Terms of service

Terms of service

Last updated: 11 October 2026

These Terms of service apply when you use the puffzenden.com website, buy from us, activate a code or use the PuffZenDen app.

By using our website or app, or purchasing from us, you agree to these Terms of service. Our Return and refund policy and Privacy policy also apply.

About PuffZenDen and Puffbums

PuffZenDen is a wellness brand that provides tactile-led breathing tools: Puffbums, our soft tactile companions, and the PuffZenDen app that guides your breathing. Oceanbum is the first limited-edition Puffbum.

Puffbums and PuffZenDen are wellness tools designed for breathing, grounding and gentle everyday calm. They are not medical devices and are not intended to diagnose, treat, cure or prevent any condition.

If you are struggling with your physical or mental health, please seek advice from a qualified medical or mental health professional. In an emergency, contact your local emergency services.

Our products

• Oceanbum Founder Bundle: one Oceanbum tactile companion and one activation code for 365-day PuffZenDen Full Access
• Oceanbum Two-Hand Set: two Oceanbum tactile companions and one activation code for 365-day PuffZenDen Full Access, for one account
• Oceanbum Replacement: one Oceanbum tactile companion, with no activation code or app access

Each product is as described on its product page at the time of purchase. Puffbums are made in limited runs, so a design may not be restocked once it sells out.

Orders

When you place an order, you agree to provide accurate, complete and up-to-date information, including your name, email address, billing details and delivery address.

After placing an order, you should receive an order confirmation by email. This confirms that we have received your order. Our contract with you is formed when we send your activation code or dispatch your item, whichever happens first.

We reserve the right to refuse, cancel or limit an order where necessary, including where a product is unavailable, there is a pricing error, payment is not authorised, information is inaccurate, or we reasonably suspect misuse or fraudulent activity. If we cancel an order you have paid for, we will refund you.

Pricing and payment

Prices are shown in pounds sterling (GBP) unless stated otherwise.

We may change prices at any time, but changes will not affect orders that have already been accepted. Founder pricing applies only while the founder batch is available, and prices may increase afterwards.

Payment must be completed through the payment options available at checkout. Your order may not be processed until payment has been authorised.

Product information

We aim to make our product descriptions, images, pricing and availability as accurate as possible. However, small differences may occur between product photos and the item you receive, including differences caused by lighting, screen settings, packaging updates or manufacturing variations.

We may update product details, packaging, features or availability from time to time.

Delivery

Your order will be posted to the delivery address provided at checkout. We deliver to UK addresses only, including Northern Ireland, the Channel Islands and the Isle of Man.

Delivery options, costs and estimated times are set out in our Shipping policy.

You are responsible for ensuring your delivery address is accurate. If you notice an error in your delivery details, contact us as soon as possible after placing your order.

Delivery times are estimates and may vary due to postal delays, courier delays, stock availability or circumstances outside our control.

Your item is our responsibility until it is delivered to the address you gave us. If your order does not arrive, contact puffzenden@puffbums.com and we will help.

Activation codes

When you buy a product that includes app access from puffzenden.com, your activation code is sent to the email address used at checkout. You are responsible for entering the correct email address and checking your junk or spam folder if the email does not arrive. Puffbums bought from approved retailers have an activation code inside the box.

• Each code can be activated once, on one PuffZenDen account
• Each code gives 365 days of PuffZenDen Full Access, starting from the day it is activated
• Codes are intended for the customer who purchased or received the product
• Codes must not be sold separately, shared publicly, copied, abused or used for fraudulent purposes
• Gifted Puffbums may not include an activation code

If you have trouble finding or using your activation code, please contact puffzenden@puffbums.com with your order number and the email address used at checkout.

The PuffZenDen app and your account

Your account

You need a PuffZenDen account to use registered features. Keep your sign-in details safe, give accurate information, and tell us if you think someone else has used your account. You are responsible for activity on your account.

Age

PuffZenDen accounts are not intended for children under 13. Users aged 13 to 17 should use the service with the involvement and supervision of a parent or guardian. Younger children may participate in adult-supervised breathing activities without creating their own accounts.

Free trial, free access and Full Access

• 7-day free trial: lets you use all of the app’s features free for 7 days. No payment is required to start it
• Free access: lets you use the basic tactile-led breathing feature for free, for as long as you use the app
• Full Access: unlocks all of the app’s features for 365 days, through an activation code or an in-app purchase

When your free trial or Full Access ends, your account stays open with free access. You can activate Full Access again at any time.

In-app purchases

Full Access bought inside the app is sold through the Apple App Store or Google Play. Payment, any renewal terms shown at the time of purchase, and refunds for those purchases are handled by Apple or Google under their own terms.

Refunds and your access

When a refund is approved for a purchase that included Full Access, the Full Access from that purchase ends. Any other valid purchase on your account continues, and free access remains. See our Return and refund policy.

Changes to the app

We may update the app, and add, change or remove features, to improve it or to keep it secure. We will not remove the core tactile-led breathing experience from Full Access during a period you have paid for.

Closing your account

You can delete your account at any time in the app’s Settings or by emailing us. Our Privacy policy explains what is deleted.

Safe Space community rules

Safe Space is a moderated community area in the app where Denmates share gentle reflections. What you post there can be seen by other members under your display name.

When using Safe Space, you must not post or send anything that:

• Is abusive, hateful, harassing, threatening or sexually explicit
• Encourages self-harm or harm to others
• Gives medical advice or presents itself as professional treatment
• Shares someone else’s personal information without their permission
• Is spam, advertising or an attempt to sell something
• Is unlawful or infringes someone else’s rights

You can report content and block other members. We may remove content, and restrict or close accounts, where we reasonably believe these rules have been broken.

You keep ownership of what you post. You give us permission to store it and show it to other members inside the app so that Safe Space can work. We will not use your posts in our marketing without asking you first.

Safe Space is peer support between members. It is not monitored around the clock and is not a crisis or emergency service.

Returns, refunds and cancellations

Returns, refunds and cancellations are handled in line with our Return and refund policy.

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.

If you wish to cancel or return an order, please contact puffzenden@puffbums.com with your order number and the email address used at checkout.

If you bought your Puffbum from another retailer, start your return with that retailer.

Nothing in these Terms of service affects your statutory rights.

Safety and age guidance

• Oceanbum is not suitable for children under 3 years old
• For children, Oceanbum should only be used with adult supervision
• Do not use Oceanbum if it becomes damaged, torn or unsafe
• Keep small parts, packaging and inserts away from young children

Use of our website and services

You agree not to misuse our website, checkout, products, activation codes, app or support channels.

You must not use our website or services for fraudulent, unlawful, harmful, abusive or disruptive purposes, or try to interfere with how they work.

We may restrict or refuse access where we reasonably believe there has been misuse, fraud, attempted abuse of activation codes, or breach of these Terms.

Competitions

Competitions and giveaways we run have their own terms, which apply alongside these Terms of service. See our current competition terms.

Intellectual property

All PuffZenDen, Puffbums and Oceanbum names, branding, logos, product content, website copy, images, app content, designs and materials are owned by or licensed to Blackcache Labs Ltd, unless stated otherwise.

You may not copy, reproduce, modify, distribute, sell or commercially use our content, branding or materials without written permission.

Third-party services

Our store and app use third-party services such as Shopify, payment providers, delivery partners, app stores, analytics tools and email services.

These third parties may have their own terms, privacy policies and processing rules. We are not responsible for third-party services that we do not control.

Our responsibility to you

We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Your legal rights as a consumer, including that goods and digital content must be as described, fit for purpose and of satisfactory quality

If defective digital content that we supplied damages your device or other digital content, and this was caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation.

Subject to the above, we are responsible only for loss or damage that is a foreseeable result of our breaking these Terms or failing to use reasonable care and skill. We supply our products and app for personal, non-commercial use, and we are not responsible for business losses such as lost profit or business interruption.

Our products and services are provided for general wellness and everyday calm support only. They are not a substitute for medical advice, diagnosis, treatment, therapy or emergency support.

Events outside our control

We will not be responsible for delays or failures caused by events outside our reasonable control, including postal delays, courier issues, technical outages, supplier delays, strikes, extreme weather, government action, cyber incidents or other unexpected disruptions. If such an event causes a long delay, you can contact us to cancel and receive a refund for anything you have paid for and not received.

Complaints

If something has gone wrong, please contact puffzenden@puffbums.com first and give us the chance to put it right. We aim to respond within 2 business days.

Changes to these Terms

We may update these Terms of service from time to time. Changes will be posted on this page with an updated “Last updated” date.

The version available on our website at the time of your purchase will apply to that purchase, unless a legal change requires otherwise. For the app, the latest version applies to your continued use.

Other important terms

• If a court finds part of these Terms unenforceable, the rest will continue to apply
• If we delay in enforcing these Terms, we can still enforce them later
• We may transfer our rights and obligations under these Terms to another organisation, and we will make sure this does not affect your rights
• These Terms are between you and us. No one else has rights to enforce them

Governing law

These Terms of service are governed by the laws of England and Wales.

If you are a consumer, you may also have rights under the laws of the country or region where you live, and you can bring legal proceedings in the courts of the part of the UK where you live.