Returns & Refunds Policy

RETURNS

Our items have been carefully crafted to ensure your complete satisfaction.

However, if you change your mind, you have 14 days from the receipt of your items to return them and request a refund.

Please note: We only refund products whose packaging has not been opened.

Return shipping costs remain your responsibility.

For any return, please contact us directly at contact@hipuffy.eu

 

Damaged Package – Claims Procedure

If your package shows visible damage at the time of delivery, whether at a pickup point or upon personal delivery, you must refuse delivery so that it is automatically returned to the sender. This step is essential for us to open a claim with the carrier and consider a refund or replacement of the products. Any package accepted despite visible damage cannot be covered. We therefore invite you to carefully check the condition of your order before taking possession of it.

REFUND

If you have not received your product within three weeks of its shipment, we undertake to refund you. 

We will also refund the cost of the Chronopost service if you have still not received your product within three days of its shipment.

Please note: Once your order tracking indicates that it has been delivered to you, we cannot issue a refund. 

In this case, we invite you to file a claim with the carrier, which we also systematically do, so that a thorough investigation can be conducted.

Claims Regarding Your Order – Hipuffy

At Hipuffy, we do everything we can to ensure your satisfaction. However, if you encounter a problem with your order, we are here to help you resolve it quickly and efficiently.

How to File a Claim?

If there is a problem with your order (missing, damaged, or incorrect product, or any other issue), please follow these steps:

  • Contact our customer service within 14 days of receiving your order via our email: contact@hipuffy.eu
    • Your order number
    • A detailed description of the problem encountered
    • Photos in the event of a damaged or incorrect product

 

  • Processing Your Claim:
    • Once we receive your request, our team undertakes to respond to you within 48 business hours.
    • The average processing time for a claim is 7 to 14 days, depending on the nature of the problem.

 

  • Possible Solutions:
    Depending on your situation, we may offer:
    • A product replacement
    • A full or partial refund
    • Store credit to be used on our website
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