We want orders from TheEVape to arrive complete and in good condition. Because vaping products are personal-use and may contain consumable or hygiene-sensitive components, return eligibility depends on the condition of the item and the reason for the request.
Report a Problem With Your Order
Please inspect your order promptly after delivery. If an item is damaged, defective, missing, or different from what you ordered, contact us through our Contact Us page within 7 calendar days of delivery.
Please provide:
- Your order number and the email address used for the order;
- A clear description of the issue; and
- Clear photographs or video showing the item, packaging, shipping label, batch or security code, and the reported defect where applicable.
Keep the product and all packaging until we have completed our review. Disposing of an item before the claim is assessed may prevent us from verifying the issue.
Return Eligibility
A return must be authorized by us before it is sent. To be eligible, an item generally must be unused, unopened, and in its original sealed packaging with all accessories, labels, and proof of purchase. Products returned without authorization may be refused.
Items That Cannot Be Returned
Except where applicable law requires otherwise, we do not accept returns of:
- Opened, used, activated, filled, or partially consumed vaping products;
- E-liquids, disposable vapes, pods, coils, mouthpieces, or other hygiene-sensitive or consumable items once their seal has been broken;
- Items damaged through misuse, accidental damage, improper storage, unauthorized modification, or failure to follow manufacturer instructions;
- Clearance, final-sale, promotional, or complimentary items;
- Gift cards or personalized products; or
- Products prohibited from return shipment by carrier, customs, safety, or hazardous-goods rules.
Defective Products
Normal characteristics such as flavor preference, expected battery depletion, or minor cosmetic variation are not necessarily defects. If we confirm a manufacturing defect or fulfillment error, we may, as appropriate, offer troubleshooting, replacement parts, a replacement product, store credit, or a refund. Manufacturer warranty terms may apply to some devices.
Return Shipping
We will provide return instructions when a return is approved. Do not send products to an address shown on the parcel without authorization. If the return results from our error or a confirmed defect, we will advise whether eligible return-shipping costs are covered. For other legally permitted returns, the customer is responsible for return shipping and any original shipping charges are non-refundable unless required by law.
Order Cancellation
You may request cancellation before an order enters processing or ships. We cannot guarantee cancellation after an order has been submitted. Once dispatched, the order is subject to this Return & Refund Policy.
Refunds
After an approved return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method, normally within 10 business days after approval. Financial institutions may require additional processing time.
Shipping, customs duties, taxes, payment fees, return-to-sender costs, and other third-party charges are non-refundable unless the refund is caused by our error or applicable law requires otherwise. If a refund has not appeared 15 business days after we confirm it was issued, please contact us.
Refused, Undeliverable, or Unclaimed Parcels
If a parcel is refused, unclaimed, returned because of an incorrect or incomplete address, or cannot be delivered because the recipient fails an age or identity check, any refund will be considered only after the parcel is returned to us. Actual shipping, return, carrier, customs, and handling charges may be deducted where permitted by law.
Customs and Import Restrictions
Customers are responsible for checking whether products may lawfully be imported, possessed, and used at the destination. A customs delay alone does not make an order eligible for a refund. If a shipment is seized, destroyed, rejected, or returned by authorities, we will review the circumstances and applicable law, but we cannot guarantee reimbursement for losses caused by destination restrictions or customer non-compliance.
Mandatory Consumer Rights
Nothing in this policy excludes rights that cannot lawfully be excluded. If mandatory consumer law in your location grants additional cancellation, return, repair, replacement, or refund rights, those rights continue to apply.
