Terms of service
These Terms of Service govern the use of PB Products as the parent company of Puffbabe.com and other social and commercial platforms. Please read these Terms carefully before using the products provided by us. By accessing or using any of Puff Babe’s products or services, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use the Service
PACKING ERRORS:
If you receive a packing error you must keep all your packaging, Please picture what you received, the outer packaging and all products received. Without this information we are unable to assist so it is crucial you keep hold of this for our customer service reps to resolve as quickly as possible.
Upon receiving the incorrect item or item quantity, please email our customer service team at puffbabeenquires@gmail.com and include your order number, an image of the order you received and an image of the packing slip included in your order (a white label). Please note that if your order has been signed and checked for quantity with the correct signing - we hold the right to not offer a refund/exchange, this will be down to the interpretation of our customer service team.
We will need you to return the incorrect items back to us in order for us to re-dispatch your order - We provide free returns. Please ensure no products are used or opened if incorrect as we will be unable to resolve this.
WHY HAS MY ORDER BEEN CANCELLED?
If our website flags your order as fraudulent for any reason, Puff Babe reserves the right to cancel your order without hesitation. We may also cancel your order if a product is out of stock due to fault, broken or missing.
MY ORDER HAS BEEN RETURNED
If your parcel is returned to us for any reason, including an incorrect postal address, failed delivery attempts, or the parcel not being collected from the post office within the carrier’s holding timeframe, you will be required to cover the cost of reshipping your items. This is because the original shipping fee has already been used to dispatch your order, and a new shipping label must be created.
If you do not wish to have your order reshipped, a refund can be issued once the parcel has been received back by us. Please note that original shipping fees are non-refundable.
You have 28 days from the original purchase date to request either a reshipment or a refund. Any requests made after this period will not be eligible.
DUTIES & TAXES
International shipments may be subject to customs duties, import taxes, and administrative fees imposed by the destination country. These charges are not included in our product prices or shipping fees. All such charges are the sole responsibility of the customer and must be paid directly to the relevant customs authority or shipping provider for the parcel to be released. The shipping provider will contact the customer using the email address provided at checkout with instructions regarding any duties or taxes due.
The customer is responsible for ensuring that all contact information is accurate and that these communications are monitored and actioned within the timeframe provided by customs or the carrier. Failure to pay or respond may result in the shipment being significantly delayed, returned, or in many cases, destroyed by customs. Returned international parcels can take up to 3 months (or longer, depending on local customs processes) to make their way back to us, and in many cases, parcels are not returned at all because they are disposed of by customs when charges remain unpaid.
Please note that if a parcel is returned to us due to unpaid duties or taxes—despite multiple reminders from the shipping provider—we are unable to issue a full refund. This is because international carriers and customs authorities do not reimburse shipping costs for unclaimed or unpaid parcels. However, once the parcel is returned to us, we are happy to resend it to you. In this case, you will be required to pay a new shipping fee before the parcel is dispatched again. If you do not wish to have your order resent, unfortunately we are unable to offer a refund
CAN I CHANGE MY ORDER?
Once an order has been placed, this cannot be amended manually including adding or cancelling a product. Please take extra care and caution when ordering. This is because labels are continuously printed and with the high influx of orders we are unable to alter or change the contents.
Change of address cannot be done after your order has been placed. So please be extra cautious when placing your order.
MARKED AS DELIVERED:
If your parcel is marked as delivered and you have not received your Puff Babe package, we would recommend checking with your neighbours to ensure nobody has taken in your parcel by mistake. If the parcel is not to be found we will need to raise a claim, a claim can take up to 30 days for a solution. We are unable to resend/refund until we have an outcome from the courier service. We will keep you updated throughout the communication of the claim. This is something that is completely out of our control so please bear this in mind when sending over an email to our customer service team.
COMMUNICATION:
We request that you refrain from sending multiple emails simultaneously. Doing so may inadvertently prolong our response time as it pushes your inquiry to the back of our queue. Consequently, this could result in delays in addressing your concerns.
Furthermore, should you encounter any issues regarding your order, we encourage you to reach out to our Customer Services team within 28 days of your purchase. This allows us ample time to investigate and resolve any concerns efficiently. Please note that any issues reported after this specified timeframe may not be processed.
MY ITEM HAS BEEN MISHANDLED:
Any items that are received damaged, we, unfortunately, cannot be held responsible for. All items are sent from our warehouse in A-grade condition so any damage to the item will most likely be a result of mishandling during delivery. Due to these items being discounted, we cannot offer any exchanges or refunds including percentage refunds. In this instance, we would advise reaching out to the courier service regarding this.