy, we’ve got you covered!

To qualify for a return:

Condition of Item: Your product must be unused and in the same condition as when you received it.
Original Packaging: All hardware must be returned in its original packaging, including any outer sleeves, as these contain important serial numbers. Items missing their original packaging cannot be accepted.
Keep the Extras: Any free gifts or samples included with your order are yours to keep, even if you return the main item.

To begin a return:

Email returns@puffparadise.co.uk with your order number and the reason for the return.
Wait for our reply with instructions on how to send the item(s) back.
Package your return securely to ensure it arrives in good condition. While we appreciate creativity, wrapping your return in clean, sturdy materials works best. Just no old socks, please!

Exceptions to Our Returns Policy

For hygiene and safety reasons, we cannot accept returns on the following items once opened or used:

E-liquids.
Tanks, atomisers, or pods that have been filled with liquid or removed from their sealed packaging.
Vape kits that have been used or filled with liquid.
Drip tips (mouthpieces).
Opened coils or pods.

Exchanges

Need a different item? The easiest way is to place a new order for the product you want and then return the unwanted item for a refund. This ensures you receive the correct item quickly, and we’ll process your refund as soon as your return reaches us.

Refunds

Once we’ve received and inspected your returned item:

If everything is in order, we’ll process a refund for the product value (excluding any original postage costs).
Refunds are issued to the original payment method. Please allow a few days for the funds to appear in your account.

Late or Missing Refunds

Haven’t received your refund after 7 working days? Follow these steps:

Contact us at support@puffparadise.co.uk to confirm your returned item has been received and your refund has been processed.
If confirmed, check with your bank or card issuer to see if the refund is pending. Processing times can vary.

If you’ve followed these steps and still haven’t received your refund, reach out to us via email or call us at 01234 567 890. We’ll assist you promptly.

Sale or Clearance Items

Please note that only regular-priced items are eligible for refunds. Unfortunately, sale or clearance items cannot be refunded.

We’re here to help with any questions or concerns about our returns policy. Contact our team at suupport@puffparadise.co.uk for assistance!

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