Return and refund policy

This policy follows UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection. Because these are electronic smoking devices and consumable products, it is applied strictly for hygiene, safety and authenticity.

1. Return window

Return requests must be sent within 3 days (72 hours) of confirmed delivery. Requests after this period are not accepted.

2. Eligible cases

• The item was damaged during delivery.
• The product has a manufacturing defect (does not work on first use).
• You received the wrong product.

3. Non-returnable items

• Opened, used or activated devices.
• Consumables: disposable vapes, pods, e-liquids and nicotine pouches.
• Items without the original seal or packaging.
• Products damaged by mishandling, liquid exposure or modification.
• Personal preference returns (taste or change of mind).
• Orders delivered more than 3 days ago.

4. How to request a return

1. Contact us on WhatsApp within 3 days.
2. Send your order ID, an unboxing video (required for damage claims) and clear product photos.
3. Our team replies within 24 to 48 hours.

A return sent without approval will be refused.

5. Return shipping

• Verified defective or wrong items: free return pickup.
• Other approved cases: the customer pays shipping.

6. Refunds

• Refunds are approved after inspection.
• Processing takes 5 to 7 business days.
• Refunds go to the original payment method; cash on delivery refunds are paid by bank transfer.
• Shipping, service and transaction fees are non-refundable.

7. Exchanges

Exchanges apply only to defective or incorrect items, subject to stock. No exchange for personal preference or opened consumables.

8. Liability

Puffs is not responsible for indirect damages, improper use or compatibility issues after purchase. Use all products according to the manufacturer's guidelines.

9. Contact

WhatsApp or phone: +971 50 156 1887. Support hours: 10am to 10pm UAE time.