Complaints Policy

This complaints policy forms part of the General Terms and Conditions and governs the procedure for exercising rights from defects in goods purchased by consumers in the online shop www.puffhouse.eu. It is based on the Civil Code (Section 619 et seq., as effective from 1 July 2024) and Act No. 108/2024 Coll. on consumer protection.

1. What we are responsible for

1. We are responsible for ensuring that the goods have the agreed and customary characteristics upon delivery, correspond to the description, are suitable for the purpose for which they are normally used, and are delivered with accessories and instructions.
2. We are responsible for a defect in the goods if it appears within two years of delivery. If a defect appears within twelve months of delivery, it is presumed to have existed at the time of delivery unless we prove otherwise.
3. We are not responsible for defects caused by normal wear and tear, improper use contrary to the instructions (e.g. filling the device with an unspecified refill, charging with an unapproved adapter), mechanical damage, exposure to liquids, unauthorised interventions, nor for defects we warned about at the time of sale or for which a lower price was agreed.

2. Specifics of disposable e-cigarettes, refills and batteries

• Disposable e-cigarettes and refills (pods) are consumable goods. The number of puffs stated by the manufacturer is indicative (it depends on the length and intensity of the puff); a lower actual number is not a defect. A defect is, in particular, a manufacturing malfunction (no vapour produced, no light, leaking), or damaged or incomplete package contents.
• Batteries and accumulators of devices have a naturally limited lifespan; a gradual decrease in capacity during normal use is not a defect. A defect is, for example, failure to charge, spontaneous switching off, or excessive heating from the start of use.
• Taste, intensity or subjective satisfaction with the flavour are not defects; for unopened goods, use your right of withdrawal within 14 days.
• When complaining about consumable goods, a photograph or short video of the defect and the batch/code from the packaging will help us.

3. How to make a complaint

1. Online (recommended): Withdrawal and complaint form – enter your order number and email, select the items and describe the defect; you will receive confirmation of receipt of the complaint with the date and time immediately by email.
2. By email to web@puffhouse.eu or by phone at +421 911 600 430 (Po–Pia 9:00–15:30).
3. In writing / by sending the goods to: MEXCOR s.r.o. – PuffHouse (reklamácie), Drevárska 6, 902 01 Pezinok. We do not accept cash-on-delivery shipments; we recommend insuring the shipment.

When making a complaint, please provide the order number, a description of the defect, how it manifests, and the desired method of resolution. Send the goods complete, clean and packed so that they are not damaged during transport. We have the proof of purchase in our system – you do not need to attach it, but it will speed up the process.

4. Your rights in case of a defect

1. You have the right to have the defect remedied by repair or replacement (the choice is yours, unless the chosen method is impossible or disproportionately costly) – for consumable goods, usually by replacement with a new item.
2. If we do not remedy the defect within a reasonable time (no later than 30 days), we refuse to remedy it, the defect recurs or is substantial, you have the right to a reasonable price reduction or withdrawal from the contract (refund of the price).
3. We will reimburse you for the transport costs of the complained goods to us if the complaint is accepted (the cheapest usual method) – provide your IBAN in the form.

5. Time limits and resolution

1. We will resolve the complaint without undue delay, no later than 30 days from its submission (from delivery of the goods if needed for assessment). If we fail to meet the deadline, you have the right to withdraw from the contract.
2. We will inform you of the resolution by email; for the complaint, we will issue a confirmation of submission and a record of resolution (date of submission, method of resolution, date of resolution, and any reasons for rejection).
3. If the complaint is accepted, we will send new goods, refund the money (by the same method you used to pay, within 14 days), or provide a discount according to your choice. If the complaint is rejected, we will inform you of the reasons; we will return the goods to you.

6. Extended warranties

If an extended warranty or "satisfaction guarantee" is stated for a specific product (e.g. 30 days for Puff House PRO devices), the conditions stated for the product apply; these extend, not limit, your statutory rights.

7. Buyers – businesses

When purchasing within a business activity (Puff House Pro), rights from defects are governed by the Commercial Code and the terms of wholesale cooperation; the time limit for reporting obvious defects is 5 working days from receipt.

8. Dispute resolution

If you are not satisfied with the resolution of a complaint, you can contact Slovenská obchodná inšpekcia, Inšpektorát SOI pre Bratislavský kraj, Bajkalská 21/A, 827 99 Bratislava – www.soi.sk, or an alternative dispute resolution entity (more in the GTC, Art. 10). This complaints policy (version 2026-09) is effective from 12. 9. 2026.