Returns & Refunds Policy

Last updated: 31 October 2026

1. General Information

At PUFATI SRL, we aim to provide high-quality natural goose down, feathers, pillows, and duvets while maintaining a transparent and fair return process.

This policy applies to purchases made through pufati.com and, where applicable, orders placed directly through email or telephone.

Different conditions may apply to private consumers (B2C), business customers (B2B), and genuinely custom-made products.

2. Consumer Right of Withdrawal — 14 Days

Private consumers purchasing eligible products through distance contracts generally have the right to withdraw from their purchase within 14 calendar days after receiving the goods, without providing a reason.

PUFATI does not offer a voluntary extension beyond this period.

Customers must notify us of their decision to withdraw before the 14-day period expires.

They may contact us by:

• Email: contact.kisvardai.attila@gmail.com
• Website contact form: https://pufati.com/pages/contact

Customers may submit any clear statement of withdrawal. They are not required to use a specific form.

After notifying PUFATI, customers generally have another 14 calendar days to send the goods back.

3. Return Shipping Costs

For eligible change-of-mind returns, customers are responsible for the direct cost of return shipping, where this has been properly communicated before purchase.

Customers should use a suitable delivery service and securely package the returned goods.

For defective, incorrectly supplied, or nonconforming products, PUFATI will arrange an appropriate return procedure at no cost to the customer, in accordance with applicable law.

4. Return Address

PUFATI SRL

Strada Principală nr. 758

Tulca, județul Bihor

România

Customers are encouraged to contact us before returning an item so that we can provide any necessary shipping instructions.

5. Product Condition and Inspection

PUFATI inspects returned products to assess their condition and resolve any reported issues.

Customers are encouraged to return products in their original packaging whenever possible. Alternative suitable protective packaging is also accepted.

Missing original packaging alone does not automatically eliminate a consumer's legal withdrawal rights.

If a returned product has been excessively handled, stained, painted, altered, torn, or otherwise damaged beyond what was reasonably necessary to examine its nature and characteristics, PUFATI may assess a reduction in value where permitted by law.

Any reduction must be justified by the product's actual condition and the applicable legal requirements.

PUFATI documents visible problems when necessary, including photographs of stains, unusual damage, or alterations.

Normal product inspection is not dependent on photographing every return.

6. Hygiene and Sealed Packaging

PUFATI pillows and duvets are delivered in sealed packaging for hygiene purposes.

Customers are encouraged to preserve the original seal and packaging until they have decided whether to keep the product.

Opening the packaging does not automatically eliminate statutory withdrawal rights.

Any exception relating to hygiene-sealed goods will be applied only where its specific legal requirements are satisfied.

7. Refund Processing

For a valid consumer withdrawal, PUFATI will reimburse the amounts required by law, including the original standard delivery charge where applicable.

Additional charges resulting from a customer's express choice of a more expensive delivery method need not be reimbursed where permitted by law.

Reimbursement will be made without undue delay and generally within 14 days of receiving the withdrawal notification.

Where legally permitted and PUFATI has not offered to collect the goods, reimbursement may be postponed until the returned goods are received or proof of their return shipment is provided, whichever occurs first.

PUFATI may inspect returned goods and apply any lawful, properly supported reduction for diminished value. Inspection does not override statutory reimbursement deadlines.

Payment methods:

• Card payments are normally refunded to the original payment method.
• Cash on Delivery payments may be refunded by bank transfer to the customer's IBAN with their express agreement.

Customers will not be charged additional fees for the agreed reimbursement method.

8. Damaged, Defective, or Incorrect Products

If a customer receives a damaged, defective, or incorrect product, they should contact PUFATI through email or the website contact form.

Customers are encouraged to provide:

• Their order number.
• A description of the problem.
• Photographs of the affected product, if available.

Photographs are helpful but are not a mandatory condition for exercising statutory rights.

PUFATI will review the circumstances and provide instructions.

When goods do not conform to the contract, consumers are entitled to the remedies provided by applicable Romanian consumer law, including repair, replacement, an appropriate price reduction, or termination of the contract where legally available.

The statutory conformity protection for consumer goods generally applies for two years from delivery, subject to applicable rules and exceptions.

Where a product must be returned for a valid conformity claim, PUFATI will determine the appropriate transport arrangement without imposing the legally required return costs on the consumer.

9. Product Exchanges

Voluntary exchanges are considered individually, depending on product condition, availability, and the circumstances of the request.

Exchanges are not automatically guaranteed.

This policy does not affect mandatory consumer withdrawal or conformity rights.

10. Custom-Made Pillows and Duvets

PUFATI also manufactures pillows and duvets according to customer specifications, including custom dimensions, filling weights, and filling compositions.

For products genuinely made to an individual's specifications or clearly personalized, the statutory 14-day withdrawal right may not apply under the relevant legal exception.

Customers will be informed of applicable return conditions before the custom order is accepted.

PUFATI permits free cancellation before manufacturing begins.

Once manufacturing has started, no voluntary change-of-mind cancellation is offered for genuinely custom-made orders.

If PUFATI exceptionally agrees to cancel an order after production has started, any handling of the deposit will be determined individually, subject to applicable law.

These conditions do not limit statutory remedies for defective or incorrectly manufactured products.

11. Business-to-Business Returns

For purchases made by businesses in a professional capacity, PUFATI does not offer voluntary change-of-mind returns as a standard policy.

Defective or incorrectly supplied products are handled in accordance with applicable law and contractual obligations.

Any special B2B return agreement must be confirmed separately.

12. Contact

PUFATI SRL

CUI: 5044386

Strada Principală nr. 758, Tulca, județul Bihor, România

Email: contact.kisvardai.attila@gmail.com

Website: https://pufati.com

Last updated: 31 October 2026