Refund policy
Last updated: August 25, 2026
We want you to be happy with your Puffmori order. This Returns & Refund Policy explains our procedures for returns, refunds, damaged items, order changes, and cancellations.
Nothing in this policy limits any mandatory consumer rights provided by applicable law.
Returns
Eligible products may be returned within 30 days of delivery.
To qualify for a return, the product must be unused, unworn, unwashed, undamaged, and in the same condition in which it was received. Original packaging, tags, and proof of purchase should also be included.
Before returning anything, please contact support@puffmori.com with your order number and reason for the return. Our team will review your request and provide the appropriate return instructions.
Do not return an order to the sender address printed on the original shipping package. That address may belong to a logistics provider and may not be our designated return facility. Returns sent without authorization or to an incorrect address may not be recoverable.
Non-Returnable Items
Unless otherwise required by applicable law, we may not accept returns of gift cards, personalized or custom-made products, final-sale products, items that have been used, worn, washed, damaged or altered after delivery, items missing required original packaging, or items returned outside the applicable return period.
For hygiene reasons, certain plush or soft products may no longer be eligible for a change-of-mind return once used, washed, or materially removed from their original condition.
This restriction does not affect claims involving products that arrived damaged, defective, incorrect, or otherwise fail to meet rights provided by applicable law.
Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, incorrect, or incomplete, contact us within 30 days of delivery.
Please provide your order number, a description of the problem, clear photos or videos showing the product, and when relevant, photos of the parcel and shipping label.
After reviewing the issue, we may provide an appropriate solution such as a replacement, refund, or another resolution.
We are not responsible for damage caused after delivery by misuse, improper care, accidents, modification, or normal wear.
Refunds
After an authorized return reaches the designated return location and is inspected, we will notify you of the outcome.
Approved refunds are issued to the original payment method.
After we initiate a refund, your bank or payment provider may require additional processing time before the funds appear in your account.
Original shipping charges, when applicable, are generally non-refundable for change-of-mind returns unless otherwise required by law or the return resulted from our error.
Return Shipping Costs
For change-of-mind returns, customers are responsible for return shipping costs unless applicable law provides otherwise.
If the return is caused by an error on our part, such as an incorrect, damaged, or defective item, we will provide an appropriate resolution and may cover applicable return costs.
We recommend using a trackable return service. Puffmori cannot be responsible for unauthorized return parcels lost while being shipped back to us.
Exchanges
For defective, damaged, or incorrect products, contact support@puffmori.com and we will review whether a replacement or another resolution is appropriate.
For ordinary preference changes, placing a new order after completing an eligible return may be faster than requesting a direct exchange.
Order Changes
Requests to change a product variant, shipping information, or other order details should be submitted within 6 hours of placing the order.
We will do our best to accommodate the request, but changes cannot be guaranteed once an order has entered processing or fulfillment.
If a requested change increases the order total, additional payment may be required.
Order Cancellations
Cancellation requests must be submitted within 6 hours of purchase.
Once an order has been processed, prepared, packed, submitted to fulfillment, or shipped, cancellation may no longer be possible.
To request cancellation, contact support@puffmori.com as soon as possible and include your order number.
Lost Packages
If tracking indicates that a package may be lost in transit, contact us so we can investigate.
We may need to wait for the carrier to complete an investigation before issuing a replacement, refund, or other resolution.
If the carrier confirms the shipment is lost, we will review the order and provide an appropriate resolution.
Incorrect Addresses and Failed Delivery
Customers are responsible for providing a complete and accurate delivery address and contact information.
We are not responsible for delays, unsuccessful delivery, returns to sender, or loss caused by an incorrect or incomplete address supplied by the customer.
Additional shipping charges may apply if a package must be resent after an incorrect address, failed delivery attempt, refusal, unclaimed parcel, or inability of the carrier to contact the recipient.
Contact
For returns, refunds, cancellations, or order assistance: