Refund policy

Puffles Return & Refund Policy

Last Updated: November 2025

Overview

We want you and your pets to love every Puffles product you purchase. If for any reason you’re not completely satisfied, we’re here to help.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition that you received it

  • Unused and unworn (if applicable)

  • In its original packaging

  • Accompanied by a receipt or proof of purchase

How to Start a Return

To start a return, please contact us at hello@puffles.co.za.

If your return is accepted, we will provide:

  • A return shipping label

  • Clear instructions on how and where to send your package

Please note:

  • Items sent back to us without first requesting a return will not be accepted.

  • The return address will be provided upon approval of your return.

You can always contact us with any return questions at hello@puffles.co.za.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if:

  • The item is defective or damaged, or

  • You receive the wrong product

We’ll evaluate the issue and work to resolve it quickly—whether through replacement, repair, or refund.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (e.g., food, flowers, or plants)

  • Custom products (e.g., personalized or special-order items)

  • Hazardous materials, flammable liquids, or gases

Unfortunately, we also cannot accept returns on sale items or gift cards.

If you’re unsure about your item’s eligibility, please contact us at hello@puffles.co.za before sending it back.

Exchanges

The quickest way to get what you need is to return your original item and, once the return is accepted, place a new order for the replacement product.

Refunds

Once we receive and inspect your return, we’ll notify you about your refund status.

If your refund is approved:

  • It will be processed back to your original payment method within 5 business days.

  • Please note that your bank or credit card company may take additional time to process and post the refund.

If more than 10 business days have passed since your refund was approved, please contact us at hello@puffles.co.za.

Contact Us

For any return, refund, or exchange queries, reach out to:

📧 Email: hello@puffles.co.za
🌐 Website: www.puffles.co.za