Return & Refund Policy

Company Contact Details

1. Core 30-Day Free Return & Exchange Guarantee

1. Return request is submitted within 30 calendar days after delivery confirmation;
2. Merchandise remains unused, unwashed, undamaged and unmodified, with all original tags, packaging, accessories intact;
3. The item is not categorized as final sale, clearance, custom-made or personalized goods.

2. Products Excluded from Free Return & Exchange

• Custom-printed, engraved or personalized bespoke goods;
• Clearance flash sale, marked final-sale merchandise;
• Disposable personal hygiene items, undergarments and swimwear for sanitary protection reasons;
• Goods damaged by improper wear, self-alteration, machine washing or artificial destruction after receipt.

3. Step-by-Step Return Application Process

1. Send a return/exchange request to our support email contact@puffykins.com, including your full order number, customer full name and clear reason for return;
2. Our service team will review your submission within 1–3 business days. If your request meets our eligibility standards, we will send a pre-paid return shipping label to your registered email address;
3. Fully repack all products with original packaging, attach the provided return label to the exterior of your parcel, and drop off the package at the designated carrier location following our instructions;
4. Reply to our support mailbox with your return package tracking number for official records.

4. Refund Processing Rules

1. After we receive and inspect your returned items and confirm they satisfy all return standards, we will initiate your full refund within 3–7 business days;
2. Refunds will be returned to your original payment account via Stripe or PayPal. The exact arrival timeline depends on your payment provider’s settlement speed, which is out of our control;
3. Original domestic shipping fees paid at checkout are non-refundable, unless your return is triggered by our warehouse errors: wrong item shipment, factory defective products or size mismatch caused by our mistake;
4. If you select product exchange instead of monetary refund, we will arrange free re-delivery of replacement items after receiving your returned parcel.

5. Return Shipping Responsibility

1. Qualified requests submitted within the 30-day valid window: We cover all return shipping costs through pre-paid labels, no extra fees charged to customers;
2. Requests submitted after the 30-day expiration period: Free returns are unavailable. If we exceptionally approve your late return, all return shipping fees and restocking charges will be fully borne by you;
3. International customers: All cross-border customs duties, import taxes generated during return transit are the buyer’s sole responsibility.

6. Defective, Wrong Item Special Handling

1. Reach out to our support team within 7 calendar days after parcel delivery, and provide clear photos of the outer package, product defects or incorrect goods;
2. We will cover all return shipping expenses, and you may choose between a full monetary refund or free re-delivery of correct merchandise;
3. We will reject compensation claims for damage if you fail to provide required photo evidence within the 7-day window.

7. Scenarios for Return Rejection

• Your application exceeds the 30-day free return time limit;
• Returned goods are worn, stained, damaged, or missing original tags and packaging;
• The product belongs to non-refundable excluded categories listed above;
• You fail to send back the package within 10 days after we issue your return shipping label.

8. Force Majeure