Return and Exchange Policy

RETURN AND EXCHANGE POLICY

Our Philosophy:

You are the lifeblood of our business, so, we complete every order with the goal of ultimate customer satisfaction in mind. This is why we handle all returns or exchanges on a case by case basis. We do have some guidelines on these policies below that we strongly urge you to read.


Returns and Exchange Period:

We gladly accept returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange within 30 days of original purchase.

For sanitary and safety purposes, we WILL NOT accept returns any products that have been opened and or used.

If a NON-DEFECTIVE item is opened and/or used, we will not accept the return under any circumstances and they are NOT eligible for a refund. For unopened or unused items, we will accept the return with no restocking fees. For manufacturer defects on the original item, there will be no service fees. Please see return shipping cost below.


Exchange Terms:

In the event of an exchange, items will only be exchanged for the exact same item that was purchased. We WILL NOT exchange products for a different color or finish. In the event your exchanged item is no longer in stock, we will provide you with a list of available finishes to choose from or perform a refund.

In order to be eligible for service under warranty, you must initiate a returns process by contacting us within 30 days of original purchase. The 30-Day Limited Warranty excludes coverage for damage resulting from accidents, abuse, disassembly, customized modification, or user-error. Furthermore, consequential and incidental damages are not covered under this warranty.

All "Dead on Arrival" (DOA), Missing, or Wrong Item claims must be reported back to us within 48 hours from the time of delivery. Please inspect your items carefully upon receiving it, it is your responsibility to check within the time span and notify us of any problems. Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and ARE NOT covered by the warranty.


If you would like to submit a request for refund, replacement or exchange, please contact our returns department by email at info@puffxtrax.com. Please provide us with your FULL NAME, ORDER #, PHONE NUMBER, and REASON(S) for the return. You may be requested to provide pictures or video proof of the issue. If the return is approved, you will receive further instructions on returning the package. Replacements will be shipped out AFTER we receive the defective item.

Return Shipping Costs:

In regards to the cost of shipment for returns, customer are responsible for the costs to ship the items back to us. Once we receive the items and approve the return, we will pay the shipping costs for the replacement item(s). ALL SHIPPING CHARGES ARE NON REFUNDABLE.


Refund Process:

In the event that a refund is issued, the funds from the purchased item(s) will go back to the original Credit Card or Debit Card that was used at the time of purchase. It will take a total of 3-5 business days for the funds to be transferred to the card used. PUFF XTRAX has no control over the amount of time it takes the financial institutions to process the refund once we initiate it. PUFF XTRAX  is not responsible for funds returned to a Prepaid Card in the event the cardholder no longer has possession of it.