Please study our returns policy carefully before contacting us by email regarding returns, refunds or exchanges.

Deadlines for returns and exchanges

Allow up to 3 days for delivery of your order. Our returns policy applies for a period of 3 days. Please check all purchased items immediately upon receipt to ensure they are in perfect working order. We regret that we are unable to offer refunds or exchanges after 3 days from the date of purchase.

Order modification/cancellation

Make sure that the delivery address in your order is correct. If an address correction is required, you can request a cancellation or order change at helmuarnho101@gmail.com. However, it is no longer possible to cancel an order once it has been dispatched.

Undelivered parcels

If a customer refuses the parcel or a delivery cannot be made due to an incorrect address and a refund is requested, we will charge a processing fee of 30% of the payment amount.

Excluded returns/refunds

• Free products or promotional samples
• Individual orders via sales representatives - please contact your sales representative for further details
• Wholesale orders
• Opened, functional articles

Accepted returns

Returns are limited to faulty products only. Refunds will not be issued for faultless items. Please do not send fully functional items or devices in your return request. Please note that a restocking fee of 50% will apply for returned items that are in perfect working order and have been opened.

Non-returnable/exchangeable/refundable items

The following items are excluded from return or exchange:

• All opened or modified goods
• For reasons of hygiene and safety, these items cannot be returned:
• E-cigarette oils/e-liquids
• Mouthpieces
• Cartridges
• Coils
• Opened tank/RDA/RDTA devices
• Vaporiser cores
• Wires
• Cotton
• Tanks
• Vaporiser
• Vaporiser heads
• Batteries
• Chargers

Products with physical damage, water damage and/or signs of tampering cannot be returned, refunded or exchanged.

We accept no liability for discolouration or packaging defects of e-liquids. Product safety is your responsibility and you completely waive any legal claims.

Return procedure

Our customer service at helmuarnho101@gmail.com will support you in initiating the return process.

1. required information

We need the following information to process your return:

• Full name
• Order number
• Order date
• Product description of the return item - including make, model and colour (if applicable)
• Reason for return - e.g: Defective product, wrong item
• Photo or video evidence of the defective product - including barcode, serial number and QR code of the packaging
• Type of return request - e.g: Refund, store credit or exchange

*Important note: If information is missing, the return will not be processed.

2. return and appraisal

After receiving your return request, you are responsible for careful packaging and return shipping with your own shipping label. The return will be checked and processed within 1-3 working days of receipt of the goods.

3. requirements for the return of defective items

Defective items must fulfil the following criteria to be exchanged or credited:

• No physical damage or deep scratches
• No returns due to minor cosmetic damage (e.g. superficial scratches or discolouration)
• Complete return of all accessories included in the purchase package together with the defective device
• Careful return packaging. No full credit can be granted for transport damage caused by improper packaging. You will not be charged for transport damage for which the shipping service provider is responsible if the goods are properly packaged.
• Items must not be on the list of non-returnable products.

Refunds or exchanges

Once the assessment has been completed, we will process the refund or exchange according to your request. If you would like a refund to the original payment method (e.g. credit card), please notify us by e-mail. For orders returned by post, returns will be processed within 7-10 working days of receipt of goods. Depending on the processing time of your bank, it may take up to 10 days for the account to be credited. For a product exchange, please also contact us by e-mail.

*Note: Shipping costs will not be refunded.

Refund

Once we have received and checked your return, we will notify you by e-mail that we have received the goods. At the same time, we will inform you of the approval or rejection of your refund. If approved, your refund will be processed and automatically credited to your credit card or original payment method within 3-7 business days.

Promotional or sale items (if applicable)

Only regularly priced items are refundable, promotional items are excluded from return. In the case of sale items, we cannot guarantee that the same item will be in stock when the exchange is processed. Sale items will not be reordered. If the item is sold out between your purchase and our exchange processing, we will contact you to select a replacement item.

Important notes

We accept no responsibility for lost, stolen or otherwise damaged products returned. We will notify you within 24-48 hours of processing your return if we discover any damage to the parcel or missing/alienated returned products.

If you make a return that does not meet the return conditions and wish to receive the item back, you will be responsible for the return shipping costs. Non-qualifying items will not be returned until the shipping costs have been paid. You are responsible for carefully reading the return policy. If you are unsure of your item's eligibility for exchange or return, please contact us via email prior to shipping the device.

Buyer loyalty

Please note that we do not accept returns of opened or used items that are free of defects.

Shipping guidelines

Before purchasing products from Neovape or our affiliated websites, please check your local, regional and national laws. Neovape accepts no responsibility for any potentially illegal actions taken by customers when purchasing products through our website.

Cash on delivery

Cash on delivery is no longer offered as a shipping option.

Disclaimer

Neovape does not offer legal advice. All information, content and materials on Neovape are for general information purposes only. The website information may not reflect the most current legal or other information.

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