Return policy and right of withdrawal

Please read our returns policy carefully before contacting us by email for returns, refunds or exchanges.

Return and exchange periods

Delivery timePlease allow up to 3 days for your order to be delivered. Our return policy is valid for 3 days. Please check all products purchased upon receipt to ensure they are in perfect working order. If 3 days have passed since the date of purchase, unfortunately we cannot offer refunds or exchanges.

Change/cancel order

Check addressMake sure that the delivery address in your order is correct. If you need to change or cancel your address, please contact us by e-mail at [email protected]. Please note that it is no longer possible to cancel an order once it has been dispatched.

Undelivered items

Incorrect deliveryIf the customer refuses the package or the address is incorrect and the package cannot be delivered, we will charge 30% of the amount paid as a fee if a refund is requested.

Unauthorized returns/refunds

Excluded:
- Free or promotional samples
- Customized orders via sales representatives (please contact your sales representative for more information)
- Wholesale orders
- Opened, normal articles

Accepted returns

Defective productsReturns are only accepted for faulty products. Normal items are excluded from refund. Please do not send completely normal items or devices in your return and exchange request. Note that a restocking fee of 50% will be charged for returned fully normal, opened items.

Items that cannot be returned/exchanged/refunded

Not returnable:
- All opened or manipulated goods
- For reasons of hygiene and safety:
  - E-cigarette oils/e-liquids
  - Mouthpieces
  - Cartridges
  - Coils
  - Opened tanks/RDA/RDTA devices
  - Evaporator cores
  - Wires
  - Cotton
  - Tanks
  - Vaporizer
  - Vaporizer heads
  - Batteries
  - Chargers

NoteProducts with physical damage, water damage and/or signs of tampering are not eligible for return, refund or exchange. We assume no liability for discoloration or packaging problems with e-liquids.

Return process

Our customer service team can be contacted by e-mail at [email protected] assist in initiating the return process.

1. required information

Please enter the following information to start the return process:

Full name
Order number
Order date
Name of the product you wish to return - including make, model and color (if applicable)
Return type - e.g: Defective product, wrong item
Photo or video evidence of the defective product - including barcode, serial number and QR code on the packaging
Return request type - e.g: Refund, store credit or exchange

Note: Missing information will result in the return not being processed.

2. return shipment and inspection

Upon receipt of your return request, you are responsible for carefully packing the device and returning it to us. After receiving the item, we will need 1-3 working days to check and process the return.

3. requirements for returns of defective items

For your defective items to be eligible for exchange or credit, they must meet the following conditions:

No physical damage or deep scratches
No returns due to minor cosmetic defects (e.g. slight scratches or discoloration)
All accessories included in the purchase package must be returned together with the defective device

Please pack your return carefully. We will not accept full credit for damage caused by improper packaging during shipping. Damage that is the responsibility of the shipping company will not be covered by you only if the items are properly packaged. The items must not be on the list of non-returnable items.

Refunds or exchanges

Upon completion of the inspection process, we will process the refund or exchange according to your request. For refunds to the original payment method (e.g. credit card), please inform us by e-mail. Returns sent by post will be processed within 7-10 working days of receipt. Depending on the processing time of your bank, it may take up to 10 days for the refund to be visible on your account. For exchange requests, please also contact us by e-mail.

Note: Shipping costs will not be refunded.

Promotional or clearance items (if applicable)

Only regular price items can be refunded, promotional items are non-returnable. For clearance items, we cannot guarantee that we will have the same item in stock for an exchange. Sale items will not be reordered. If the item is sold out between your purchase and the processing of the exchange, we will contact you and ask you to select a replacement item.

NoteWe are not responsible for lost, stolen or otherwise damaged products that are returned to us. For damaged or missing products, we will notify you within 24-48 hours of processing the return.

If you send a return that does not meet the return policy and you want the item back, you must pay the shipping costs to return the item to you. We do not return non-qualifying items until the shipping costs have been paid. Please read our returns policy carefully. If you are unsure if your item qualifies for an exchange or return, please contact us via email prior to shipping.

Buyer's remorse

Please note that we do not accept returns of opened or used items without defects.

Shipping guidelines

Before purchasing products from Vapepuff or any of our affiliated websites, please check your local, state and federal laws. Vapepuff assumes no responsibility for the potentially illegal actions of customers who purchase products through our website.

Cash on delivery

We no longer offer cash on delivery as a shipping option.

Disclaimer

Vapepuff does not provide legal advice. All information, content and materials on Vapepuff are for general information purposes only. The information on this website may not be the most current legal or other information available.

Vapepuff accepts no responsibility for injury, damage or defects that may be caused by improper use of lithium-ion batteries (whether permanent or temporary). Please ensure basic knowledge and proper care of the batteries you use.