Puffco Vaporizers

Collection: Return Policy

Need to return a product?

No worries, we're happy to help! If you are not 100% satisfied with your purchase for any reason email us at hello@herbalizestore.com

For any questions regarding returns, contact our customer care team at hello@herbalizestore.com or send us a msg in our live chat 💚  We may be able to help you without the need to return your item. 


Herbie the AI bot

🤖 Herbie the bot can help you start your return process!

Most returns are free of charge: Herbalize Store™️ we handle all returns on a case by case basis but always with the ultimate goal of making our customers happy.

We stand behind the great products picked by our passionate team and truly want our customers to be more than satisfied with their purchase! We'll always do our best to take care of customers - our philosophy is to deal with them fairly and with quickness so you can expect a smooth transaction.

If you have any questions feel free to contact our bot Herbie or customer support in the right corner of the screen - we are always happy to help.


14 Days Free Return!

We refund cheapest method of postage of original delivery cost for items return / cancelled within 14 days.

Remember to always contact support before making any returns.

Given that many of our devices are digital and hygienic items, we are unable to accept returns where the seal has been broken for health protection reasons. Unused and sealed products can be refunded once you send it back within 30 days of receiving the item. Please note there will be a restocking fee of 20% for any unwanted product returns after 30 days and postage will not be refunded.s.

We accept faulty items for a repair/replacement up to 6 months after the sale date. After 6 months you would have to refer it onto the manufacturer as it would then be covered under each products individual warranty.  Faulty items can ONLY be refunded once received back within 30 days of purchase.

Please contact us to initiate a return so we can give you a reference number to return your faulty or unused item so we can make the return as smooth as possible.


Cancel Orders

You may request that an order be cancelled provided the order has not already been processed and shipped. Simply call us during Herbalize hours of operation to request an order cancellation. We strongly discourage sending order cancellation requests via email because it is unlikely we will receive the message in time to void the order due to the sheer volume of emails we receive each day.

We will cancel the order, however there is no guarantee that we will be able to cancel before the order ships as logistics may have already started processing your Order. If the order has already been processed and shipped, you must return the unit before any refund will be made, there will also be a charge to restock the item and to cover the delivery each way, this applies even if the order had special terms like free shipping. The item must be unused in order to receive a refund.

Was your item damaged when you received it?

In the highly unusual event that the item you ordered is received damaged, please take and email us a photo of the item, your invoice and the packaging, immediately.

After we have received the photos, we will arrange for a replacement item to be shipped to you.

Please note, that you may be required to send the item back using a return slip provided and paid for by us.

Important: Each item is quality-checked before it leaves our warehouse. Please fully inspect your item before use for any damage in transit, as we are not able to replace or provide a refund for used items.


Got a defective item?

If you notice a defect in your item during use, firstly, check the instructions manual for the product, where you can usually find troubleshooting and warranty information.

Please contact us on hello@herbalizestore.com


Did we send you the wrong item?

While we take every care to make sure that you are sent the correct items, occasionally we make a mistake. If we’ve sent you the wrong product, please email us a photo of the incorrect item and the invoice

We will happily replace them with the correct ones at no charge.

Please note, that you may be required to send the item back using a return slip provided and paid for by us.


Goods returned without authorization

All orders placed on this website are not eligible to be returned for refund. We will accept returns for replacement or store credit only. If an order is returned without authorization and no RMA code it will be subject to a 20% re-stocking fee and deduction of the original shipping charges.


Incorrect Address

Please note that if an incorrect address is entered on your order and as a result our courier is unable to deliver the item the product may be returned to sender. If an order is returned to sender and you would like it to be re-shipped a second time, there will be a €19.95 surcharge for re-delivery which is imposed by Royalmail / DHL. If you notice you have entered the wrong address immediately after placing your order - please e-mail us. If it is within 2 hours of placing your order we may be able to change the address to the correct one. Any shipping costs after the first 14 days is paid by the customer.


How long will it take to process my refund?

If you have returned an item to receive a refund it will be processed by Herbalize Store It within two business days from the day we receive the return, provided it meets with the terms of our return policy.

  • We will usually refund you using the same method you used to pay for your order. You may be contacted for further information for some payment methods.
  • Item must be returned within 15 days of receipt, in the original condition and packaging.
  • We recommend retaining your certificate of posting, as we cannot be held responsible for packages lost in transit to us.
  • We cannot accept used items under any circumstances
  • We reserve the right to refuse a refund or exchange on a return if it does not meet with our returns policy.
  • Items returned for a store credit / refund (or returned as a result of being undeliverable) are subject to a restocking fee of up to 20%, as well as all shipping fees incurred to deliver and return the item.
  • Your statutory rights are not affected.

* In the UK, items should be sent back via First Class Recorded Delivery. We recommend using an insured delivery method, however extra charges you incur for courier services or guaranteed next day services will not be refunded. Overseas, items should only be sent back using your country's national postal service.



If our courier is unable to deliver due to an incorrect address or you being unavailable to receive the item, the product may be returned to sender. If an order is returned to sender and you would like it to be re-shipped, there will be a charge for the cost of the item being sent back and also the re-delivery of the item to the correct address which is imposed by the courier. If you notice you have entered the wrong address immediately after placing your order - please call us or email us if outside of working hours.


If you can't find the answer to your questions above please contact our support!