Refund Policy – Puff Boyz Carts At Puff Boyz Carts South Africa, we take product quality and customer satisfaction very seriously. All our products go through strict quality control procedures to ensure they meet the highest standards. However, in the rare event that you receive a product that does not meet your expectations, we encourage you to reach out to our customer support team for assistance. 

Refunds & Credits 

All refund requests are individually reviewed by our management team to determine the best course of action. In some cases, store credit may be issued in place of a cash refund, depending on the original payment method and order value. Puff Boyz reserves the right to determine the most appropriate form of compensation on a case-by-case basis. 

A processing fee may apply to refunds, and all refund requests must be submitted within 7 days of receiving your order. We are unable to process any refund or credit requests after this 7-day period. 

Defective Products 

If you receive a damaged or defective product, please contact us within 7 days so we can investigate and resolve the issue. If the item is confirmed to be faulty, we may offer a replacement or store credit. Replacements are issued only for defective items, and Puff Boyz reserves the right to determine what qualifies as defective. 

Store Credits 

Store credits are provided in the form of coupon codes, valid for 90 days from the date of issue. Each code can only be used once. If the full credit amount is not used in a single transaction, the remaining balance is forfeited and cannot be reissued. 

Returns 

In cases where a customer is not satisfied with an item, we may offer the option to return the product. If the return is due to a defect or error on our part, Puff Boyz will cover the return shipping. If the return is for other reasons, the customer will be responsible for all return shipping costs. 

Opened items are non-refundable, unless confirmed to be defective. If you’ve purchased multiple quantities of the same item, only unopened units will be eligible for a refund. If you’re unhappy with a product, please do not open additional units and contact our support team immediately. 

Out of Stock or Missing Items 

If an item becomes unavailable before shipment or is missing from your order, we will attempt to contact you for up to 3 hours to arrange an alternative. If no response is received, we will select a similar replacement item. Please note that refunds or credits will not be issued for substituted items if we could not reach you. 

Additional Evidence 

Our support or management team may request additional information, such as photos or videos, to support your claim. Failure to provide this information may result in the denial of a refund, credit, or product return.