Your Cancellation and Return Rights

Depending on the product, order status and applicable consumer law, you may have the right to cancel an order, return eligible goods or request an appropriate remedy.

Nothing on this page limits any mandatory statutory consumer rights that apply to your purchase.

Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will try to stop processing where reasonably possible. However, orders may move quickly through fulfilment and we cannot guarantee that a cancellation request can be completed after processing or dispatch has started.

Cancelling After Dispatch

If an order has already been dispatched, cancellation may need to be handled as a return where the product is eligible for return.

Please contact our team before sending any goods back. We will provide the relevant return instructions where applicable.

Return Eligibility

Whether a product can be returned depends on its nature, condition and the applicable legal rules.

Where a return is accepted, products should generally be returned in an appropriate condition together with any relevant packaging and accessories where reasonably possible.

Products That May Be Excluded

Certain goods may be excluded from standard cancellation or return rights where permitted by law. This may include:

• Perishable goods or products liable to deteriorate rapidly.
• Temperature-sensitive or chilled/frozen products where return is not appropriate.
• Sealed goods not suitable for return for health protection or hygiene reasons once unsealed.
• Goods made to the customer's specifications or clearly personalised, where applicable.
• Other products excluded from cancellation rights under applicable consumer law.

Damaged, Incorrect or Missing Items

If your order arrives damaged, contains an incorrect product or appears to be incomplete, please contact us as soon as reasonably possible.

Please provide your order number and clear information about the issue. Photographs may be useful where the problem relates to visible damage or an incorrect item.

How to Request a Return

Please contact us before returning any product.

When contacting us, provide:

• Your order number.
• Your name and email address used for the order.
• The product you wish to return.
• The reason for the request.
• Relevant photographs or supporting information, where appropriate.

Do not send products to an address unless our team has provided or confirmed the appropriate return instructions.

Refunds

Where a refund is due, it will generally be processed using the appropriate original payment method or another lawful method where necessary.

The time required for a refund to appear in your account may depend on the relevant bank, card issuer or payment service provider after the refund has been processed.

Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and applicable consumer law.

Where goods are faulty, damaged, incorrect or otherwise subject to a statutory remedy, the applicable legal rules will be followed.

Where a customer exercises a cancellation right for otherwise conforming goods, return arrangements and costs may depend on the circumstances and the information provided before purchase.

Refund and Returns Policy

For additional information and to submit a return or refund request, please visit our:

Refund and Returns Policy

Contact

For cancellation and return enquiries:

PUFAI INTERNATIONAL PLASTIC AND PAPER PRODUCTS LTD

Email: pufaiuk@pufai.com

Website: www.pufai.com