We want you to be completely satisfied with your purchase.
Any item may be returned to us, carriage paid by yourself, WITHIN 14 DAYS of despatch by us, as long as the item is returned in as new / saleable condition as defined below.
Returning an item for exchange or refund
1.Please email support@puffinclouds.co.uk or phone us on 01772 369 123, for a RETURNS AUTHORISATION NUMBER before returning the goods.
2.The RETURNS NUMBER MUST BE CLEARLY WRITTEN ON THE OUTSIDE OF THE PARCEL and on any correspondence enclosed.
3.Please take all reasonable care of the item you wish to return back to us by a suitable method and at your expense. Royal Mail offer a Certificate of Posting for low cost/lightweight items, as well as tracked services, including Royal Mail Recorded and Special Delivery services, for higher value items. We cannot accept responsibility for goods lost as a result of being returned to us.
4.Any returned item should be suitably packaged and addressed Puffin Clouds at the address shown on our Contact Details page.
PLEASE NOTE: WE ABSOLUTELY RESERVE THE RIGHT TO REFUSE AN EXCHANGE OR REFUND IF THE RETURNED ITEM IS NOT RECEIVED IN AN AS NEW / SALEABLE, CONDITION. ALL ITEMS MUST BE UNUSED, UNDAMAGED, CLEAN AND CAREFULLY PACKED WITH ALL LABELS ATTACHED, INSTRUCTION MANUALS, WARRANTY INFORMATION ETC ENCLOSED, AND IN THE ORIGINAL MANUFACTURERS PACKAGING, AS SUPPLIED.
Items for Exchange: will normally be dealt with and a replacement sent within 4-5 working days. If you wish to speed up the exchange process please do not hesitate to re-order online.
Refunds: will only be made to the original payment method used for the purchase and will normally take 7-14 working days to process.
Please note: we are unable to refund postage and packing on incorrectly ordered items.
What if my goods are faulty?
We unconditionally guarantee all merchandise against possible defects for 30 days from receipt. If your goods should develop a fault during this period you may return the defective merchandise FREE, for a prompt refund or replacement. The only exemption to this is personalised, custom made or special offer items. If it is not convenient for you to return the items yourself, then a courier collection service will be used. In this instance only, Puffin Clouds UK will pay for all return shipping costs relating to defective goods.
Any items found to be faulty after 30 days are covered by the brand manufacturer’s warranty. Warranty periods can vary considerably between brands, so please be sure to check prior to purchasing. Warranties are non-transferable and do not extend beyond the initial warranty period. If for example an item is replaced as part of your warranty agreement, the warranty only continues to the end of the original warranty period.
In the unlikely event of your goods developing a fault more than 30 days after receipt, then we strongly recommend that you contact the manufacturer direct for a warranty repair. This is often the quickest way to have a fault repaired. For example in some cases, manufacturers offer free telephone help facilities, free rapid repair or replacement services for your convenience. Alternatively, you can contact us directly if the goods do not conform to the contract, and we will endeavour to handle the warranty on your behalf. Carriage will be charged for the return of any products to Puffin Clouds UK under warranty, however Puffin Clouds UK will return your item carriage free. Should your goods develop a fault after the first year, then you will be responsible for all carriage charges. All items must be returned in its ORIGINAL OR SUITABLE PACKAGING.
Returning Purchases
Puffin Clouds UK will not accept responsibility for any items lost or damaged during transit, other than when our own courier collection or delivery service is used. All returns must be sent to Puffin Clouds UK by either recorded delivery or insured courier service, accompanied by a valid returns authorisation number. All items must be returned in its ORIGINAL OR SUITABLE PACKAGING.
Extended Christmas returns policy
All our orders are covered by our extended Christmas ‘No Quibble Guarantee’. Any items purchased between 1st December and 23rd December of each year can be returned up to 31st January of the following year (i.e. 2 months in total).
Frequently Asked Questions
I have ordered the wrong item, will Puffin Clouds refund my postage costs?
In this instance we apologise but we can not refund any postage charges. You will need to send the goods back by recorded delivery or insured courier service at your own cost. Prior to doing so you must first obtain a valid returns authorisation number (see box at the top of this page).
I have received goods that are different from what I ordered, what happens next?
You should first contact Puffin Clouds by either telephone or email. We will then arrange for the replacement goods to be sent to you, and the existing ones to be collected at our cost. If more convenient to the customer then we may occasionally request the customer to return the goods by a recorded delivery service. In this case postage charges will be reimbursed on receipt of the item. In respect of our standard terms of sales contract, Uba Bags UK will expect to receive all incorrect items returned as new. Our returns address can be found on our Contact Details page.
