1. Ordering & Payment
Which payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, and American Express. We also support digital wallet payments such as Apple Pay and Google Pay, alongside other secure digital wallet services available at checkout.
How is my payment processed?
All payment transactions are encrypted and processed through standard secure protocols during checkout to ensure data protection and confidentiality.
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2. Shipping & Delivery
Where do you ship to?
We ship to customers located within Europe.
What logistics providers do you work with?
We partner with established shipping services, including Priority services from DHL, FedEx, and UPS.
How long does order processing and shipping take?
Order Processing Time: Orders are processed and dispatched within 1 to 2 business days.
Shipping Time: Standard transit time across Europe takes approximately 5 to 10 business days.
How can I track my order status?
Automated tracking emails are sent to the email address provided at checkout at key processing milestones, including:
When your order is dispatched from our facility
When your package arrives at the regional carrier hub
* When your order is out for local delivery
What happens if my order is delayed?
If your package exceeds the standard delivery window, please contact our support team at cleaner@puffscrub.com. We will initiate a investigation with the carrier and, depending on the outcome, issue a full refund or arrange a replacement dispatch.
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3. Right of Withdrawal, Returns & Refunds
What is the statutory Right of Withdrawal for European customers?
In compliance with European consumer protection legislation, customers residing in Europe have the right to withdraw from their purchase within 14 calendar days from the date of package delivery, without providing any reason.
How do I exercise my 14-day Right of Withdrawal?
To exercise your right of withdrawal:
1. Contact us via email at cleaner@puffscrub.com within 14 days of receiving your item, stating your intent to cancel or return your order.
2. Return the item(s) to the address provided by our customer service team. Items must be returned in their original condition and packaging.
3. Upon receipt and inspection of the returned package, a refund for the product price and standard outbound delivery costs will be issued to your original payment method.
What should I do if my item arrives damaged or defective?
If you receive an item that is defective or damaged upon arrival:
1. Contact cleaner@puffscrub.com within 14 days of delivery.
2. Provide your order number along with clear photographic evidence showing the defect or damage.
3. Once verified by our team, a replacement item or full refund will be processed immediately. You are not required to return the damaged item.
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4. Customer Support & Inquiries
How can I reach customer support?
For any inquiries regarding orders, shipping, or returns, please email cleaner@puffscrub.com. Our support team handles requests during standard business working days.