Didn't suit you or something isn't working? You can handle everything online in a few minutes – no registration required, just your order number and email.
Fill in the online form
On the Withdrawal and Claims page, enter your order number and email, select the items and reason. You'll receive confirmation with the date and time immediately.
Pack and send
Send the goods within 14 days to the address MEXCOR s.r.o. – PuffHouse (reklamácie), Drevárska 6, 902 01 Pezinok. For an approved claim, we will reimburse your shipping costs. We do not accept cash on delivery.
Money back or exchange
Once we receive the shipment, we will refund the payment within 14 days using the same method you paid with, or send a new item – your choice.
14-day returns without giving a reason
- Applies to unopened goods in undamaged packaging – devices, accessories, unopened pods, e-liquids, pouches and disposables with an intact seal.
- For hygiene reasons, opened e-liquids, pods, pouches and used or opened disposable e-cigarettes cannot be returned (detailed instructions).
- The 14-day period runs from receipt of the shipment; it is enough if you send us the withdrawal within that period.
Defect claims
- We are liable for defects for 2 years from delivery. We will handle a claim within 30 days at the latest; for disposables and pods, usually by replacement within a few days.
- In the form, describe how the defect manifests; a photo or short video and the batch code from the packaging will help.
- Detailed rules: Claims Policy.
Exchange for a different flavour or variant
Exchanges are handled as a return and a new order – it's the fastest way (the new order ships immediately, we process the return after receiving the shipment). If you want an exchange as part of a claim, please state this in the form.
Gift with purchase and Puff Points
If returning goods reduces the order value below the gift threshold, you must also return the gift (or we will deduct its value). Puff Points earned for returned goods will be deducted.
Need advice?
web@puffhouse.eu · +421 911 600 430 · Po–Pia 9:00–15:30. We're happy to help via the contact form too.