Refund policy


Puffy Cups – Return & Refund Policy

At Puffy Cups, we’re committed to delivering cozy, stylish, and high-quality cups, mugs, egg storage boxes, and kitchen essentials designed to elevate your everyday kitchen experience. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.

📦 Order Processing & Cancellation

Orders are normally processed within 1–3 business days after the order is placed.

Customers may request cancellation of an order within 24 hours of placing the order, provided that the order has not yet been shipped.

If a cancellation request is received within this 24-hour cancellation period and before the order has been shipped, the order can be cancelled and a full refund will be issued to the original payment method.

Once an order has been shipped, it can no longer be cancelled. Customers may instead follow the return procedure below after receiving the order.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

  • You contact us within this timeframe
  • The item is unused and in its original packaging
  • The item is damaged, defective, or incorrect

🚫 Non-Refundable Items

We do not accept returns for:

  • Items that have been used, washed, or altered after delivery
  • Items returned without original packaging
  • Custom or made-to-order products
  • Final sale or discounted items
  • Products marked non-returnable at checkout
  • Items damaged due to misuse, improper handling, or excessive force

📝 How to Request a Return

To start a return, please contact our support team with:

Your order number

A brief explanation of the issue

Clear photos of the product and packaging, where applicable

🔄 Return & Refund Process

1. Review & Approval

Our team will review your request and may ask for additional information if needed.

2. Return Instructions

If your return request is approved, please send the item to:

NEXIMEDIA LIMITED
UNIT 903A, 9/F., CAMERON COMM CENTRE
458–468 HENNESSY ROAD
CAUSEWAY BAY
HONG KONG

Please contact our customer service team before sending your return. Returns sent without prior approval may not be accepted.

📦 Return shipping costs are the customer’s responsibility unless:

  • The item is defective
  • The item arrived damaged
  • The wrong item was delivered

3. Refund Issuance

Once your return is received and approved:

Your refund will be issued to the original payment method

Processing time is typically 5–7 business days, depending on your payment provider

📌 Important Notes

All returns must be pre-approved

Items must be returned in original condition

Shipping fees are non-refundable unless the item is faulty

Returns showing signs of use, damage, or missing packaging may be rejected

Excessive or suspicious return requests may be declined

💬 Need Help?

We’re here to support you every step of the way.

If you have any questions regarding returns or refunds, please visit our Contact Us page and our team will ensure your Puffy Cups experience remains smooth, cozy, and worry-free.