Terms and Conditions of Sale

1. General information

These General Terms and Conditions of Sale (hereinafter, the "Terms") govern access to, browsing of and the purchase of products through the website masterpuff.com (hereinafter, the "Website" or the "Shop").

In accordance with Article 10 of Spanish Act 34/2002 of 11 July on information society services and electronic commerce (LSSI-CE), the following details of the owner are provided:

Owner: Global Web Markt, S.L., trading under the commercial name Master Puff (hereinafter, "Master Puff" or "the Seller")
Registered office: Calle Cardenal Benlloch, 11 bajo, 46920 Mislata (Valencia), Spain
Spanish tax identification number (NIF): B54742531
VAT identification number: ESB54742531
Registry details: Registered at the Commercial Registry of Valencia, Sheet V-235718, IRUS 1000167451362, in electronic volume and folio
Contact email: [email protected]
Business activity: online retail of vaporisers, smoking articles and accessories

Any communication regarding an order, incident, complaint or the exercise of rights may be addressed to [email protected], quoting the order number where applicable.

2. Purpose and scope

These Terms govern the contractual relationship of sale entered into between Master Puff and any user who purchases products through the Website (hereinafter, the "Customer").

The sale is governed by Spanish law and, in particular, by Royal Legislative Decree 1/2007 of 16 November approving the consolidated text of the General Law for the Defence of Consumers and Users (hereinafter, the "Consumer Protection Act"), together with all other applicable legislation on electronic commerce and consumer protection. This does not deprive the Customer of the protection afforded by the mandatory provisions of the law of their country of habitual residence within the European Union.

The Shop operates exclusively on a B2C basis, meaning that it is aimed at end consumers acting for purposes which are outside their trade, business, craft or profession, as defined in Article 3 of the Consumer Protection Act. Master Puff does not carry out wholesale or business-to-business transactions through the Website and reserves the right to reject orders whose volume, nature or circumstances indicate an intention to resell.

3. Acceptance of the Terms

Placing an order implies that the Customer has read, understood and expressly accepted these Terms without reservation, together with the Privacy Policy and the Cookie Policy. The Customer must tick the acceptance box provided during the checkout process, without which the order cannot be completed.

Master Puff makes these Terms permanently available and accessible on the Website in a format that allows them to be stored and reproduced. Customers are advised to keep a copy on a durable medium.

4. Amendments to the Terms

Master Puff reserves the right to amend these Terms at any time, as well as the product catalogue, prices, promotions and commercial conditions of the Website. Amendments shall not apply retroactively and shall not affect orders already confirmed, which shall be governed by the version of the Terms in force at the time the order was placed.

5. Age requirement and adults-only access

The Website and the products offered on it are intended exclusively for persons aged 18 or over.

By placing an order, the Customer declares and warrants that:

They are at least 18 years of age and have full legal capacity to enter into a contract.
They meet any higher minimum legal age required in their country of residence for the purchase of this type of product.
The details provided are accurate and that they are not purchasing the products on behalf of, or for the benefit of, a minor.

Master Puff may request documentary evidence of the Customer's age at any time and reserves the right to cancel the order and refund the amount paid where there are reasonable grounds to believe that the buyer is a minor. The sale or supply of these products to minors is prohibited and Master Puff applies a zero-tolerance policy in this regard.

6. Nature of the products and lawful use

Master Puff sells devices, utensils and accessories only: vaporisers, smoking articles, paraphernalia and their components and spare parts.

Master Puff does not sell consumable substances of any kind. In particular, and without limitation, the Shop does not sell:

Tobacco products or manufactured tobacco of any description.
Electronic nicotine delivery systems, nicotine-containing e-liquids, refill containers or nicotine pouches, in accordance with the restrictions on distance selling laid down in Spanish Act 28/2005 of 26 December on health measures against smoking and in Royal Decree 579/2017.
Products containing cannabidiol (CBD), cannabinoids of any nature, or hemp extracts or derivatives intended for human consumption.
Narcotic or psychotropic substances, or any product whose sale is prohibited or restricted under Spanish or European legislation.

The products offered are supplied empty and with no contents whatsoever, and are designed for use with tobacco, aromatic herbs, herbal blends and substances whose possession and consumption are lawful in the Customer's jurisdiction.

In this regard, the Customer acknowledges and accepts that:

The purchase of any substance intended for use with the products sold by Master Puff is entirely unconnected with the Shop and is the sole responsibility of the Customer.
The product descriptions, images and informational content on the Website are provided for descriptive and commercial purposes only and do not in any way constitute incitement, promotion, facilitation of or advice regarding the consumption of illegal substances.
The Customer is solely responsible for the use made of the products purchased and for compliance with the legislation applicable in their place of residence.
Master Puff reserves the right to refuse or cancel any order where there are reasonable grounds to believe that the products are intended for unlawful use, that the order is placed for the purposes of unauthorised resale, or that its dispatch would contravene the legislation of the country of destination.

The vaporisers offered in the Shop are convection or conduction devices intended for dry herbs or concentrates, and are sold as an appliance, with no substance or consumable loaded.

7. Territorial scope and legal restrictions in the country of destination

Master Puff ships to mainland Spain and the Balearic Islands and to the European Union Member States listed on the Shipping page, which forms an integral part of these Terms. No deliveries are made to the Canary Islands, Ceuta or Melilla, or to destinations outside the European Union.

The legislation applicable to smoking articles and paraphernalia varies from one country to another. It is the Customer's sole responsibility to check and ensure that the import, possession and use of the products ordered are lawful in their country of residence and at the place of delivery before placing the order.

Master Puff accepts no liability for the detention, seizure, destruction or penalty imposed by the authorities of the country of destination where this arises from the Customer's failure to comply with local legislation, nor shall any refund be issued in such cases, without prejudice to the rights afforded to the consumer by law.

8. Registration and user account

Purchases may be made as a guest or by registering a user account. The Customer is responsible for the accuracy of the details provided, for keeping them up to date and for safeguarding their login credentials, and shall be liable for any use made of them.

Master Puff may suspend or close accounts that breach these Terms, that contain false information or that are used for fraudulent purposes.

9. Products, information and availability

Information on the main characteristics of each product is shown on the corresponding product page, together with the final price and the information required by Article 97 of the Consumer Protection Act prior to the placing of the order.

Photographs, videos and graphic representations are for guidance only. Slight differences in colour, finish or material may occur as a result of image digitisation or of changes introduced by the manufacturer which do not affect the main characteristics of the product.

All products are offered subject to availability. If a product becomes unavailable after an order has been confirmed, Master Puff will inform the Customer as soon as possible and may offer a product of equivalent quality and price or a full refund of the corresponding amount, which will be paid within a maximum of 14 calendar days.

Master Puff reserves the right to cancel orders affected by obvious typographical errors in price or description, informing the Customer and refunding the full amount paid.

10. Prices and taxes

All prices are shown in euros (EUR) and include the applicable value added tax. Shipping costs and any other additional charges are calculated and itemised before the order is confirmed.

Mainland Spain and the Balearic Islands: prices include Spanish VAT at the rate in force.
Other European Union Member States: Master Puff is registered under the One Stop Shop (OSS) scheme provided for in Directive (EU) 2017/2455 and therefore charges the VAT rate of the country of destination, calculated automatically during checkout on the basis of the delivery address. The final amount shown before the order is confirmed includes that tax and the Customer will not be required to pay any additional levy on delivery.

Master Puff does not ship to the Canary Islands, Ceuta or Melilla, nor to territories excluded from the customs territory or the VAT scope of the European Union, so orders are not subject to import formalities, customs duties or clearance fees.

The applicable prices are those published on the Website at the time the order is placed, without prejudice to any promotions or discounts that may apply in accordance with their specific conditions. Promotions cannot be combined unless expressly stated otherwise.

11. Ordering process and formation of the contract

The purchase process consists of the following stages:

Selection of products and addition to the basket.
Identification as a registered user or checkout as a guest.
Entry of billing and delivery details.
Selection of the delivery method and payment method.
Review of the order summary, itemising products, amounts, taxes and shipping costs.
Acceptance of these Terms and of the Privacy Policy.
Confirmation of the order and payment, at which point the obligation to pay arises.

Before final confirmation, the Customer has technical means available to identify and correct input errors by returning to the previous screens of the checkout process.

Once the order has been completed, Master Puff will send the Customer a confirmation email to the address provided, within a maximum of 24 hours, which shall serve as acknowledgement of receipt in accordance with Article 28 of the LSSI-CE. The contract shall be deemed to have been formed at the point at which Master Puff confirms acceptance of the order and payment has been validated.

Master Puff archives the electronic documents that formalise the contract and makes them available to the Customer in the customer account area or on request to [email protected].

12. Payment methods

The payment methods accepted are those displayed during checkout and on the Payment Methods page of the Website. All payments are processed through secure gateways that comply with strong customer authentication requirements (PSD2) and the PCI DSS standard. Master Puff does not at any time store complete card details.

Master Puff may apply fraud prevention measures and request additional verification of identity or of ownership of the payment method. In the event of non-payment, rejection, cancellation or blocking of the transaction, the order shall automatically be rendered void.

Where payment is made by bank transfer, the order will be held for 7 calendar days from confirmation. If Master Puff has not received payment within that period, the order will be cancelled automatically and the products returned to stock, without any entitlement to compensation. If payment is received subsequently, it will be refunded in full to the Customer unless the Customer asks for the order to be reinstated and stock is available.

13. Shipping, timescales and delivery

Costs, carriers, delivery zones and delivery times are set out on the Shipping page, which forms an integral part of these Terms and which the Customer is able to view before confirming the order.

Unless otherwise stated, Master Puff will deliver the products without undue delay and in any event within a maximum of 30 calendar days from the formation of the contract, in accordance with Article 109 of the Consumer Protection Act. Published timescales are estimates and are calculated in working days from confirmation of payment and preparation of the order.

All orders are dispatched in plain, discreet packaging, with no external reference to the contents or to the Seller's business activity.

If Master Puff fails to meet the delivery deadline, the Customer may call upon the Seller to make the delivery within an additional period appropriate to the circumstances. If delivery has not taken place once that period has elapsed, the Customer shall be entitled to terminate the contract and to obtain a refund of all sums paid without undue delay.

It is the Customer's responsibility to provide a correct and complete delivery address, together with a working telephone number and email address. Costs arising from redelivery, failed delivery attempts or returns due to an incorrect address, repeated absence of the recipient or unjustified refusal of the consignment may be passed on to the Customer.

Customers are advised to check the condition of the packaging at the time of delivery and to note any visible damage on the carrier's delivery note, reporting it to [email protected] within 24 hours, with photographs of the packaging and contents. This notification helps in processing the claim with the carrier and in no way limits the consumer's statutory rights in respect of the guarantee.

Delivery shall be deemed to have taken place when the product is made available to the Customer or to a person designated by them at the address provided, at which point the risk of loss or damage passes.

14. Right of withdrawal

14.1 Scope

Customers who qualify as consumers have a period of 14 calendar days to withdraw from the contract without giving any reason and without incurring any penalty, in accordance with Articles 102 et seq. of the Consumer Protection Act.

The period runs from the day on which the Customer, or a third party designated by them other than the carrier, acquires physical possession of the goods. Where an order comprises several products delivered separately, the period begins on receipt of the last of them.

14.2 How to withdraw

To exercise the right of withdrawal, the Customer must notify Master Puff of their decision by means of an unequivocal statement, addressed to:

Email: [email protected]
Postal address: Global Web Markt, S.L., Calle Cardenal Benlloch, 11 bajo, 46920 Mislata (Valencia), Spain

The model withdrawal form set out in the Annex to these Terms may be used, although its use is not compulsory. The detailed operational procedure for processing a return is available on the Returns and Refunds page, which in no way limits or qualifies the rights recognised in this clause. To meet the deadline, it is sufficient for the notification to be sent before the 14 calendar days have expired.

Master Puff will acknowledge receipt of the notice of withdrawal without delay on a durable medium.

14.3 Returning the goods

The Customer must return the goods without undue delay and in any event within a maximum of 14 calendar days from the date on which they communicate their decision to withdraw. Goods should preferably be returned in their original packaging, with all accessories, manuals and documentation.

The direct cost of returning the goods shall be borne by the Customer, unless Master Puff expressly states otherwise or the return relates to a product that is defective, incorrect or not in conformity, in which case those costs shall be borne in full by the Seller.

The Customer shall be liable only for any diminished value of the goods resulting from handling other than that necessary to establish their nature, characteristics and functioning, in accordance with Article 108.2 of the Consumer Protection Act.

14.4 Refunds

Master Puff will refund all payments received from the Customer, including the cost of standard delivery for the initial dispatch, without undue delay and in any event within a maximum of 14 calendar days from the date on which it is informed of the decision to withdraw.

If the Customer has expressly chosen a delivery method other than the least expensive standard delivery offered, the additional costs arising from that choice will not be refunded.

The refund will be made using the same means of payment as that used for the original transaction, unless expressly agreed otherwise, and at no cost to the Customer. Master Puff may withhold the refund until it has received the goods, or until the Customer supplies evidence of having sent them back, whichever occurs first.

14.5 Exceptions to the right of withdrawal

In accordance with Article 103 of the Consumer Protection Act, the right of withdrawal does not apply, among other cases, to:

Goods made to the Customer's specifications or clearly personalised (engraving, bespoke customisation).
Sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery. This exception is particularly relevant to mouthpieces, filters, tubes, items that come into contact with the mouth and vaporisation consumables.
Goods which, after delivery and by their nature, have become inseparably mixed with other items.
The supply of digital content not supplied on a tangible medium where performance has begun with the Customer's prior express consent and their acknowledgement that they thereby lose the right of withdrawal.

Products that have been used with any substance, or that show residue, odours or traces of combustion or vaporisation, cannot be returned for reasons of hygiene and public health, as they can neither be resold nor reconditioned.

15. Legal guarantee of conformity

Products purchased by consumers are covered by a legal guarantee of conformity of 3 years from delivery, in accordance with Articles 114 et seq. of the Consumer Protection Act, as amended by Royal Decree-Law 7/2021.

Unless proven otherwise, any lack of conformity that becomes apparent within the first 2 years from delivery is presumed to have existed at that time. From the third year onwards, it falls to the Customer to demonstrate the origin of the lack of conformity.

The right to bring a claim lapses 5 years after the lack of conformity becomes apparent.

In the event of a lack of conformity, the Customer may choose between repair or replacement of the product, both free of charge, unless one of these options is impossible or disproportionate. If repair or replacement does not remedy the lack of conformity, the Customer may request a price reduction or termination of the contract.

To make a guarantee claim, the Customer should contact [email protected] quoting the order number, a description of the fault and, where possible, photographs or videos allowing it to be assessed. Master Puff will provide instructions for returning the product; carriage will be paid by the Seller where the lack of conformity is established.

Exclusions. The legal guarantee does not cover:

Normal wear and tear arising from use of the product.
Consumables and wear parts, such as coils, screens, filters, O-rings, glass parts, batteries beyond their working life and contact components.
Damage caused by improper use, impact, dropping, moisture, overheating, tampering or repair by unauthorised personnel, use of incompatible accessories or chargers, or failure to follow the manufacturer's instructions.
Damage arising from use of the product with substances other than those for which it was designed.

Master Puff will maintain an adequate technical support service for Customers and, in respect of products requiring it, the availability of spare parts on the terms laid down in Article 127 bis of the Consumer Protection Act.

Where the manufacturer offers an additional commercial guarantee, this shall be governed by its own conditions and shall in no case replace or limit the legal guarantee.

16. Faulty products or incorrect deliveries

If the Customer receives a product that is faulty, damaged in transit, different from the one ordered or incomplete, they must report this to [email protected] providing the order number and photographic evidence, or follow the procedure set out on the Returns and Refunds page.

Once the issue has been verified, Master Puff will, at the Customer's choice and in accordance with the preceding clause, replace the product, dispatch the correct item or refund the full amount, bearing all collection and redelivery costs.

17. Liability

Master Puff is liable for the proper performance of the contract of sale in accordance with applicable law. Nothing in these Terms limits or excludes the Seller's liability in any case where such limitation is prohibited by consumer protection legislation.

Master Puff shall not be liable for:

Improper, negligent or unlawful use of the products by the Customer or by third parties.
Damage arising from failure to follow the instructions for use, safety warnings or manufacturer's recommendations.
Consequences arising from the Customer's failure to comply with the legislation in force in their country of residence or at the place of delivery.
Interruptions, errors or unavailability of the Website arising from causes beyond its reasonable control, without prejudice to its obligation to exercise due diligence in maintaining the service.

Safety notice. Vaporisers and electronic devices contain lithium batteries. Customers must use only the chargers and accessories supplied or recommended by the manufacturer, must not expose devices to extreme temperatures, and must follow the charging and storage instructions included in the product manual.

18. Intellectual and industrial property

All content on the Website, including but not limited to text, photographs, graphics, images, icons, design, source code, trade marks and trade names, belongs to Global Web Markt, S.L. or to third parties who have authorised its use, and is protected by intellectual and industrial property legislation.

Its reproduction, distribution, public communication, transformation or any other form of exploitation without the express written authorisation of the rights holder is prohibited. The trade marks of the manufacturers whose products are sold belong to their respective owners and are used solely to identify and describe the product on offer.

19. Data protection and cookies

Personal data provided by the Customer is processed in accordance with Regulation (EU) 2016/679 (GDPR) and Spanish Organic Act 3/2018 of 5 December on the protection of personal data and the guarantee of digital rights.

Detailed information on the data controller, purposes, legal bases, retention periods, recipients and how to exercise your rights is available in the Privacy Policy.

The use of cookies and similar technologies is governed by the Cookie Policy.

20. Waste electrical and electronic equipment and batteries

In accordance with Spanish Royal Decree 110/2015 on waste electrical and electronic equipment, and with the legislation applicable to batteries and accumulators, Master Puff advises that electronic devices and batteries must not be disposed of with household waste.

Customers may take used equipment to the recycling centres and collection schemes provided by their local authority. In addition, when purchasing an equivalent product, the Customer is entitled to hand in the used appliance free of charge; information on the applicable procedure can be requested by writing to [email protected].

21. Force majeure

Master Puff shall not be liable for any failure or delay in performing its obligations where this is due to force majeure or unforeseeable circumstances, meaning any unforeseeable or unavoidable events beyond its reasonable control, such as natural disasters, armed conflict, general or transport sector strikes, serious disruption to supplies or communications networks, unforeseen regulatory restrictions or decisions of the competent authorities.

In such cases, Master Puff will notify the Customer as soon as possible and, if the situation continues to the point where performance becomes impossible, either party may terminate the contract, with a refund of the sums paid.

22. Communications

Unless otherwise stated, communications between Master Puff and the Customer will take place by email to the addresses provided by each party. The Customer accepts email as a valid means of contractual communication and undertakes to keep their address up to date.

23. Severability

If any clause of these Terms is declared void, unfair or unenforceable, in whole or in part, by a final decision of a competent authority, that declaration shall not affect the validity of the remaining clauses, which shall remain in full force. The clause concerned shall be replaced by another which, being valid, pursues the legitimate purpose intended by the original.

24. Governing law, complaints and jurisdiction

These Terms are governed by Spanish law, without prejudice to the mandatory consumer protection provisions of the country of habitual residence of the Customer within the European Union.

Complaints. Customers may address any complaint to [email protected]. Master Puff undertakes to respond as promptly as possible. Official complaint forms are also available to consumers and may be requested through the same channel.

Alternative dispute resolution. Customers are advised that the European Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 under Regulation (EU) 2024/3228 and no longer accepts complaints. Master Puff is not currently a member of any accredited alternative dispute resolution body or of the Spanish consumer arbitration system, without prejudice to the Customer's ability to use the following mechanisms:

The Consumer Arbitration Boards and consumer services of their regional or local authority, and the competent consumer affairs directorate.
The European Consumer Centres Network (ECC-Net) for cross-border disputes within the European Union, Norway and Iceland.
Bodies accredited for the alternative resolution of consumer disputes under Spanish Act 7/2017 of 2 November.

Jurisdiction. As the Shop is aimed exclusively at consumers, the competent courts shall be those of the Customer's place of domicile, or those determined in accordance with consumer protection legislation and Regulation (EU) 1215/2012.

Annex: Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. Its use is not compulsory.)

To:

Global Web Markt, S.L. Calle Cardenal Benlloch, 11 bajo 46920 Mislata (Valencia), Spain Email: [email protected]

I hereby give notice that I withdraw from my contract of sale for the following goods:

Product or products: ..............................................................
Order number: ..............................................................
Order date: ..............................................................
Date of receipt: ..............................................................
Consumer's name: ..............................................................
Consumer's address: ..............................................................
Consumer's signature (only if this form is submitted on paper): ..............................................................
Date: ..............................................................

Last updated: 3 August 2026