Refund policy

Last updated: May 2, 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. ELIGIBILITY FOR RETURNS

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original, unopened packaging. You’ll also need the receipt or proof of purchase.

Hygiene Restriction: Due to the nature of our products (glassware and hardware intended for personal use), any item that has been used, or where the protective hygiene seal has been broken, is strictly ineligible for return under health protection and hygiene regulations (Art. 16(e) Directive 2011/83/EU).

2. RETURN PROCESS

To start a return, you can contact us at bigmoneymoves20@proton.me.

  • Approval: Returns must be pre-authorized. Items sent back to us without first requesting a return will not be accepted.

  • Shipping: Customers are responsible for return shipping costs and ensuring the items reach our warehouse in Prague, Czech Republic safely.

  • Address: Returns should be sent to: Kurzova 2222, Hlavní město Praha, 155 00, CZ.

3. DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Reports of damage must be made within 48 hours of delivery.

4. EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned:

  • Used Hardware: Any pipe or accessory that shows signs of use or assembly.

  • Custom Products: Special orders or personalized items.

  • Sale Items: We do not accept returns on sale items or gift cards.

  • Customs Seizures: As per our Terms of Service, Be Puff is not liable for orders seized by local authorities. In such cases, cash refunds are not provided. At our sole discretion, store credit may be issued upon proof of seizure.

5. EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

6. EUROPEAN UNION 14-DAY "RIGHT OF WITHDRAWAL"

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

  • Condition: This right only applies to unused and sealed goods. Once a product is unsealed or used, the right of withdrawal is waived for hygiene and health protection reasons.

  • Procedure: You may exercise this right via the "Withdrawal" button in your account or by contacting us directly.

7. REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund too.

  • Delays: If more than 15 business days have passed since we’ve approved your return, please contact us at bigmoneymoves20@proton.me.