Refund policy

Return and refund policy

This policy applies to purchases made from PuffZenDen.

Your right to cancel

If you are a consumer buying online, you have the right to cancel your order within 14 days of receiving your item, unless an exception applies.

To cancel your order, please contact us at puffzenden@puffbums.com with your order number and the email address used at checkout.

Returning your item

After telling us that you wish to cancel, you should return your item within 14 days.

• Items should be returned unused, in their original condition, and with the original packaging where possible.
• For change-of-mind returns, you are responsible for the cost of returning the item to us unless we agree otherwise.

Please contact us before returning an item so we can provide return instructions.

Refunds

Once we receive your returned item, or receive proof that you have sent it back, we will process your refund within 14 days.

Refunds will be made to the original payment method used at checkout.

Where applicable, we will refund the standard delivery cost paid for the original order. If you chose a more expensive delivery option, we will only refund the cost of standard delivery.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible at puffzenden@puffbums.com.

Please include your order number, a description of the issue, and photos where possible.

If the item is faulty, damaged, or not as described, your statutory rights are not affected.

PuffZenDen activation code

The Oceanbum Founder Bundle and the Oceanbum Two-Hand Set each include one activation code for 365-day PuffZenDen Full Access. After purchase, your activation code is sent to your email.

The Oceanbum Replacement does not include an activation code or app access.

If you cancel your order within the 14-day cancellation period, the following applies:

• If your code has not been redeemed: we will cancel the code and refund your order in line with this policy.
• If your code has already been redeemed: you can still cancel and return your item. We will refund your order in line with this policy, and the PuffZenDen Full Access activated with that code will end when your refund is processed.

See the next section for what happens to your app access after a refund.

Your app access after a refund

We apply the same rule wherever you bought PuffZenDen Full Access. When a refund is approved, the Full Access that came with that purchase ends.

• puffzenden.com: when we refund an order that included an activation code, the Full Access from that code ends.
• Apple App Store: refunds for purchases made in the app are requested from and decided by Apple. When Apple confirms a refund, the Full Access from that purchase ends.
• Google Play: refunds for purchases made in the app are requested from and decided by Google. When Google confirms a refund, the Full Access from that purchase ends.
• Other retailers: if you bought your Puffbum from another retailer, your refund is handled by that retailer. Once the refund is confirmed to us, the Full Access from the code in your box ends.

Only the access linked to the refunded purchase is removed. If your account has Full Access from another valid purchase, that access continues until its own end date.

Your PuffZenDen account stays open after a refund. You keep free access to the app, and you can activate Full Access again at any time.

Non-returnable items

We may not be able to accept returns where an item has been used, damaged after delivery, or returned in a condition that reduces its value beyond what is necessary to check the item.

This does not affect your statutory rights if the item is faulty, damaged, incorrect, or not as described.