Refund policy
Effective Date: August 12, 2026
At Prime Puffs, we want our customers to have a clear understanding of their options if an order arrives damaged, defective, incorrect, or if an eligible product needs to be returned.
This Return & Refund Policy explains the circumstances in which returns, refunds, exchanges, and order cancellations may be available for purchases made through primepuffs.ca.
This policy is subject to applicable Canadian and Ontario consumer protection laws. Nothing in this policy is intended to limit or remove any rights or remedies that cannot legally be excluded.
1. Return Eligibility
Unless a different remedy is required by applicable law, eligible unopened products may generally be returned within 7 days of delivery.
To be eligible for a return:
- The product must be unused and unopened;
- The product must remain in its original condition;
- The original packaging must be intact, where applicable;
- The customer must provide the original order number or other valid proof of purchase; and
- The return must be approved by Prime Puffs before the product is shipped back.
Because certain products may be subject to health, safety, hygiene, or regulatory restrictions, opened or used products may not be eligible for return unless the return is required by applicable law or the product is defective.
Product-specific return restrictions will apply where disclosed on the Website or otherwise communicated to the customer.
2. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incomplete, or contains a product that is different from what you ordered, please contact us as soon as reasonably possible.
Contact:
Email: support@primepuffs.ca
Phone: (226) 581-9101
When contacting us, please provide:
- Your order number;
- Your name;
- A description of the issue;
- Photographs of the product and packaging, where appropriate; and
- Any other information reasonably necessary to investigate the issue.
After reviewing the circumstances, Prime Puffs may provide an appropriate remedy, which may include:
- A replacement;
- An exchange;
- A refund; or
- Another remedy required or permitted by applicable law.
If the problem was caused by an error on our part, we will provide appropriate return instructions and will not require the customer to incur unnecessary return costs where applicable law requires otherwise.
3. Change-of-Mind Returns
If you change your mind after receiving your order, Prime Puffs may accept a return where the product is eligible.
Unless otherwise required by law:
- The product must be unopened and unused;
- The product must be in its original condition and packaging;
- The return must be requested within 7 days of delivery; and
- The customer is generally responsible for return shipping costs.
Change-of-mind returns are subject to any applicable product-specific restrictions.
Nothing in this section limits any consumer rights provided by applicable law.
4. Opened or Used Products
For health, safety, hygiene, and regulatory reasons, we generally cannot accept returns of products that have been opened, used, altered, or otherwise cannot reasonably be resold.
This may include certain vapour products, devices, accessories, and other products where opening or use affects health, safety, hygiene, or regulatory requirements.
This restriction does not apply where applicable law requires Prime Puffs to provide a refund, replacement, repair, or other remedy.
If you believe an opened or used product is defective, please contact us rather than disposing of the product. We will review the circumstances and advise you of the available options.
5. Missing Items or Incorrect Orders
If an item is missing from your shipment or you received an item you did not order, please contact us as soon as possible.
Please provide:
- Your order number;
- A description of the missing or incorrect item; and
- Photographs of the package and its contents where appropriate.
We will investigate the order and, where appropriate, arrange a replacement, refund, or other suitable resolution.
6. Refunds
Once an approved return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will generally be issued to the original payment method used for the purchase.
The time required for a refund to appear in your account depends on the payment processor and your financial institution. Prime Puffs cannot control processing times imposed by your bank or payment provider.
Unless otherwise required by applicable law:
- Original shipping charges may be non-refundable for change-of-mind returns;
- Return shipping costs may be the customer’s responsibility for change-of-mind returns; and
- Shipping charges may be refunded where the return results from an error on our part, a defective or damaged product, or where required by law.
7. Exchanges
Where an exchange is available, the replacement product will generally be shipped after the returned product has been received and approved.
If the requested replacement is unavailable, Prime Puffs may provide:
- A refund;
- An alternative replacement; or
- Another appropriate resolution.
Any replacement remains subject to applicable product restrictions and availability.
8. Order Cancellations
If you need to cancel an order, contact us as soon as possible at:
Email: support@primepuffs.ca
Phone: (226) 581-9101
We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped.
Once an order has been processed or shipped, cancellation may no longer be possible. In that situation, the applicable return procedure may apply.
If an order cannot legally be fulfilled, including where applicable age or eligibility requirements cannot be satisfied, Prime Puffs may cancel the order and provide any refund required by applicable law.
Nothing in this section limits any cancellation rights provided by applicable consumer protection legislation.
9. Returns Required by Law
This policy does not replace or restrict rights and remedies available to consumers under applicable law.
Certain consumer transactions may be subject to statutory cancellation, refund, replacement, repair, disclosure, or other rights.
Where applicable law provides a customer with a right to cancel an agreement or receive a refund or other remedy, Prime Puffs will comply with those requirements.
10. Return Authorization
Please do not send a product back without contacting Prime Puffs first.
Before returning an item, contact:
Prime Puffs
Email: support@primepuffs.ca
Phone: (226) 581-9101
We will provide return instructions where a return is approved.
Unauthorized returns may experience delays in processing.
11. Return Shipping
Return shipping arrangements will depend on the reason for the return.
For eligible change-of-mind returns, the customer is generally responsible for return shipping costs.
Where the return is due to an error by Prime Puffs, a damaged or defective product, or another circumstance where applicable law requires Prime Puffs to cover the cost, we will provide appropriate instructions.
Customers should retain proof of shipment when returning an item.
12. Refund Timing
Once an approved return has been received and processed, we will initiate any applicable refund.
The amount of time required for the refund to appear in your account may vary depending on the payment processor and financial institution.
If you believe a refund has not been received within a reasonable period after we have confirmed that it was issued, please contact us so we can investigate.
13. Policy Changes
Prime Puffs may update this Return & Refund Policy from time to time to reflect changes to our business practices, products, services, or applicable legal requirements.
The Effective Date at the top of this page will be updated whenever the policy is revised.
The version published on the Website will be the current version applicable to purchases made after its effective date, subject to any rights that apply under applicable law.
14. Contact Us
If you have questions about a return, refund, exchange, cancellation, or this policy, please contact us:
Prime Puffs
320 North Service Road West, Suite 1033
Oakville, Ontario L6M 2R7
Canada
Email: support@primepuffs.ca
Phone: (226) 581-9101
When contacting us about an order, please include your order number so that we can assist you as efficiently as possible.