Refund policy
Puff and Dram – Returns & Refund Policy
Last updated: [Date]
At Puff and Dram, every product is made to order just for you. We work with trusted print partners to ensure your item is high-quality and made to your specifications. Because of the custom nature of our products, our policy differs from standard retail stores.
Custom & Made-to-Order Products
- Most Puff and Dram products are printed or produced only after you place your order.
- We cannot accept returns or refunds for “change of mind,” incorrect sizing, or spelling errors in customisation provided by you.
- Please check size charts, product descriptions, and design previews carefully before ordering.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
- Email [Your Email Address] within 7 days of delivery.
- Include your order number and clear photos showing the problem.
- Once confirmed, we will arrange a free replacement or a refund.
Return Eligibility
Returns are accepted only if:
- The item is defective or damaged upon arrival.
- The wrong product was sent.
- The return request is made within 7 days of delivery.
Non-returnable items include:
- Personalised or customised products
- Digital downloads
- Gift cards
Refund Process
- Refunds will be processed back to your original payment method.
- Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Return Shipping
- For defective, damaged, or incorrect items, Puff and Dram will cover return shipping costs or may advise you to keep/dispose of the item instead.
- For all other cases, customers are responsible for shipping costs.
Order Cancellations
- Orders can only be cancelled within 2 hours of purchase.
- After this time, orders are sent to production and cannot be cancelled or changed.
Contact us
For all return or refund queries, please email: sales@puffanddram.store
Website: Contact Puff and Dram