Refund Policy
mzenpuff commits to convenient procurement for retail and wholesale clients alike. Our standardized, fair refund regulations guarantee timely and professional resolution across European regions. Kindly go through these rules to learn about our refund arrangements.
Canceling an order and right to a refund
We acknowledge that order adjustments may occur. Cancellations are accepted within 24 hours upon placement. A full refund is available for orders pending preparation and shipment. Should the order be under processing or already delivered, separate regulations shall prevail.
Requesting a refund after 24 hours
Orders placed more than 24 hours prior are typically under preparation or in delivery. Refund applications will be reviewed only for exceptional cases:
No refunds will be issued for orders that have been shipped out.
For unshipped orders, a refund of up to half the total amount may be granted, as relevant expenses have already occurred.
Refund after shipment
Refund requests are not eligible once shipment is completed and a tracking number is provided. Interception or recall of delivered parcels is not feasible. We advise you to review your order thoroughly prior to confirmation.
Damaged or broken products
We source products from established brands such as Al Fakher, Vapme and Elf Box. Should you receive faulty merchandise, please comply with the following provisions:
We will arrange a free replacement or issue a full refund accordingly.
Claims for damaged goods must be submitted within 7 calendar days.
Visual evidence via product photos may be required for inspection.
Customs and insurance
Every delivery across Europe is covered by transport insurance. A full refund will be provided should goods be held by customs for a prolonged period without release. While we support you in handling customs formalities, delays arising from customs operations are beyond our control.
Wrong address information
It is your responsibility to submit correct address details upon checkout. In cases where goods are returned owing to invalid addresses, all costs for redelivery shall be borne by you.
Refunds for wholesale and large orders
Bulk and wholesale transactions are subject to distinct regulations:
Comprehensive pre-shipment inspections are conducted for all bulk consignments.
Large-volume orders cannot be refunded after shipment.
In case of product defects or incorrect deliveries, we will assess your request and arrange partial reimbursement or replacement.
How to request a refund?
Please adhere to the following procedures for refund claims:
- Submit your request via email (mzenpuff@outlook.com) or the online contact form within the applicable time frame.
- Quote your order reference number and specify the relevant issue.
- Your request will be assessed, and you will receive a reply within 3 to 5 working days.
mzenpuff delivers premium products throughout Europe with expedited, insured shipping. Our team is ready to assist you with any enquiries.
All purchases made on this website constitute acceptance of these regulations. We commit to a reliable purchasing experience for both retail and wholesale orders.