1. 14-Day Return & Cancellation Window

For products that qualify for the statutory right to cancel, you may notify us that you wish to cancel your purchase within 14 days beginning on the day after you receive the goods.

After notifying us of your cancellation, the eligible goods must be returned to us by post within 14 days.

Please contact us before returning an item so that we can provide the correct return instructions and return address.

2. Product Condition

For change-of-mind returns, we accept eligible products in new condition.

Products should be unused and, where applicable, unopened and in their original packaging. You may inspect an eligible product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

Where the value of the goods has been reduced because of handling beyond what would reasonably be permitted in a shop, we may make a deduction from the refund where permitted by law.

Where possible, please include all original packaging, accessories and other items supplied with the product.

3. Products Excluded from Change-of-Mind Returns

The statutory right to cancel does not apply to certain products and circumstances. Depending on the product, these may include:

• Goods that are liable to deteriorate or expire rapidly, including certain perishable food products.
• Chilled, frozen or other temperature-sensitive products where an applicable statutory exception applies.
• Sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed after delivery.
• Goods made to the customer's specifications or clearly personalised.
• Other products or circumstances specifically excluded from the statutory cancellation right under applicable UK consumer law.

These exclusions apply only where permitted by law and do not remove your statutory rights if the goods are faulty, damaged, incorrectly supplied, not as described or otherwise non-conforming.

4. Food & Perishable Products

Some food, grocery and other consumable products may be excluded from change-of-mind returns where they are liable to deteriorate or expire rapidly or where another statutory exception applies.

Chilled and frozen products may also be unsuitable for return where the required storage conditions or temperature chain cannot be verified after delivery and an applicable legal exception applies.

If a food or perishable product arrives damaged, defective, incorrect, unsafe, not as described or otherwise non-conforming, please contact us so that we can review the issue and provide the appropriate remedy.

5. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, incorrect, not as described or otherwise does not conform to the contract, please contact us as soon as possible.

Please provide your order number, a description of the problem and, where reasonably requested, photographs of the product, packaging or damage.

Depending on the circumstances and your statutory rights, an appropriate remedy may include a refund, replacement, repair or another remedy required by applicable law.

6. Missing Items

If an item is missing from your delivery, please contact us with your order number and details of the missing product.

We will investigate the order and delivery information and provide an appropriate resolution where the claim is confirmed.

7. Return Method & Return Shipping Costs

Eligible returns are accepted by post. Please contact us before sending any product back so that we can provide the appropriate return instructions and return address.

For an eligible change-of-mind return, the customer is responsible for arranging the return and paying the direct cost of return postage unless we have agreed otherwise or applicable law requires us to cover the cost.

Where goods are faulty, damaged, incorrect or otherwise non-conforming, we will cover reasonable return costs where required by applicable UK consumer law.

We do not charge a restocking fee.

8. Return Labels

For standard eligible change-of-mind returns, the customer is responsible for the return shipping label and return postage.

We do not include a prepaid return label inside the original package.

Where a product is faulty, damaged, incorrect or otherwise non-conforming, please contact us before returning it. We will provide appropriate return instructions and, where required by law, cover reasonable return costs.

9. Refund Processing Time

Where a refund is due following an eligible return or valid cancellation, we will process the applicable refund within 14 days in accordance with applicable UK consumer law.

Where applicable, the 14-day refund period may run from the date we receive the returned goods or from the date you provide evidence that the goods have been sent back, as permitted by applicable law.

Where a refund is due because goods are faulty, damaged, incorrect or otherwise non-conforming, it will be processed in accordance with your applicable statutory rights.

Refunds are normally issued to the same payment method used for the original transaction unless another method has been expressly agreed where permitted.

After we have processed the refund, additional time may be required for the funds to appear in your account depending on your bank, card issuer or payment provider.

10. Exchanges

We do not offer a general exchange service.

If a product is faulty, damaged, incorrect or otherwise non-conforming, please contact us. Depending on the circumstances and your statutory rights, a replacement or another appropriate remedy may be available.

11. How to Request a Return or Refund

To request an eligible return, report an order problem or request a refund, please use the form below or email pufaiuk@pufai.com.

Please provide your order number and sufficient information for us to identify your purchase and review your request.

Do not send a product back until you have received the appropriate return instructions from us.