Refund policy
Return and Refund Policy of Big Puff Smoke Shop
Last Updated: August 23, 2024
At Big Puff Smoke Shop, we want you to be completely satisfied with your purchase. If you are not satisfied, we’re here to help. This return and refund policy applies to online orders only. In-store return policies may differ.
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at jmvalencia3913@gmail.com. Please note that returns will need to be sent to the following address: Big Puff Smoke Shop, 2067 South Atlantic Boulevard, D, Monterey Park California 91754 United States.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at jmvalencia3913@gmail.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including but not limited to:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns for sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at jmvalencia3913@gmail.com.
Refunds and Returns
We can only issue refunds before your order ships out or once your returned item arrives at our facility and is inspected. Unfortunately, we can't process refunds while the package is in transit with the carrier. This allows us to verify the condition of the returned item before issuing a refund.
- Returned Items: We will gladly accept any returns or exchanges within 7 days from the date of delivery as long as the item is sealed, in original packaging, and in brand new condition.
- Undeliverable Packages: If a package is returned to us due to an undeliverable address (such as an incorrect or incomplete one), we'll issue a refund for the items. However, please note that the shipping fee and adult signature fee are non-refundable.
Defective Items
If an item is defective, you may request to return the item(s) in exchange for a refund. This includes items that do not power on or are expired. We may request a photo or video of the damaged or defective item via email for verification. Once approved, we'll provide return instructions and let you know when to expect your refund. Note that the item(s) must first be returned to our facility before we issue a refund.
Missing Items
In the rare case that an item appears missing from your order, please double-check your order confirmation email or packing slip for a complete list of included items. If the missing item is still unaccounted for, don't hesitate to contact us as soon as possible.
Replacements
We currently don't offer replacements for returned items. However, you're welcome to return any item for a full refund within 30 days of purchase if the item(s) is in new condition or defective. Once we receive the returned item and confirm its condition, we'll process your refund. You can then repurchase the item if it's still available.
Age Verification
To ensure that all products are shipped to verified adults, we require age verification for all orders. If you don't provide verification within 2-3 days of placing your order, we'll cancel it and issue a full refund. If you encounter any problems submitting your age verification, please don't hesitate to contact us for assistance.
Contact Information
For issues regarding your order, please contact our customer service team by emailing jmvalencia3913@gmail.com or by submitting a request through our Contact Us form. For faster processing, be sure to include your order number, full name, and complete shipping address (including postal code), along with your phone number and a brief explanation of the issue.