Refund policy

Return & Refund Policy

Last updated: August 25, 2026

We accept eligible returns requested within 30 days after delivery. This voluntary return policy is in addition to any mandatory rights available under the laws that apply to your purchase.

Return Eligibility

For a return under our voluntary 30-day policy, the item must be unworn, unwashed, unused, with all original tags attached, and in its original packaging. It must be in resellable condition and free of odors, stains, damage, or alterations.

We may refuse a voluntary return that shows signs of wear, washing, use, damage, alteration, or another condition that makes it unsuitable for resale. This does not limit rights that cannot be limited under applicable law, including rights relating to defective or incorrectly supplied products.

Starting a Return

Email hello@puffynest.store with your order number and the item you wish to return. You may include the reason for the return to help us process the request, but a reason is not required when applicable law gives you a right to withdraw without one.

We will provide return instructions and the authorized return address after reviewing the request. Items sent to an address not provided in our return instructions, or sent without first notifying us, may be delayed or rejected to the extent permitted by law.

Return Shipping

For voluntary returns caused by fit, size, color, style, personal preference, or change of mind, the customer is responsible for return shipping. Except where applicable law requires otherwise, original shipping charges are not refundable under the voluntary 30-day policy.

International returns must use a trackable service. Complete all customs documentation accurately and identify the parcel as returned merchandise as required by the carrier or customs authority. The customer is responsible for return postage and any charges caused by incorrect or incomplete return documentation, except when the return is due to our error or applicable law requires otherwise.

Import duties, taxes, brokerage fees, and similar charges paid to a government, customs authority, or carrier might not be refundable by Puffy Nest. When available, the customer may need to request reimbursement directly from the relevant authority or carrier.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact hello@puffynest.store as soon as possible if an item is damaged, defective, or incorrect. Include your order number, a description of the issue, and clear photographs of the item and packaging when available.

After reviewing the claim, we will provide an appropriate resolution required by the circumstances and applicable law. This may include a replacement, repair, refund, or prepaid return label. We cover reasonable return costs when the item is confirmed to be damaged, defective, or incorrect.

Non-Returnable Items

The following items are not eligible for return under our voluntary policy unless they arrive damaged, defective, or incorrect:

gift cards;
custom, personalized, or made-to-order items;
items clearly marked “Final Sale” or “Non-Returnable” before purchase.

These exclusions do not apply where prohibited by law.

Exchanges

We do not offer direct exchanges. To receive another size, color, or item, request a return for the original item if eligible and place a new order.

Order Cancellations and Pre-Orders

Contact hello@puffynest.store as soon as possible if you wish to cancel an order. We can cancel and refund an order only if it has not entered a stage where cancellation is no longer possible. Statutory cancellation or withdrawal rights remain unaffected.

An unshipped pre-order may be canceled for a full refund unless the product page clearly states otherwise and applicable law permits that limitation. After shipment, the normal return rules apply.

Refused, Unclaimed, and Returned-to-Sender Packages

If a package is refused, unclaimed, returned because of an incorrect or incomplete address, or returned because required import charges or customs information were not provided, we will review the order after the package is returned to us.

Where permitted by law, nonrecoverable original shipping, return shipping, customs, brokerage, and carrier fees may be deducted from an approved refund. Packages that are abandoned, destroyed, or not returned to us might not be refundable, except where applicable law requires otherwise.

European Union, EEA, United Kingdom, and Other Mandatory Consumer Rights

Customers in the European Union, EEA, United Kingdom, and other jurisdictions may have mandatory cancellation, withdrawal, return, refund, repair, replacement, or legal-guarantee rights in addition to this policy.

Where an applicable law provides a 14-day withdrawal or cancellation right for an online purchase, you may notify us within 14 days after delivery without giving a reason. You must then return the goods within the period required by that law. You may inspect the item only as reasonably necessary to establish its nature, characteristics, and function. A lawful deduction may be made for diminished value caused by handling beyond what is necessary.

Where required by law, we will refund the price paid and the cost of the least expensive standard outbound delivery option. The customer is responsible for direct return shipping costs when we informed the customer of that responsibility before purchase, except for defective, damaged, or incorrect products or where the law requires us to pay.

We may withhold a statutory withdrawal refund until we receive the returned goods or acceptable evidence that they were sent, where permitted by law. The applicable statutory refund deadline and all other non-waivable local rights control over conflicting language in this policy.

Refunds

After we receive and inspect an eligible return, we will notify you whether the refund is approved. Approved voluntary-policy refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to post the funds.

Refunds required by mandatory consumer law will be issued within the deadline required by that law. Currency conversion, payment-processing, customs, and carrier treatment may differ by destination and payment method.

If 15 business days have passed after we confirmed an approved voluntary refund and it has not appeared, contact hello@puffynest.store.