This Refund Policy explains when and how you can get a refund on purchases from puffcell.com. It works alongside our Returns & Warranty page. For wholesale/bulk orders, specific terms may apply by agreement.
1. When you can get a refund
- Non-delivery: if your order is not delivered within the maximum timeframe and carrier tracing confirms loss, we refund or reship.
- Defective on arrival: devices that are faulty or damaged on arrival, reported with photos within 48 hours of delivery.
- Wrong item: if we shipped the wrong product, we arrange return and refund/replacement.
2. Hygiene & sealed-product limit
For safety and hygiene, vaping devices and e-liquid are sealed consumer goods. We can only refund unopened, sealed, resaleable items returned within 14 days of delivery. Once a device’s seal is broken we cannot accept a change-of-mind return, except where it is defective.
3. How to request a refund
- Email info@puffcellvape.com with your order number and the reason.
- For defects, attach clear photos/video of the fault.
- We confirm eligibility and, if required, a return address or prepaid label.
4. Refund timing
Once we receive and inspect the returned item (or confirm non-delivery), refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the funds.
5. Non-refundable
- Opened or used devices and e-liquid (except defective).
- Items damaged through misuse, dropping or liquid exposure.
- Shipping fees unless the order was wrong or not delivered.
6. Chargebacks
Please contact us before opening a chargeback. We resolve the large majority of issues quickly once we have your order details.
Last updated: 11 September 2026.
