Refund policy


🔄Return & Refund Policy

✨ We hope you are happy with your Puffino Toys purchase. However, we understand that sometimes a product may not be the right fit for you and you may wish to request a refund. Refunds are accepted within 14 days of receipt of goods. Please contact us in writing by email at info@puffinotoys.com for instructions on how to return your item. Full details of our Return & Refund Policy are outlined below. ✨

 

🛍️ Click & Collect

  • Click & Collect orders follow the same returns & refunds rules as delivered orders.

 

✅ Right to Cancel

  • Customers may cancel their order within 14 days of receipt (EU Consumer Rights Directive).
  • You must contact us first before sending any return. Returns sent without prior approval will not be accepted.
  • Once approved, you have an additional 14 days to return the goods.

 

📋 Conditions for Returns

  • Items must be unused, in original packaging, and resalable.
  • Returns must include all accessories, manuals, and free gifts (if applicable).
  • Customers are responsible for return postage costs, unless the item is faulty or incorrectly supplied.
  • Returns must be sent using a tracked delivery service. Puffino Toys is not responsible for parcels lost in transit.
  • We are not responsible for the package until it arrives at our warehouse.
  • Once received, refunds are processed within 14 days.

❌ No returns are accepted for:

  • Sale items
  • Gift cards
  • Personalised/customised products
  • Hygiene‑sensitive items if packaging has been opened

🧾 Gift Cards – Cooling‑Off Period (Digital Gift Cards Only)
Gift cards are normally non‑returnable. However, under Irish consumer law, customers may cancel a digital Puffino gift card within 14 days of purchase, provided the card has not been redeemed.
Once any part of the gift card balance has been used, the right to cancel no longer applies and the card becomes non‑refundable.

 

💳 Refunds

  • Refunds are issued to the original payment method.
  • Delivery charges are refunded only if the item was faulty or incorrectly supplied.
  • Refunds are processed within 14 days of receiving the returned item.

 

🛠️ Faulty or Damaged Items

  • If your product arrives faulty or damaged, contact us immediately.
  • We may request photos of the damage to help us investigate.
  • Puffino Toys will arrange a replacement or issue a full refund, including delivery costs.
  • Please note that damaged items as a result of wear and tear are not considered to be faulty.

 

🔄 Exchanges

  • Puffino Toys does not offer direct exchanges. If you would like a different product, please follow our returns process to receive a refund, and place a new order separately. This ensures accurate stock management and faster service.

 

📦 How to Return

  1. Contact us at 📧 info@puffinotoys.ie to request a return.
  2. Pack the item securely in its original packaging.
  3. Send the parcel via a tracked service to:
    Puffino Toys, Canburrin, Caherciveen, V23CT96, Co. Kerry, Ireland.
  4. Keep proof of postage and tracking until your refund/exchange is confirmed.

     

    🎄 Peak Seasons

    • During busy periods (e.g., Christmas), processing times for returns and refunds may be longer.
    • We will keep you updated if delays occur.

     

    ⚖️ Customer Rights

    • This policy does not affect your statutory rights under Irish, EU consumer law.

     

    We’re always happy to help! If you have any questions or need support, reach out to us at info@puffinotoys.ie