Refund policy
RETURN & REFUND POLICY
Last updated: [DATE]
This Return & Refund Policy applies to purchases made through HIPUFFY.EU and is provided by ELECTRIC LOTUS S.R.O., Říční 456/10, Praha 1, 118 00, Czech Republic ("we", "us", "our").
Nothing in this Policy limits or excludes any mandatory rights you have under applicable Czech or European Union consumer protection law.
1. EU Statutory Right of Withdrawal
If you are a consumer and purchase goods from us through a distance contract, you generally have the statutory right to withdraw from the contract within 14 days without giving any reason, except where a statutory exception applies.
For goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods.
Where an order contains multiple goods delivered separately, the withdrawal period is calculated in accordance with applicable consumer law.
You may exercise your right of withdrawal before the goods have been delivered.
To exercise your right of withdrawal, you must inform us of your decision through an unequivocal statement before the withdrawal period expires.
Contact us at:
You may also use the Model Withdrawal Form provided at the end of this Policy, although use of that form is not mandatory.
2. Returning Goods After Withdrawal
After notifying us that you are exercising your statutory right of withdrawal, you must return the applicable goods without undue delay and, in any event, no later than 14 days after the date on which you informed us of your decision to withdraw, unless we agree otherwise.
Returns should be sent to:
ELECTRIC LOTUS S.R.O.
Říční 456/10
Praha 1
118 00
Czech Republic
Please contact CONTACT@HIPUFFY.EU before sending your return so we can provide the appropriate return instructions.
For returns made under the statutory right of withdrawal, you are responsible for the direct cost of returning the goods, unless we have agreed to bear that cost or applicable law requires otherwise.
We recommend using a tracked shipping method and retaining proof that the goods were returned.
3. Condition of Returned Goods
You may inspect and handle a product only to the extent necessary to establish its nature, characteristics and functioning, broadly comparable to how you could inspect it in a physical retail store.
You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Where goods were supplied with a protective seal and fall within a statutory health or hygiene exception, breaking that seal may result in the loss of your right of withdrawal as described below.
4. E-Liquids, Sealed Products and Health/Hygiene Exceptions
Certain products are excluded from the statutory right of withdrawal where an exception under applicable law applies.
In particular, the right of withdrawal may not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene where the protective seal has been broken after delivery.
Accordingly, where an e-liquid or other product is supplied in a sealed protective package and qualifies for this statutory exception, the product cannot be returned under the statutory right of withdrawal after that protective seal has been broken.
If you intend to exercise your right of withdrawal, please do not open, unseal or use the product.
This exception does not affect your statutory rights where a product is defective, damaged, incorrect, unsafe or otherwise does not conform to the contract.
5. Other Exceptions to the Right of Withdrawal
To the extent provided by applicable law, the statutory right of withdrawal may not apply to certain categories of goods, including:
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sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed;
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goods made to the consumer's specifications or clearly personalised;
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goods liable to deteriorate or expire rapidly; and
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other goods or contracts expressly excluded from the statutory right of withdrawal under applicable law.
An exception will only be applied where the legal requirements for that exception are satisfied.
6. Refunds Following Withdrawal
If you validly exercise your statutory right of withdrawal, we will reimburse payments received from you in respect of the withdrawn contract, including the cost of our least expensive standard delivery method offered for your order.
If you selected a delivery method that costs more than our least expensive standard delivery option, such as express or premium delivery, we are not required to reimburse the additional delivery cost.
We will make the reimbursement without undue delay and no later than 14 days after the date on which we are informed of your decision to withdraw.
For sales of goods, we may withhold reimbursement until:
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we have received the returned goods; or
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you provide evidence that you have sent the goods back,
whichever occurs first.
Unless otherwise agreed, the refund will be made using the same payment method used for the original transaction. We will not charge you a fee for making the reimbursement.
Your bank, card issuer or payment provider may require additional time to credit the refund to your account.
7. Damaged, Defective, Incorrect or Non-Conforming Products
Please inspect your order after delivery.
If a product is damaged, defective, incorrect, incomplete or otherwise does not conform to your contract, contact us at:
Please provide your order number and a description of the issue. We may also reasonably request photographs or other information necessary to identify and assess the problem.
Your statutory rights concerning defective or non-conforming goods are separate from the 14-day right of withdrawal.
Where applicable, statutory remedies may include repair, replacement, a proportionate price reduction, or termination of the contract and a refund, subject to the requirements and conditions of applicable law.
Where we are responsible for defective, damaged, incorrect or non-conforming goods, we will bear the necessary return costs where required by applicable law.
Nothing in this Policy limits your statutory rights concerning defective or non-conforming goods.
8. Sale and Promotional Items
Products purchased at a discount, during a sale or as part of a promotion remain subject to mandatory consumer rights.
A product is not excluded from statutory withdrawal or conformity rights solely because it was purchased at a discounted price.
Any applicable statutory exception to the right of withdrawal will continue to apply regardless of whether a product was purchased at full price or at a discount.
9. Exchanges
We do not normally offer direct exchanges for change-of-mind returns.
If you validly return an eligible product and wish to purchase a different product, you may place a new order separately.
This does not affect any statutory right to repair or replacement that may apply to defective or non-conforming goods.
10. Refused or Uncollected Shipments
Simply refusing a shipment or failing to collect it does not necessarily constitute a valid exercise of your statutory right of withdrawal.
If you wish to withdraw from your purchase, you should clearly communicate your decision to us at:
Where a parcel is returned because an incorrect or incomplete address was provided, delivery was refused, or the parcel was not collected, reasonable costs may be charged or deducted only to the extent permitted by applicable law.
Nothing in this section limits your mandatory consumer rights.
11. How to Request a Return or Withdrawal
To exercise your statutory right of withdrawal or make a claim concerning defective or non-conforming goods, contact:
Please provide:
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your name;
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your order number;
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the product(s) concerned; and
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whether you are exercising your right of withdrawal or reporting a defective, damaged, incorrect or non-conforming product.
We will provide return instructions where necessary.
12. Return Address
Unless we instruct you otherwise, returns should be sent to:
ELECTRIC LOTUS S.R.O.
Říční 456/10
Praha 1
118 00
Czech Republic
We recommend using a tracked shipping method and retaining proof of shipment.
13. Mandatory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any mandatory rights granted to consumers under applicable Czech or European Union law.
If any provision of this Policy conflicts with mandatory consumer protection law, the applicable mandatory legal provision will prevail.
Consumers residing in another EU Member State may also benefit from mandatory consumer protections applicable in their country of residence where those rules apply to the transaction.
14. Contact
For questions about withdrawals, returns, refunds or defective goods, contact:
ELECTRIC LOTUS S.R.O.
Říční 456/10
Praha 1
118 00
Czech Republic
Email: CONTACT@HIPUFFY.EU
Website: HIPUFFY.CO