Returns Policy
We want you to be happy with every purchase. Below you will find how to return or exchange a product.
1. 14-day period
For purchases from our online shop you can return or exchange a product, without giving a reason, within 14 days of the day you received it.
2. What can be returned
- Unused, complete products, with all parts and documents (instructions, warranty card) and in their original, intact packaging.
- Please send the receipt or invoice together with the product.
3. What cannot be returned
For hygiene and safety reasons, the following cannot be returned or exchanged once opened or used:
- e-liquids, flavor shots, concentrates and bases,
- replacement coils, pods and cartridges, cotton and wire,
- atomizers, tanks and drip tips that have been filled with e-liquid or have been in contact with the mouth,
- disposable electronic cigarettes.
4. How to return or exchange
- Contact us before sending the product, at info@puffandclouds.gr or on 210 6655088, with your order number and the product you are returning.
- Pack the product carefully and send it by courier, or bring it to our shop: 158 Lavriou Avenue, Glyka Nera, 15354.
- We do not accept parcels sent carriage forward or cash on delivery.
5. Shipping costs
- Refund: the cost of sending the product back to us is paid by the customer.
- Exchange for another product: the customer pays for shipping to us and we pay for shipping the new product. If the new product costs more, you pay the difference. If it costs less, we refund the difference.
- Faulty or wrong product: we cover all costs.
6. Refunds
Once we receive and check the product, we refund the amount within 14 days, together with the original shipping cost of the order (up to the cost of standard shipping). For card or PayPal payments the refund goes back to the same card or account. For cash on delivery or bank transfer it is paid to a bank account (IBAN) in the buyer’s name.
7. Faulty products
- Check the parcel when you receive it. If you see visible damage or a wrong product, let us know within 3 days for an immediate replacement.
- For devices that develop a fault later, the legal warranty applies. Contact us and we will offer a repair, replacement or refund.
- The warranty does not cover damage from drops, moisture, misuse or repairs by third parties, nor consumables (coils, pods, cotton, e-liquids).
If you have any questions, we are here to help on 210 6655088 and at info@puffandclouds.gr.
