Refund policy
Last updated: 19 July 2026
Returns
You have 30 days from delivery to return your order. That's longer than the law requires, because we'd rather you were sure.
How to start a return
Email info@puffstudios.co.uk with your order number and let us know you're returning. We'll reply with the return address and everything you need.
We're a small team at the very start of this, so we're not automated yet. That means a real person reads your email and answers it, usually within 1–2 working days. Please wait to hear from us before sending anything back, so we know it's coming and nothing goes missing.
Condition
Items must be unworn, unwashed and with their tags attached for a full refund. If you cancel under your legal right to cancel and the item shows use beyond what’s needed to check it, we may reduce the refund by the drop in value, as the law allows.
Return postage
Yours to cover, unless the item is faulty or we sent you the wrong thing. Use a tracked service. Until it reaches us, it's your responsibility.
Your legal right to cancel
Separately from our 30 day policy, you have a legal right to cancel within 14 days of delivery for any reason, then a further 14 days to send it back. If you cancel within that window we'll also refund the standard delivery you originally paid. This right applies wherever you are.
Prefer a form? Email us and we’ll send you our cancellation form. You don’t need one, as your email is enough.
Refunds
We'll inspect your return when it lands and email you to confirm.
Your refund goes back to your original payment method within 14 days of us receiving the item, or of you showing us proof you've sent it, whichever comes first. Your bank may take a few more days to show it.
Faulty or incorrect items
If your order arrives damaged, faulty, or different from what was described, email info@puffstudios.co.uk with your order number and a photo.
- Within 30 days of delivery you can reject it outright for a full refund
- After 30 days and within 6 months we'll repair or replace it, and refund you if we can't
- We cover return postage on anything faulty or incorrect. Always
Nothing here affects your rights under the Consumer Rights Act 2015.
Exchanges
We don't run exchanges yet. Need a different size or colour? Return the first one and place a new order. That way you're not waiting on stock that might sell out.
Before you order
We'd rather help you get it right than process a return.
Check the size guide first: the Aura Tee runs oversized, so size down if you want it closer to the body. Or take the Aura Test, which walks you through colourway and sizing.
Still unsure? Email us your measurements and we'll tell you which size to take.
Questions
info@puffstudios.co.uk.(we reply within 1–2 working days).