PuffDash Refund and Returns Policy

This Refund and Returns Policy applies to all purchases made via the PuffDash Platform, including our mobile app and website. By using PuffDash, you agree to the terms outlined below, in addition to our Terms & Conditions and Privacy Policy.

1. General Policy PuffDash facilitates transactions between Buyers and independent Merchants (including cannabis dispensaries, vape retailers, and other specialty shops). All products are sold directly by the Merchant, and refunds or returns are handled according to the nature of the product, applicable consumer protection laws, and PuffDash’s platform policies. PuffDash may, at its discretion, facilitate communication between the Buyer and the Merchant and assist in the refund or return process, but is not liable for enforcing or guaranteeing refunds unless explicitly stated herein.

2. Eligibility for Refunds and Returns Refund or return requests will be considered under the following circumstances: The product received is damaged, defective, expired, or not as described. The product received is incorrect (wrong item, size, brand, strain, etc.). The product was not delivered at all. The order was cancelled before dispatch by the Buyer or Merchant. The product falls within a category explicitly covered by a Merchant’s individual return policy. Buyers must report any issues within 24 hours of delivery by submitting evidence (e.g., photo or video proof) to support@puffdash.co.za or via the in-app support system.

3. Non-Returnable / Non-Refundable Products Due to the nature of certain goods, some items are not eligible for return or refund. These include, but are not limited to: Disposable vape devices, which are considered single-use items. Malfunctions caused by user error or improper storage will not qualify for a return or refund. Opened cannabis products, edibles, or any product where hygiene, contamination, or tampering concerns exist. Perishable goods, such as food or beverages, unless they are spoiled or contaminated upon delivery. Gift cards, promotional items, or loyalty rewards. If a disposable vape device is dead on arrival or exhibits a manufacturer defect, the Buyer must report this within 6 hours of delivery with photo or video proof. The Merchant may assess whether the issue qualifies for a replacement or refund.

4. Refund Processing If a refund is approved by the Merchant or PuffDash, it will be processed via the original method of payment (e.g., card, wallet credit). Refunds typically take 5–10 business days to reflect, depending on the bank or payment processor. Refunds may also be issued as PuffDash wallet credits, especially in cases of partial refunds or discretionary goodwill resolutions.

5. Disputed Transactions In cases of unresolved disputes between Buyers and Merchants, PuffDash may step in to mediate. PuffDash reserves the right to: Review transaction logs, delivery confirmation, and support communications. Request evidence from either party. Make a good-faith determination based on platform policies and fairness. PuffDash’s decision in these cases shall be final.

6. Order Cancellations Buyers may cancel an order at no charge if the item has not yet been accepted or dispatched by the Merchant. If a Buyer cancels after the order has been accepted or dispatched, a cancellation fee or non-refundable delivery fee may apply. PuffDash reserves the right to cancel orders due to product unavailability, delivery constraints, or suspected fraud, with or without prior notice.

7. Contact and Support For any refund or return-related query, please contact:

support@puffdash.co.za Or use the "Support" tab in the PuffDash App