Refund policy

1. Right of Withdrawal (Order Cancellation)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

2. Conditions for Withdrawal

You may inspect and handle the goods to establish their nature, characteristics, and functioning, just as you would in a physical shop. You may be held responsible for any diminished value of the goods resulting from handling beyond what is necessary for this purpose.

To exercise your right of withdrawal, please provide proof of purchase, such as your order number, order confirmation email, or receipt.

3. Items Not Eligible for Return

The right of withdrawal does not apply to:

• Personalised or custom-made products, for example items where you have chosen your own text, name, or image. These are excluded from the fourteen-day withdrawal right under European Union law;
• Gift cards.

All other products offered by Flick & Puff, even if produced on demand after you place your order, are not considered personalised and may be returned within the fourteen-day withdrawal period.

4. How to Exercise Your Right

• To withdraw from your purchase, please contact us at team@flickandpuff.com within 14 days of receiving your order. You may use the withdrawal form provided below, but its use is optional.
• Once we confirm your request, we will provide you with the correct return address for your order. The fourteen-day period for returning the goods starts from the day you receive the return instructions from us.

Please do not return any items without prior confirmation, as they may be refused or lost.

• After receiving the return address, you must send the goods back without undue delay and no later than 14 days from the day you receive the return instructions. Returned goods should be handled and packaged with reasonable care to avoid damage or depreciation beyond normal inspection, and should be returned in their original condition, including packaging and any accessories, as far as reasonably possible. Please include proof of purchase (such as your order number, order confirmation email, or receipt) in the package.

You may still comply with the fourteen-day deadline by keeping proof (e.g., a postal receipt or tracking number) that the goods were sent back within this period. The risk of loss or damage of the goods remains with the customer until the goods are handed over to the carrier.

5. Costs of Returns

If you exercise your right of withdrawal, you are responsible for the direct cost of returning the goods, unless they are faulty, damaged, or incorrectly supplied.

In cases of defective, damaged, or wrong items, Flick & Puff will cover the cost of return shipping and offer you a replacement or full refund.

6. Refunds

We will refund all payments received from you, including the cost of the original standard delivery (if paid), within 14 days from the day we receive your withdrawal notice. However, we may delay the refund until we have received the returned goods or until you have provided proof of sending the goods back, whichever occurs first.

Refunds will be made to the same payment method and in the same currency used for the original order, unless you agree otherwise.

Please note:

• Your bank or payment provider may require additional time to process the refund and make it available to you;
• If you chose a non-standard delivery method (e.g., express shipping), we will not refund the additional costs;
• If you fail to return the goods, or if the goods are lost in transit due to your own actions, you may be held responsible for the diminished value of the goods.

7. Exchanges

If you would like a different size, colour, or product, please return the original item for a refund and place a new order.

8. Faulty or Non-Conforming Goods (Warranty Rights)

Please check your order upon delivery. If an item is defective, damaged, or incorrect, contact us at team@flickandpuff.com within 7 days of delivery and provide a short description of the issue, ideally with photographs.

We may ask you to return the item for inspection before issuing a replacement or refund. If the item is confirmed to be defective, damaged, or incorrect, Flick & Puff will arrange a replacement or full refund at no cost to you, including the cost of return shipping.

For lost or undelivered orders, please reach out promptly after the expected delivery date.

This suggested timeframe does not affect your statutory rights under European Union law, which allow you to claim faulty, damaged, or non-conforming goods, or seek remedies for non-delivery, within 2 years from the date your order was expected to be delivered.

These warranty rights apply in addition to, and do not affect, your right of withdrawal under European Union consumer protection law.

9. Model Withdrawal Form

If you wish to cancel your order, you may use the form below. Its use is optional.

Have questions? Contact us at team@flickandpuff.com

Last updated: November 2025