Returns & Warranty Information
Returns & Warranty Information
You may cancel your order for any reason and receive a full refund prior to your order being shipped. Typically, most orders are shipped the same day they are received so the cancelation must be received prior to processing. Our customer service can inform you of the status of your order and advise you if the order can be cancelled for a full refund. Once an item is shipped the terms of our Returns policy will take effect.
Grand Puff allows 30 days from the delivery date to request a Return Goods Authorization (RMA#) .All products must be returned in 'AS NEW' condition - which requires the product to be in its original packaging and in 100% resalable condition (unless product is deemed defective). If your item is defective, please refer to Damage / Warranty Information. Custom branded products are final and are not eligible for returns, exchanges, changes or alterations. We are here to provide you with the best possible customer service experience, so please call 916-923-9530 for any questions about completing the return process.
Once Grand Puff receives the return item(s), a refund will be applied to your original method of payment for the price of the item and any taxes. Please note that shipping charges will not be refunded. Refunds are processed in accordance with the customer's original method of payment. For example, if a customer wishes to return and item that was purchased through his/her PayPal account, a refund will be administered to his/her PayPal account only. Grand Puff’s refund policy applies to all methods of payment accepted at GrandPuff.com, which include Visa, MasterCard, American Express, Discover and PayPal.
Likewise, those who wish to return Grand Puff item(s) purchased through third party websites, such as EBay and Amazon, will be refunded according their original method of payment.
To return your item(s), please fill out and submit the Return Authorization Form below. Once you have submitted your return authorization form, please allow 1-2 business day(s) for us to email you your RMA#. If you opt for a pre-paid label issued by Grand Puff please note that this cost will be deducted from the amount of your return. You must include your RMA number with your return in order for us to process a refund or exchange promptly.
For your protection, we recommend that you use a traceable and insurable form of shipment such as FedEx ,UPS or USPS.
Are there Restocking Fees?
Restocking fees apply to returned item(s) due to personal, not qualitative, reasons. When returning item(s) for these reasons, the customer is responsible for covering both return costs & possible restocking fees. Examples of ‘personal reasons ' include ordering the wrong product & failing to cancel the order on time, or not liking the color or style of the product.
Restocking fees are determined by the condition of returned merchandise, the original freight, and the cost of item. Often, restocking fees cost 15-25% of the item's original listed price. However these figures vary on a case-by-case basis. The restocking fee(s) of each returned item(s) will adhere to the terms and conditions established by the vendor(s) of said item(s).
If the item(s) arrives to the consumer damaged or defective etc. then no restocking fee applies and the customer will receive a return authorization form.
Damage / Warranty Information
If your product fails within the first 30 days of purchase & you believe it would fall under a factory defect claim, Grand Puff can offer assistance in submitting a claim with the manufacturer.
We are here to help you! For any questions about Grand Puff's return process, cancelling an order or special orders please call us at 916-923-9530 between the hours of 9:00am – 5:30pm, Monday through Friday PST