Refund policy

If you have any questions regarding returns, you may contact us at any time at hello@poufpoufshop.com.

14-Day Cooling-Off Period for European Union Customers

Notwithstanding any other provisions of this policy, if the goods are delivered to a country within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing a justification.

As stated above, the item must be returned in the same condition in which you received it: unworn, unused, with all original tags and labels attached, and in its original packaging. You will also need to provide proof of purchase, such as a receipt or order confirmation.

Information on the Right of Withdrawal
The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), take possession of the goods.
To exercise your right of withdrawal, you may submit your withdrawal request through your customer account or by sending a clear statement to:

Iva Mikulčíková
Business ID (IČO): 09831169
Merhautova 926/5
613 00 Brno – Černá Pole
Czech Republic

You may send your statement by post or by email. You may use the model withdrawal form provided by us, although its use is not mandatory.

To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of standard delivery (excluding any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us), without undue delay and in any event no later than 14 days from the day on which we receive your notice of withdrawal.
We will carry out such reimbursement using the same means of payment that you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

You must send back or hand over the goods without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal from this contract. The deadline is met if you send back the goods before the 14-day period has expired. 

You will bear the direct cost of returning the goods.

Refunds

Once we have received and inspected your returned item(s), we will notify you whether your refund has been approved or rejected.

If approved, the refund will be processed automatically to your original method of payment within 14 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund. If more than 15 days have passed since your return was approved and you have not received your refund, please contact us at hello@poufpoufshop.com.

Exceptions / Non-Returnable Items

Certain types of goods cannot be returned, including:
Perishable goods (such as food, cut flowers, and plants);
Custom-made or personalized products;
Personal care products (such as cosmetics);
Hazardous materials, flammable liquids, and gases.
If you have any questions regarding whether a specific item is eligible for return, please contact us before initiating a return. We also do not accept returns of: Sale or clearance items; Gift cards.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item. This allows us to assess the issue and take appropriate corrective action.

Exchanges

We do not offer direct exchanges.
If you wish to obtain a different item, please return the item you have in accordance with this policy and place a new order separately once your return has been accepted.