As a consumer, you have the right to withdraw from a distance contract within 14 days without giving any reason. The fastest way to do so is using the online form – you will receive confirmation with the date and time immediately.
1. Withdrawal period
The period expires 14 days after the day on which you or a third party designated by you (other than the carrier) take delivery of the goods. If we deliver goods from one order in several shipments, the period runs from delivery of the last shipment. The period is met if you send us the withdrawal notice no later than on its last day.
2. How to withdraw
- Online: www.puffhouse.eu/odstupenie – order number + email, select items, electronic confirmation of receipt.
- By email: web@puffhouse.eu (you can use the model form below).
- By post: MEXCOR s.r.o., Matúšova 8027/54, 811 04 Bratislava – mestská časť Staré Mesto.
3. Returning goods
Please send or bring the goods back to us no later than within 14 days from the date of withdrawal at: MEXCOR s.r.o. – PuffHouse (reklamácie), Drevárska 6, 902 01 Pezinok. You bear the direct costs of returning the goods (estimated cost by regular parcel service in Slovakia: 3–5 €). Please return the goods complete, in their original packaging, if possible. We do not accept cash on delivery shipments.
4. Refunds
Within 14 days of receiving the withdrawal, we will refund all payments you have made, including delivery costs (except for additional costs if you chose a delivery method other than the cheapest standard delivery offered). We will refund the payment using the same method you used for payment, unless we agree otherwise; for cash on delivery, by transfer to the account you provide. We may withhold the refund until you return the goods to us or provide proof of sending them.
5. When withdrawal is not possible
Under Section 19(1) of Act No. 108/2024 Coll., you cannot withdraw from the contract for goods sealed in protective packaging which is not suitable for return for health protection or hygiene reasons and whose protective packaging has been broken after delivery. In our range, this concerns:
- e-liquids and refills (pods) with a broken seal or opened packaging,
- disposable e-cigarettes after removal of the protective film / mouthpiece cover or after use,
- nicotine pouches and tobacco refills with opened packaging,
- mouthpieces and other hygiene accessories after unpacking.
You may return unopened goods in undamaged packaging. You are only responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and functionality.
6. Model withdrawal form
(Complete and send only if you wish to withdraw from the contract; the online form is faster)
To: MEXCOR s.r.o., Matúšova 8027/54, 811 04 Bratislava – mestská časť Staré Mesto, email: web@puffhouse.eu
I/We* hereby give notice that I/We* withdraw from the purchase contract for the following goods: ………………………………………………
Date of order / date of receipt*: ……………………… Order number: ………………………
Name and surname of consumer(s)*: ………………………………………………
Address of consumer(s)*: ………………………………………………
Account number (IBAN) for refund: ………………………………………………
Signature of consumer(s)* (only if this form is submitted in paper form): ……………………… Date: ………………
* Delete as appropriate.
This information corresponds to the annex to Act No. 108/2024 Coll. Version 2026-09, effective from 12. 9. 2026.