Order Cancellation

Orders can be cancelled free of charge before they are dispatched. Once an order has shipped, it can no longer be cancelled. If you need to change or cancel an order, please contact us as soon as possible at info@puffcellvape.com.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or with the wrong item, please notify our support team within 48 hours of delivery with your order number and clear photos of the issue. We will arrange a replacement at no additional cost, or issue a full refund once the claim is verified.

For your safety, please do not use a damaged or leaking device before contacting us.

Eligibility for Returns and Exchanges

To be eligible for a return or exchange, the following conditions must be met:

• The item is unused, in its original packaging and in resalable condition.
• A proof of purchase (order number or receipt) is provided.
• The return request is submitted within 14 days of the delivery date.

Return Process

1. Contact us at info@puffcellvape.com with your order number and a brief description (plus photos for damaged items).
2. Our team will review your request and provide a Return Authorization (RA) number along with the return address.
3. Pack the item securely in its original box and include the RA number inside and on the outer carton.
4. Ship the return using a trackable carrier. We are not responsible for parcels lost in transit without tracking.
5. Once we receive and inspect the return, we will notify you of the outcome within 3 business days.

Refunds

Approved refunds are credited back to the original payment method within 5–10 business days, depending on your bank or card issuer. We will send you a confirmation email once the refund has been issued.

Non-Refundable Items

• Gift cards and store credit.
• Items marked as final sale or clearance.
• Products returned more than 14 days after delivery.
• Items showing signs of use, contamination, or missing original packaging.
• E-liquid bottles that have been opened or whose seal is broken (for hygiene reasons).

Return Shipping Costs

For damaged, defective or incorrect items we cover the return shipping. For change-of-mind returns, the customer is responsible for the return shipping cost, which will be deducted from the refund amount.

Exchanges

If you would like to exchange an item for a different flavour or product, please contact us first so we can confirm stock. Exchanges are subject to the same eligibility rules above.

Contact Us

Questions about a refund or return? Reach out:

• Email: info@puffcellvape.com
• (Mon–Fri, 9 AM–8 PM GMT+8)