Return Policy

Return Window

If the product is unused and undamaged, you can return it within 30 days of receiving it, without giving any reason. Items must be returned in their original condition and packaging, with all parts and accessories included.

Non-Returnable Items

For hygiene reasons, opened hygienic products and personalised or custom-made items cannot be returned unless they are faulty.

Damaged or Wrong Items

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong product. We will resolve the issue at no cost to you, including return shipping.

How to Request a Return

To start a return, email info@pufino.net with your order number, or use our contact form. We will send you the return address and instructions. We usually reply within a few hours.

Refunds

Once we receive and inspect the returned item, your refund is issued to your original payment method within 24 hours. Depending on your bank, it may take a few additional days to appear in your account. Refunds can only be made to the card or account used for the original purchase.

Exchanges

The fastest way to exchange an item is to return the original and place a new order for the item you want. Contact us and we'll guide you through it.

Return Shipping

Unless the item is faulty or incorrect, return shipping costs are the customer's responsibility. We are not responsible for returns lost in transit, so please return items with a tracked service.

Cancellations

You can cancel your order free of charge before it ships by emailing info@pufino.net. Once cancelled, the full amount is refunded without any deduction.