At Puffexpress, we want every customer to feel confident when shopping for vaporizers, vapes, and accessories. Our Refund & Return Policy is designed to give you peace of mind with every purchase. If for any reason you are not fully satisfied with your order, we’re here to make the return or exchange process as smooth and transparent as possible.

1. Eligibility for Returns

To qualify for a return:

  • The item must be unused, in the original packaging, and in the same condition that you received it.
  • Returns must be initiated within 30 days of delivery.
  • Proof of purchase (receipt, order confirmation, or invoice) is required.

Note: Due to the nature of vaporizers, vapes, and personal devices, we cannot accept returns on items that have been opened, used, or tampered with, unless they are defective.

2. Non-Returnable Items

Certain items cannot be returned, including:

  • Used vaporizers or vapes (for hygiene and safety reasons).
  • Opened e-liquids, vape juices, or herb materials.
  • Clearance or final sale items.
  • Gift cards.

3. Refund Process

Once your return is received and inspected:

  1. We will notify you via email regarding the approval or rejection of your refund.
  2. If approved, your refund will be processed within 5–10 business days.
  3. The refund will automatically be applied to your original payment method.

Shipping costs are non-refundable unless the return is due to a defective or incorrect item.

4. Exchanges

We replace items only if they are:

  • Defective,
  • Damaged upon arrival, or
  • Incorrectly shipped.

If you need to exchange your vaporizer or vape, please email [Your Support Email] with your order details and photos of the issue.

5. Shipping Your Return

To complete your return:

Customers are responsible for paying return shipping costs unless the product is defective or incorrectly shipped.

6. Late or Missing Refunds

If you haven’t received your refund yet:

  • First check your bank account again.
  • Then contact your credit card company or bank, as processing times may vary.
  • If you’ve done all of this and still have not received your refund, please contact us

7. Warranty Coverage

Many vaporizers, including brands like Storz & Bickel, come with a manufacturer’s warranty. If your Mighty Vaporizer or other device is defective within the warranty period, we will guide you through the warranty claim process directly with the manufacturer.

8. Customer Satisfaction Guarantee

At Puffexpress, your satisfaction matters. If you experience any issues, reach out to us first—we’ll do everything possible to resolve the situation quickly and fairly.

9. Contact Us

For all refund and return inquiries, please contact: sales@puffexpress.eu