Terms and Conditions

These General Terms and Conditions (hereinafter "GTC") govern the relationship between the seller and the buyer when purchasing in the online shop www.puffhouse.eu. Please read them before submitting your order – by submitting an order, you confirm that you have read and agree to them.

1. Seller

MEXCOR s.r.o., Matúšova 8027/54, 811 04 Bratislava – mestská časť Staré Mesto
Company ID: 50 455 605 · Tax ID: 2120342950 · VAT ID: SK2120342950
Obchodný register Mestského súdu Bratislava III, oddiel Sro, vložka č. 173899/B
Email: web@puffhouse.eu · Phone: +421 911 600 430 (Po–Pia 9:00–15:30)
Address for returns and complaints: MEXCOR s.r.o. – PuffHouse (reklamácie), Drevárska 6, 902 01 Pezinok

Supervisory authority: Slovenská obchodná inšpekcia, Inšpektorát SOI pre Bratislavský kraj, Bajkalská 21/A, 827 99 Bratislava – www.soi.sk

2. Basic terms

• Buyer – consumer is a natural person who, when concluding the contract, is not acting within the scope of their business, employment or profession.
• Buyer – entrepreneur is a person purchasing within the scope of their business activity (especially via the Puff House Pro portal). The provisions on consumer protection (especially Articles 7 and 8) do not apply to relationships with entrepreneurs, and the special terms of wholesale cooperation take precedence.
• Goods are electronic cigarettes, cartridges, e-liquids, nicotine pouches, devices for heating tobacco, tobacco cartridges and accessories offered in the e-shop.
• Contract is a distance purchase contract concluded through the e-shop.

3. Sale only to persons over 18 years of age

Goods containing nicotine, tobacco or intended for their use are sold exclusively to persons who have reached 18 years of age (Act No. 377/2004 Coll. on the protection of non-smokers and Act No. 89/2016 Coll. on the production, labelling and sale of tobacco products and related products). By submitting an order, the buyer declares that they are over 18 years of age. We verify age at the time of ordering and upon delivery (the carrier may request presentation of an identity document); we will hand over the shipment only to a person over 18 years of age. If age cannot be verified, we have the right to withdraw from the contract and return the shipment; we may claim the costs of failed delivery from the buyer who provided false age information when ordering.

4. Order and conclusion of the contract

1. The offer of goods in the e-shop is an invitation to submit proposals for concluding a contract. You submit the order by clicking the "Order with obligation to pay" button; before submitting, you can check and edit all details.
2. After submission, we will automatically send you an acknowledgement of receipt of the order by email. The purchase contract is concluded upon delivery of the order confirmation (acceptance) by the seller – usually this is the same email; in the case of advance payment, at the moment of payment confirmation.
3. The seller may reject the order or withdraw from the contract especially if: the goods are not in stock and cannot be replenished within a reasonable time, the price was clearly erroneous (e.g. a typo), the buyer did not meet the age condition, or in the case of repeated non-acceptance of shipments. We will inform you of the rejection and promptly refund the amount paid.
4. You can cancel the order without giving a reason until the moment of handover to the carrier – by email, phone or in your customer account.
5. The buyer is responsible for the accuracy of the data in the order. The contract is concluded in the Slovak language and is archived in electronic form; the buyer has access to their orders in the customer account.

5. Prices and payment terms

1. Prices are stated in euros including VAT and all taxes; they do not include the cost of shipping and any cash on delivery fee, which are displayed in the cart before submitting the order. For goods subject to excise duty, this duty is included in the price.
2. In the case of a discount, we also state the lowest price in the last 30 days before the discount.
3. Payment methods: payment card, Apple Pay, Google Pay (TatraPay+, 3-D Secure), bank transfer (QR/details in the confirmation; we will dispatch the order after the payment is credited, goods reserved for 3 working days), cash on delivery (payment upon receipt, fee according to the cart). Entrepreneurs with an assigned maturity can pay by invoice.
4. We issue the invoice (tax document) electronically and send it by email; it is also available in the customer account. You agree to electronic invoicing.
5. Puff Points, coupons and gifts with purchase: the rules of the loyalty programme, the validity of coupons and the conditions of the gift (e.g. minimum cart value) are stated in the e-shop. The gift is part of the contract at a price of €0; if you withdraw from the contract or return goods that reduce the order value below the gift condition, the gift must also be returned. Points are credited after the order is paid and deducted upon its return.

6. Delivery of goods

1. We deliver within the territory of the Slovak Republic and the Czech Republic via pick-up points and boxes (Packeta) and by courier (GLS) with age verification service. Current prices and delivery times are in Delivery and age verification.
2. Orders paid or confirmed (cash on delivery) by 14:00 on a working day are dispatched the same day; delivery is usually the next working day. Carrier times are indicative; we will deliver within 30 days at the latest, otherwise you have the right to withdraw from the contract.
3. Free shipping for orders over the value stated in the cart (currently €49 including VAT).
4. Upon receipt, check that the packaging is intact. Do not accept damaged shipments or make a record with the carrier and inform us within 24 hours – this will facilitate processing.
5. The risk of damage to the goods passes to the consumer upon receipt of the goods. If you do not accept the shipment and it is returned to us, we may claim reimbursement of delivery costs; we will agree on reshipment individually.

7. Withdrawal from the contract (consumer)

1. The consumer has the right to withdraw from the contract without giving a reason within 14 days from the day of receipt of the goods (for multiple items delivered separately, from the day of receipt of the last item). The deadline is met if you send us the notice on its last day.
2. You can withdraw using the online form (recommended – you will receive confirmation with date and time immediately), by email to web@puffhouse.eu or in writing to the registered office address. Full instructions and a model form can be found in the Instructions on the right of withdrawal.
3. Send the goods back to us within 14 days of withdrawal to the address MEXCOR s.r.o. – PuffHouse (reklamácie), Drevárska 6, 902 01 Pezinok. The consumer bears the direct costs of returning the goods. We do not accept cash on delivery shipments.
4. We will refund payments including delivery costs (to the extent of the cheapest offered standard method) within 14 days of receiving the withdrawal in the same way you paid (for cash on delivery, by transfer to your account); we are not obliged to refund the payment before you return the goods to us or prove that they have been sent.
5. The consumer is responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to ascertain the properties and functionality.
6. Withdrawal is not possible especially for goods enclosed in protective packaging which is not suitable for return due to health protection or hygiene reasons and whose packaging has been broken after delivery – these are e-liquids, cartridges (pods), nicotine pouches, tobacco cartridges and disposable e-cigarettes with broken protective packaging or after use. You can return unopened, unused goods in intact packaging.

8. Liability for defects and complaints

The seller is liable for defects that the goods have upon delivery and that manifest within two years of delivery (one year for used goods). The rights from defects, the procedure for exercising them, deadlines and specifics of consumer goods (disposable e-cigarettes, cartridges, batteries) are governed by the Complaints Policy, which is part of these GTC. The easiest way to file a complaint is online, by email or at the address MEXCOR s.r.o. – PuffHouse (reklamácie), Drevárska 6, 902 01 Pezinok; we will handle it within 30 days at the latest.

9. Stock replenishment (repeat orders)

The "Stock replenishment" service is a voluntary repeat order of selected goods at a chosen interval (2–8 weeks) with a discount stated in the e-shop. Each repeat order is a separate contract; before it is created, we will notify you by email and you can skip it, change it or cancel the service at any time in your account without a fee. Payment is made with a saved card (token at the payment gateway; we do not store card details). Details are governed by the service terms available in your account.

10. Alternative dispute resolution and complaints

We accept complaints and suggestions at web@puffhouse.eu; we will respond within 30 days. If you are not satisfied with the handling, you have the right to turn to an alternative dispute resolution entity under Act No. 391/2015 Coll. – the Slovak Trade Inspection (www.soi.sk) or another authorised entity registered in the list of the Ministry of Economy of the Slovak Republic – and also to use the online dispute resolution platform: ec.europa.eu/consumers/odr. A proposal for ADR can be submitted if the seller responded negatively to a request for redress or did not respond within 30 days.

11. Personal data protection

Information on the processing of personal data, retention period, recipients and your rights can be found in the Personal Data Protection Policy. The use of cookies is governed by the Cookie Policy.

12. Final provisions

1. Relations not governed by these GTC are governed by the law of the Slovak Republic, in particular Act No. 40/1964 Coll. the Civil Code, Act No. 108/2024 Coll. on consumer protection and Act No. 22/2004 Coll. on electronic commerce. The consumer is not deprived by this provision of the protection afforded to them by the mandatory provisions of the law of their country of residence.
2. The seller may amend the GTC; for a specific order, the version effective at the time of its submission applies. We will provide an archive of versions upon request.
3. These GTC (version 2026-09) are effective from 12. 9. 2026.