1. Overview and Right of Withdrawal (European Union & UK)
In accordance with European Union consumer protection regulations (including Directive 2011/83/EU on Consumer Rights) and applicable statutory consumer laws, European customers retain the right to cancel and return their purchase within 14 days of receiving the physical items, without providing a reason.
Withdrawal Period: The 14-day statutory period begins on the day after the items are delivered to the recipient or designated third party.
Notification: To exercise the right of withdrawal, customers must inform puffscrub via written email at cleaner@puffscrub.com before the 14-day window expires.
Condition of Returned Items: Items returned under the standard 14-day statutory right of withdrawal must remain unused, unaltered, and retained in their original packaging to qualify for a full refund of the purchase price.
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2. Defective, Damaged, or Incorrect Items
If an order arrives with visible damage, manufacturing defects, or incorrect items:
Customers must contact cleaner@puffscrub.com promptly upon receipt, attaching photographic or video evidence illustrating the condition of the received goods.
Upon verification of the submitted evidence by the puffscrub support team, eligible orders will receive a full refund or a replacement shipment.
Physical return of damaged or defective items is not mandatory once sufficient photographic verification has been accepted.
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3. Order Delivery and Carrier Shipping Exceptions
puffscrub partners with international express logistics providers (including Priority services offered by DHL, FedEx, and UPS) for shipments destined across Europe.
Shipping Delays: Estimated delivery timeframes are provided as standard operational windows. If a shipment exceeds the standard delivery window, puffscrub initiates a formal trace and investigation with the respective carrier (DHL, FedEx, or UPS).
Investigation Resolution: Depending on the carrier’s verified investigation outcome (such as confirmation of lost transit), puffscrub will proceed with either issuing a full refund to the original payment method or dispatching a replacement package.
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4. Return Instructions and Procedures
Where physical return of non-damaged items is required under the 14-day right of withdrawal:
1. Send an email request to cleaner@puffscrub.com stating the order details and intent to return.
2. The customer care team will provide explicit authorization and the designated return address details appropriate for the shipment region.
3. Unless otherwise specified or in cases of seller error/defective goods, return postal costs are the responsibility of the customer. Returned parcels should utilize a tracked postal service to ensure verified delivery.
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5. Payment Methods and Refund Processing
Accepted Payment Methods: Payments processed on www.puffscrub.com support major card networks and digital wallets, specifically Visa, Mastercard, American Express, as well as Apple Pay, Google Pay, and recognized electronic wallet services.
Processing Timeframe: Approved refunds are credited directly back to the original payment method used during checkout (Visa, Mastercard, American Express, Apple Pay, Google Pay, or designated electronic wallet).
* Financial Posting: Refund disbursements are issued promptly by puffscrub following approval. Standard banking cycles apply; depending on the issuing financial institution, funds typically reflect in card or wallet accounts within 5 to 10 business days.