Return & Refund Policy
We want you to be completely happy with your purchase. If something isn’t right, we’re here to help.
Returns
We accept returns within 30 days of delivery.
To be eligible for a return, your item must be:
Unused
In the same condition that you received it
In its original packaging
To start a return, please contact us at:
📩 [support@puffulu.com]
Please do not send your item back before contacting us.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
Used plush toys
Items without original packaging
Sale or clearance items
Gift cards
Exchanges
If your item arrives damaged or defective, we will replace it at no additional cost.
Please contact us within 7 days of delivery with:
Your order number
Photos of the issue
A short description of the problem
We will arrange a replacement right away.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed automatically to your original method of payment.
Depending on your bank or credit card company, refunds may take 3–7 business days to appear.
Late or Missing Refunds
If you haven’t received a refund yet, please:
Recheck your bank or credit card account
Contact your bank or credit card company (processing times vary)
If you still need help, reach us at:
📩 [support@puffulu.com]
Order Cancellations
Orders can be cancelled within 12 hours of purchase.
After this time, the order may already be processed or shipped.
Return Shipping Costs
Customers are responsible for return shipping costs.
Shipping costs are non-refundable.
If the return is due to our error (wrong item, damaged item), we cover all return costs.
Lost or Stolen Packages
Once a package is marked as delivered, we are not responsible for lost or stolen items.
Please contact your local carrier for assistance.
We will help as much as we can on our side.
Contact Us
If you have any questions about returns or refunds, we’re here to help:
📩 [support@puffulu.com]