This Refund Policy explains when and how you can get a refund on purchases from puffcell.com. It works alongside our Resi & Garanzia 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.
- Seizure in a country we serve: if your parcel is seized or blocked through no fault of yours, we reship your order free of charge or refund the product value, at your preference (details in our Politica di spedizione).
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.
- Parcels seized in destinations we do not serve, or sent via forwarding addresses or incorrect delivery details (see our Politica di spedizione).
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: 16 October 2026.
