Returns & Refunds
We want you to love your Puff. If something is wrong, we fix it fast.
Damaged on arrival?
Send us a picture of your Puff if it is damaged when you unpack it and we will start the refund in as little as an hour. No need to post it back.
Changed your mind?
Because every Puff is custom-made from your photo, we cannot accept returns for change of mind. We can help if there is a quality issue.
How long it takes
Quality issues are reviewed within 1 hour. Refunds are processed back to your original payment method within 3–5 working days.
Start a refund
- Take clear photos of the damage while still in the packaging if possible.
- Email hello@uglypuffs.com with your order number and the photos.
- We review it and start the refund — usually within an hour.