Returns and Exchanges
Refund and Return Policy
Effective Date: 12/09/2024
At Puffbase LLC, we prioritize transparency and fairness in transactions conducted through our marketplace. This Refund and Return Policy outlines the rights, obligations, and processes related to returns and refunds, providing maximum protection for both buyers and vendors. Puffbase LLC acts solely as an intermediary and assumes no liability for disputes, product defects, or returns.
- General Terms
- Puffbase LLC facilitates transactions between buyers and vendors but does not manufacture, sell, or distribute products.
- Vendors are exclusively responsible for the products they list and for handling all return and refund requests.
- Buyers and vendors agree to abide by this policy when using the Puffbase platform.
- Eligibility for Returns
- Return Period
- Buyers must initiate a return request through the Puffbase platform within 7 calendar days of receiving the product.
- Condition of Items
- Products being returned must meet the following conditions:
- Be in their original, unused, and undamaged condition.
- Retain all original packaging, tags, labels, and accessories.
- Show no signs of tampering, wear, or unauthorized alterations unless the item is defective.
- Products being returned must meet the following conditions:
- Return Period
- Defective Items
- Definition of Defective Items
- Defective items include those with manufacturing defects, damages incurred during shipping, or other faults rendering them unfit for their intended use.
- Return Process for Defective Items
- Defective items may be returned at no cost to the buyer. Vendors are responsible for providing prepaid return shipping labels or reimbursing return shipping costs.
- Inspection and Resolution
- Vendors must inspect returned items promptly and determine eligibility for a refund or replacement within 5 business days of receiving the defective item.
- Definition of Defective Items
- Non-Defective Items
- Buyer Responsibilities
- Buyers are responsible for all return shipping costs for non-defective items.
- Condition Requirements for Returns
- Non-defective items must be returned in their original form, free from any damages, wear, or alterations. Failure to meet these requirements may result in additional charges.
- Restocking Fees
- Vendors may charge a restocking fee of up to 100% of the product’s value if:
- The returned product is damaged, used, or altered by the buyer.
- The return is incomplete (e.g., missing packaging, tags, or accessories).
- The product is deemed unsellable due to the buyer’s handling.
- Vendors may charge a restocking fee of up to 100% of the product’s value if:
- Buyer Responsibilities
- Return and Refund Process
- Initiating a Return
- Buyers must submit a return request through the Puffbase platform, including detailed reasons and supporting evidence (e.g., photos).
- Vendor Response
- Vendors must respond to return requests within 3 business days, providing approval, denial, or additional instructions.
- Return Shipping
- Buyers must ship items using the method specified by the vendor within 5 business days of receiving return instructions. Proof of shipment must be provided.
- Vendor Inspection
- Vendors must inspect returned items within 5 business days of receipt and notify the buyer of their decision.
- Refund Processing
- Approved refunds must be issued by vendors via the original payment method within 10 business days of return inspection.
- Initiating a Return
- Disputes and Resolution
- Vendor-Buyer Disputes
- Puffbase encourages buyers and vendors to resolve disputes directly through the platform’s communication tools.
- If no resolution is reached, Puffbase may, at its sole discretion, provide limited mediation but assumes no liability for the outcome.
- Vendor-Buyer Disputes
- Final Authority
- Vendors retain final authority on return eligibility, provided decisions comply with this policy and applicable laws.
- Limitations of Liability
- Puffbase is not liable for any damages, losses, or claims arising from:
- Product quality, defects, or misrepresentations by vendors.
- Shipping delays, errors, or damages.
- Return and refund disputes between buyers and vendors.
- By using the Puffbase platform, buyers and vendors acknowledge and accept these limitations.
- Puffbase is not liable for any damages, losses, or claims arising from:
- Compliance with Laws
- Buyers and vendors are responsible for ensuring that all transactions comply with applicable local, state, and federal laws, including those governing the sale and return of smoke-related products.
- Amendments to the Policy
- Puffbase reserves the right to modify this policy at any time. Material changes will be communicated to users via email or platform notifications. Continued use of the platform constitutes acceptance of the revised policy.
Contact Information
For additional assistance, please contact Puffbase at:
Puffbase LLC
2278 American Ave, Hayward, CA 94545
sales@puffbase.com
510-387-0118