We always strive to provide our customers with the best and highest quality products. However, in the event that you are not satisfied with your purchase with us, you are eligible for a refund in the situations mentioned below.

The right of withdrawal

According to the French law (Consumer Code -Article L. 221-18 et seq), the customer can benefit from a 14-day return policy - The Right of withdrawal (Droit de rétractation - 'The cooling off period') following the reception of the goods with no need to justify the reason for the refund, and obtain a full refund on the order, including the refund of the shipping costs. The customer, however, will be in charge of returning the good(s) at their own expense. In order to express the willingness to make use of the 14-day return policy upon the reception of the good(s), the customer should inform us by email on hi@puffinparis.com, in order for us to provide them with the shipping address for the return. 

Following the exercise of the right of withdrawal, the refund will be issued to the customer within thirty (30) days from the date of reception of the goods for the full price of products, provided the returned product is in pristine like-new condition.

Refunds will only be made using the same means of payment used for the original transaction. A notification email will be sent to the customer once the refund has been made. Only the customer will be entitled to a refund. Under no circumstances will a gift recipient be entitled to a refund.

Non-conformity or product defect

In the event of the non-conformity of the product, the notion of which includes the visible defect or the 'hidden defect', or if the received product(s) do(es) not correspond to the ordered product(s), the customer is eligible for a refund, the reparation of the product or a replacement of the product. The product must be returned in its original packaging in an unused, same as received condition, together with its' original receipt (proof of purchase), with no other defects apart from the one(s) being the reason for the return. In the event where the product will contain visible signs of the usage, we, unfortunately, cannot be certain that we will be able to fulfill your request for a refund. 

Please kindly note that we are unable to issue a refund on customised/made-to-measure products.

The action resulting from the lack of conformity is prescribed by two (2) years as from the delivery of the good (according to the French Code of the consumption, Article L. 217-12). However, please kindly get in touch with us as soon as possible should you consider your item to be faulty. We also suggest to inspect the item(s) and the package before accepting the delivery of the order and to refuse to accept the order (from the shipping company), should the damage be noticed right away.

In order to initiate a return, please email us on hi@puffinparis.com, stating the reason of your return. If possible, it would be great if we could see some photographs of the issue described, too.

Upon the reception of your order, the product(s) will be carefully examined. If the non-compliance is proven and your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send back your package. Items sent back to us without first requesting a return cannot be guaranteed to be accepted.

The customer will be able to request the following: 

-The new delivery of the good (replacement);

-A full refund (or partial refund if only a part of the order has been deemed faulty by the customer);

-An exchange against a different product, with the difference in price paid by the customer if it exceeds the price of the originally purchased product, and vice versa (i.e. a refund of the difference issued to the customer if the price of the replacement item is inferior to the price of the original item).

If the customer makes the decision to ship out the good(s) at their expense, they need to be shipped out with the shipping option that has got a tracking number and proof of delivery. Unfortunately, we cannot be held accountable for the goods that have not reached us. The customer will be required to pay for the difference in the price should they decide to opt for a different, more expensive shipping option.

If approved, the refund will be automatically issued on the original payment method. Please kindly note it can take some time for your bank or credit card company to process the refund.

You can always address your questions with regards to returns to us on hi@puffinparis.com.