Refund policy
At WARMPUFF, we want you to receive your order in good condition. Please read our Return and Refund Policy carefully before making a purchase.
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return request, contact us at support@warmpuff.store. Please include your order number, a description of the damage, and supporting photographs.
If your return request is approved, we will provide instructions on how and where to return the item, if a return is necessary. Please do not send any item back without first receiving instructions from us. Unauthorised returns may not be accepted.
You can always contact us for any return question at support@warmpuff.store.
We only accept return requests for items that arrive damaged, subject to review and applicable consumer protection laws.
We do not accept returns or exchanges for change of mind, personal preference, incorrect size or colour selection, ordering the wrong item, or other reasons unrelated to damage, except where a return, cancellation, refund, or other remedy is required by applicable law.
If your item arrives damaged, please contact us as soon as possible after receiving your order. You must provide clear photographs showing the damage so we can assess your request.
Damages and Issues
Please inspect your order upon receipt and contact us as soon as possible if your item arrives damaged or defective, or if you receive an incorrect item.
For damaged-item claims, please provide clear photographs of the affected product and, where applicable, its packaging and shipping label. This information helps us assess the issue and determine an appropriate resolution.
If the damage is confirmed, we may arrange a return, replacement, refund, or another appropriate remedy depending on the circumstances and applicable law.
If you receive an incorrect, defective, or materially misdescribed item, please contact us so we can review the issue and provide any remedy required by applicable law.
Exceptions and Non-Returnable Items
Except where required by applicable law, we do not accept returns for reasons unrelated to damage, including change of mind, personal preference, or incorrect selections made when placing an order.
Certain products may also be subject to specific return restrictions under applicable law, including perishable goods, personalised or custom-made products, personal care items, hazardous materials, flammable liquids, and gases.
Please contact us if you have questions about the eligibility of your item.
Nothing in this policy excludes or limits any consumer rights or remedies that cannot lawfully be excluded.
Exchanges
We do not offer exchanges for change of mind, personal preference, or incorrect product selections.
If your item arrives damaged or defective, please contact us with your order details and supporting photographs. We will review your request and advise you of the available resolution, which may include a replacement where appropriate.
Statutory Cancellation Rights
Customers may have cancellation, return, refund, or other consumer rights under the laws applicable to their purchase.
For example, eligible online purchases delivered to the United Kingdom may generally be cancelled within 14 days of receiving the goods, subject to applicable exceptions. Other jurisdictions may provide different rights and time limits.
Where mandatory consumer protection laws provide cancellation or return rights, those rights will apply notwithstanding any other provision of this policy.
Refunds
If a refund is approved or required by applicable law, we will notify you and process the refund to your original payment method where possible.
We generally aim to process approved refunds within 15 business days. The time it takes for the funds to appear in your account may vary depending on your bank, credit card issuer, or payment provider.
If more than 15 business days have passed since we confirmed your refund, please contact us at support@warmpuff.store.
Contact Us
If you have questions about this Return and Refund Policy or need assistance with a damaged item, please contact us at:
Email: support@warmpuff.store
Please include your order number in your message so we can assist you more efficiently.