Return Policy
We want you to be happy with your order from Puffside. This policy explains how returns, exchanges and refunds work. It forms part of our Terms & Conditions.
How to request a return
All returns start with an email to our customer service team at info@puffside.com. Please do not post any items back before we have replied. Returns sent without approval may not be accepted.
In your email, include:
- Your order number
- The product name and flavour
- What the issue is and when you noticed it
- Clear photos or a short video of the product and packaging (for faulty, damaged or incorrect items)
We aim to reply within 2 business days with the next steps.
Faulty, damaged or incorrect items
If an item arrives damaged, is faulty, or is not what you ordered, email info@puffside.com within 14 days of delivery. Once we have confirmed the issue, we will offer a replacement or a refund, and cover the cost of any return shipping we ask you to arrange.
A product is not considered faulty where the problem is caused by misuse, accidental damage, modification, exposure to heat or water, charging with unsuitable equipment, or normal use of the product’s capacity (for example, a device that has run out of e-liquid or reached its expected puff count).
Change of mind
Because our products are nicotine products that are consumed orally, we cannot accept change-of-mind returns on any item that has been opened, used, or removed from its sealed packaging.
Unopened items in their original, sealed and undamaged packaging may be returned for change of mind if you email info@puffside.com within 14 days of delivery. For change-of-mind returns:
- Return shipping is at your cost, and the original shipping fee is not refunded.
- Items must reach us in resaleable condition; if they do not, we may decline the refund and return the items to you.
- Items bought on sale or with a promotional discount are refunded at the price you paid.
Items we cannot accept
- Opened or used products, unless faulty
- Items without an approved return request
- Items returned more than 14 days after delivery, unless you have a right to a remedy under the Australian Consumer Law
Refunds
- Once your return is approved (and, where applicable, received and inspected), we will email you to confirm the refund.
- Refunds are made to your original payment method. Depending on your bank, it can take 5 to 10 business days to appear.
- If you would prefer an exchange for a different flavour or product, let us know in your email and we will arrange it subject to stock.
Lost or undelivered parcels
If your tracking shows your order as delivered but you have not received it, or your parcel has not arrived within the expected timeframe, email info@puffside.com within 14 days of the expected delivery date and we will investigate with the courier.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This policy does not limit those rights.
Contact
For anything related to returns, refunds or exchanges, email info@puffside.com.