Refund policy

RETURN AND REFUND POLICY

Our 15-Day Happiness Guarantee

We want you and your little ones to love your Puffy Pal. If you don't, we'll make it right — no hoops, no hassle.

Returns

You have 15 days from the day your order is delivered to request a return. If your family isn't happy with your Puffy Pal for any reason, contact us at support@shoppuffypals.com or through our Contact Us page and we'll send you return instructions. Once your return is approved and received, we'll issue a full refund to your original payment method.

Please include your order number in all messages so we can help you faster.

Refunds

Approved refunds are issued to your original payment method within 2 business days of approval. Depending on your bank or card issuer, it may take an additional 5–10 business days for the funds to appear in your account.

Damaged, Defective, or Wrong Items

If your Puffy Pal arrives damaged, defective, or isn't what you ordered, contact us within 15 days of delivery with a photo or short video of the issue. We'll send a free replacement or issue a full refund — your choice. You will never pay return shipping for our mistake.

Return Shipping

For change-of-mind returns, the customer is responsible for return shipping costs. For damaged, defective, or incorrect items, we cover everything.

Order Cancellations

Need to cancel? Contact us within 12 hours of placing your order and we'll cancel and refund it in full. After 12 hours your order may already be processed for shipping, in which case the standard return policy applies once it arrives.

How to Reach Us

Email: support@shoppuffypals.com Or use the Contact Us page at shoppuffypals.com — we respond within 1 business day.