To return an item for any reason, you must obtain a STICK & BOWL Return Merchandise Authorization (RMA) form from a member of our Customer Service team. If you wish to return or cancel your order, please contact us via our email at info@puffpro.com. Any unauthorized returns will be processed.
Returns must be received within 14 calendar days of the issuance of the RMA. If the item is not returned within this time frame, we will not be able to accept it. Once we receive your returned item, it may take up to 7 business days to process and ship your replacement/refund. Below are some guidelines for dealing with unwanted or defective items and order cancellations.
Important: When returning an item, we ask for proof of shipment. If you return the item and we do not receive it, we will be unable to assist you further without proof of shipment.
Unclaimed Items
Unclaimed items may be returned within 30 days of delivery, provided they have not been opened, have not been used and are in the same condition as when sold. For hygiene reasons, e-liquids, disposable e-cigarettes and clearomizers are not covered by this policy and are only returnable if faulty.
Items must be returned in the condition they were sold in; opening any items is considered “acceptance” and you will not be able to return them (as unclaimed).
Faulty Items
If you have received an item that you believe is faulty, please visit our support team and find a description of the problem you are experiencing. We may be able to offer a solution. If you cannot find a solution, please submit a support ticket and a support representative will provide you with further advice or return information.
All faulty items are tested. If no fault is found, the item will be sent back to you.
Order Cancellation
If you wish to cancel your order before it is dispatched, you have half an hour after placing your order to do so. We aim to deliver your order as quickly as possible, so we use a very fast pick, pack and dispatch method. Therefore, we will not be able to cancel your order if you notify us of your cancellation after 2pm (regardless of the half-hour grace period).
If your order has been dispatched, you have 14 days from the time you receive it to cancel. However, you will need to return the item to us before we can issue you a refund.
