Shipping & Returns

ELFRUFFY

Shipping, Payment, Returns and Complaints Policy

Website publication copy

This document is drafted for publication on the Website. Mandatory consumer rights and country-specific restrictions prevail over any conflicting clause.

Shipping and Payment Policy

Effective date: 23 July 2026  |  Applies to: https://elfruffy.com

1. Shipping destinations

Shipping may be offered to the following destinations, subject to product-specific legal restrictions and checkout availability:

Austria

Belgium

Bulgaria

Croatia

France

Germany

Greece

Ireland

Italy

Latvia

Lithuania

Luxembourg

Netherlands

Norway

Estonia

We may suspend a destination or restrict individual products where local law, customs, carrier, age-verification or regulatory requirements prevent lawful fulfilment.

2. Order processing

Orders are normally processed within 1 to 3 business days after cleared payment and successful age verification. Weekends and public holidays are not normally counted as business days.

Processing time is separate from carrier transit time. Orders may take longer where identity checks, stock checks, customs documentation or regulatory review are required.

3. Carriers and shipping calculation

We use GLS, DPD or another delivery service made available through a shipping aggregator or direct integration.

The shipping calculator at checkout uses available parcel, destination and carrier data to estimate the charge before payment. Where an automated quote cannot be produced, the customer may be asked to approve a manual quote before the order is accepted.

Carrier estimates are not guaranteed delivery dates. Remote-area surcharges, customs charges and other destination fees may apply.

4. Adult delivery and age checks

Orders containing regulated nicotine products may require adult signature, photographic identification or age verification on delivery. The recipient must be at least 18 years old.

The order name, payment name and delivery recipient should match. We or the carrier may refuse delivery where the recipient cannot prove age or identity.

5. Customs, import restrictions and customer charges

International parcels may be inspected, delayed, refused, returned, seized or destroyed by customs or another authority. We do not guarantee customs clearance.

Unless expressly included at checkout, the customer is responsible for destination-country import duties, VAT/GST, permits, brokerage and other charges. The customer must not order a product whose import or possession is prohibited.

If a parcel is returned because the customer refused lawful customs charges, supplied an incorrect address or failed age verification, we may deduct unrecoverable shipping, return, customs or handling costs from any refund to the extent permitted by law.

6. Delivery problems

Customers should inspect the parcel promptly. Visible transit damage, missing items or an incorrect parcel should be reported as soon as reasonably possible, preferably within 14 days, with photographs of the parcel, label and product.

A 14-day notification request does not remove any longer mandatory legal guarantee or consumer remedy.

If tracking shows delivery but the parcel is missing, contact us promptly so we can open a carrier investigation.

7. Shipping costs and free replacement of defective goods

There is no general free-shipping threshold unless one is expressly displayed at checkout for a particular destination and is legally permitted.

Where a defect claim is accepted, we cover reasonable postage required to return the defective product and send a repair or replacement. The customer must follow the return instructions provided by support.

8. Payment methods

Payment options may include Paytriot Payments, bank transfer to an IBAN, authorised P2P payment, Apple Pay and Google Pay. Availability depends on destination, currency, order value, risk controls and provider rules.

An order is not processed until payment is cleared. Bank-transfer orders must include the correct order reference. The customer is responsible for bank or currency-conversion charges unless stated otherwise.

9. Payment security and refunds

Card and wallet payments are processed by third-party payment providers under their own security and privacy terms. We generally receive a transaction result, reference and limited payment metadata rather than full card details.

Approved refunds are normally sent to the original payment method. Where that is not possible, we may request verified bank details for a refund by transfer.

Returns, Refunds and Complaints Policy

Effective date: 23 July 2026  |  Applies to: https://elfruffy.com

1. Consumer withdrawal period

A consumer purchasing at a distance may withdraw from an eligible purchase within 14 days without giving a reason. The period starts on the day the consumer, or a nominated person other than the carrier, receives the goods.

For an order delivered in separate parcels, the period starts when the last parcel or item is received where applicable under mandatory law.

2. How to withdraw

Before the 14-day period expires, send a clear withdrawal statement to ruffyelf@gmail.com. You may use the Model Withdrawal Form, but it is not mandatory.

Include your name, order number, product, delivery date and contact details. We will provide return instructions and, where applicable, a return reference.

3. Goods excluded from change-of-mind return

The statutory withdrawal right does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.

Accordingly, opened or unsealed e-liquids, nicotine pouches or snus-style products, pre-filled pods, cartridges with consumable contents, mouthpieces and similar hygiene-sensitive consumables cannot be returned for a change of mind.

Unopened goods remain subject to any mandatory withdrawal right unless another statutory exception applies. These exclusions do not limit remedies for goods that were defective, damaged, incorrectly supplied or unsafe.

4. Return deadline and condition

After notifying us of withdrawal, the customer must send eligible goods back without undue delay and no later than 14 days after the withdrawal notice.

The customer should return the product complete, secure and with accessories, manuals and original packaging where reasonably possible. The customer may inspect the goods only as they would in a physical shop and is responsible for diminished value caused by unnecessary handling.

5. Return shipping for change of mind

For an ordinary change-of-mind return, the customer bears the direct return shipping cost. We recommend tracked shipping and proof of posting.

Returns sent without adequate packaging or to an address not approved by us may be delayed. Do not send leaking, damaged or hazardous batteries without receiving specific transport instructions.

6. Refund timing

For a valid withdrawal, we refund payments received for the returned goods and the cost of the least expensive standard delivery option originally offered, where required by law.

The refund will be made without undue delay and generally within 14 days after receiving the withdrawal notice. We may withhold the refund until the goods are received or the customer supplies proof of return, whichever occurs first.

The refund is normally made using the original payment method unless otherwise agreed. Additional delivery upgrades selected by the customer are not refundable beyond the standard delivery amount where permitted by law.

7. Faulty, damaged or incorrect goods

If goods are defective, damaged in transit, incomplete or different from the order, contact us at the earliest reasonable opportunity. Provide the order number and photographs or video showing the product, serial or batch information, packaging and defect where possible.

We may ask the customer to perform safe troubleshooting or return the product for inspection. Evidence requests must be reasonable and do not remove statutory rights.

Where the defect is confirmed, we will normally repair or replace the product free of charge. If repair or replacement is impossible, disproportionate, unsuccessful or not completed within a reasonable time, the customer may be entitled to a price reduction or refund under applicable law.

For an accepted defect claim, we pay reasonable return postage and the cost of sending the repaired or replacement product.

8. Legal guarantee

EU consumers receive at least the mandatory two-year legal guarantee of conformity for consumer goods. Some destination countries may provide longer or additional protection.

A request to report visible transit damage within 14 days is intended to assist investigation and does not shorten the legal guarantee period.

The legal guarantee does not cover a problem caused solely by misuse, accidental damage, unauthorised modifications or repairs, incompatible charging equipment, failure to follow instructions, normal wear or consumable depletion, unless mandatory law provides otherwise.

9. Complaints process

Send complaints to ruffyelf@gmail.com with your order number, requested remedy and relevant evidence. We will acknowledge the complaint and inform you of the next steps.

If the complaint cannot be resolved directly, an eligible consumer may contact the competent alternative dispute resolution body. Slovak Trade Inspection contact details are included in the Legal Notice.

10. Business customers

The statutory consumer withdrawal right does not apply to a purchase made wholly for business purposes. Business returns require our prior written approval, except where mandatory law or an agreed commercial warranty provides otherwise.

Model Withdrawal Form

Effective date: 23 July 2026  |  Applies to: https://elfruffy.com

Complete and return this form only if you wish to withdraw from an eligible distance contract. You may also send any other clear withdrawal statement by email.

I hereby give notice that I withdraw from my contract of sale for the goods identified above.

Date: ______________________________________

Signature (only if submitted on paper): ______________________________________

Important: Opened or unsealed hygiene-sensitive consumables, including e-liquids, nicotine pouches or snus-style products and pre-filled pods, may be excluded from change-of-mind return. This does not affect rights relating to defective or incorrectly supplied goods.