Refund policy

Returns & Refunds Policy

At Puff Central, we are committed to producing high-quality, handcrafted products and delivering a reliable customer experience. Due to the nature of our products, particularly those that are perishable, specific conditions apply to returns, refunds, and replacements. Please review this policy carefully before placing an order.

1. Returns – Non-Perishable (“Dry”) Goods Only
Under applicable consumer protection laws, customers may be entitled to a cooling-off period (EU: 14 calendar days under the Consumer Contracts Regulations; UK: 30 calendar days under the Consumer Rights Act 2015). This right applies exclusively to non-perishable, dry goods. Perishable items, including pastries and fresh or frozen products, are excluded from cancellation and return rights due to their limited shelf life.

To request a return of an eligible non-perishable item, you must contact us within 24 hours of delivery at hello@puff-central.com. Approved items must be returned within 7 days of delivery, unused, and in their original condition and packaging. Return shipping costs are the responsibility of the customer. We do not accept returns for perishable products under any circumstances.

2. Perishable Products & Reporting Issues
If your order arrives incomplete, incorrect, damaged, or fails to meet our quality standards, you must notify us within 24 hours of delivery. When reporting an issue, please include your order number, clear photographic evidence of the issue, and retain both the product and its packaging should further inspection be required.

Our pastries may be shipped either at ambient temperature or frozen, without dry ice, and are dispatched via Royal Mail. If delivery cannot be completed because no one is available to receive the parcel, we are unable to offer a refund or replacement.

3. Refunds for Faulty, Damaged, or Incorrect Items
Where a product is confirmed to be faulty, damaged, or not as described, we will assess the issue and may issue a refund, partial refund, or replacement at our discretion. Refunds are issued only to the original payment method used at checkout. The value of any refund may reflect the extent of the issue identified. Photographic evidence is required before any refund can be approved.

4. Handmade Products & Natural Variations
All Puff Central products are handmade, and as such, minor variations in color, shape, or appearance are to be expected. These variations are inherent to the handmade process and do not constitute defects. Product images are provided for illustrative purposes only. Refunds or returns will not be accepted on the basis of minor aesthetic differences.

5. Delivery Issues, Address Accuracy & Postal Delays
Refunds cannot be issued for delivery delays caused by postal services, weather conditions, bank holidays, or other circumstances beyond our control, where customers choose to proceed with their order. Orders shipped to incorrect or incomplete addresses provided at checkout are not eligible for refund. Customers are responsible for ensuring delivery details are accurate prior to completing their purchase.

If a parcel is marked as delivered by the carrier but is subsequently lost or stolen, we are unable to issue a refund or replacement. Customers are advised to ensure that someone is available to receive the delivery safely.

6. General Terms
Refunds are processed exclusively to the original payment method. Ownership of any refunded goods transfers back to Puff Central upon reimbursement. Refunds are not available for reasons of personal taste or preference. Nothing in this policy limits or affects your statutory consumer rights.

7. Policy Updates
Puff Central reserves the right to amend this Returns & Refunds Policy at any time. Any changes will apply only to orders placed after the effective date of the update.

Contact
If you have any questions regarding this policy or require assistance with your order, please contact us at hello@puff-central.com.