EU Vape Sale Refund & Return Policy
At EU Vape Sale, we are committed to your satisfaction with our vape products. If you are not entirely satisfied with your purchase, this policy outlines your rights and procedures for requesting a refund or return. Please read the following terms carefully.
1. Return Window
You have 14 days from the date you receive your item to initiate a return request. This is your statutory “cooling-off” period under the EU Consumer Rights Directive for distance purchases. （Due to international logistics and customs clearance costs, we do not support refund requests from customers who do not provide a valid reason or no longer wish to receive the package.）
2. Eligibility for Returns
For a return to be accepted, the item must meet all of the following conditions:
Unused/Unopened: Items must be completely unused, unopened, and in their original sealed packaging. This applies to all components, including vape devices, e-liquids/vape juices, coils, pods, etc. For hygiene and safety reasons, any product that has been opened, used, or whose seal is broken is strictly NON-RETURNABLE.
Original Packaging: All items must be returned in their original, undamaged sales packaging (including any shrink wrap, boxes, protective films, or seals).
Proof of Purchase: You must provide the original order number or valid proof of purchase (e.g., electronic receipt/invoice).
（You must ensure that your country can send packages to us and pass customs. We can only process a refund for you after we receive the package）
3. How to Initiate a Return
Contact Customer Support: Within the return window, email our customer service team at support@euvapesale.com.
Provide Information: Include your order number, the name of the item(s) you wish to return, and the reason for the return in your email.
Await Approval: DO NOT send items back before receiving our explicit approval and a Return Merchandise Authorization (RMA) number. Unauthorized returns (without an RMA) will be refused or returned to sender and may not be eligible for a refund.
4. Damaged, Defective, or Incorrect Items
Inspect Immediately: Please inspect your order upon delivery.
Contact Us Promptly: If you receive an item that is damaged during shipping, defective (due to manufacturing, not usage), or incorrect, please contact us immediately (within 48 hours of delivery) by emailing support@euvapesale.com. Include clear photos (showing outer packaging, inner packaging, and the item itself) and your order number.
Quick Resolution: We will evaluate the information provided and work to resolve the issue promptly, typically by arranging a replacement, reshipment, or refund.
5. Sale Items or Gift Cards
Return eligibility for sale items (e.g., clearance, promotions) may vary. Please contact support@euvapesale.com directly to inquire about the return policy for specific sale items.
Gift cards are final sale and non-refundable once purchased and activated.
6. Exchange Process
The fastest way to get a replacement item is:
Process a Return: Follow the return process above (get approval and ship the original item back to us).
Place a New Order: Once your return is approved, place a separate new order for the item you want.
We do not process direct “one-for-one” exchanges to simplify the process and get your new items to you faster.
7. Refund Processing Timeline
Receipt & Inspection: Once we receive your returned package, we will inspect it to ensure it meets our return conditions.
Approval Notification: Upon successful inspection, we will notify you via email that your refund has been approved.
Refund Processing: The refund will be processed to your original payment method (e.g., credit/debit card, PayPal) within 10 business days of approval.
Bank Processing: Please note that it may take additional time (typically 3-10 business days) for the refund to appear in your bank or payment account, depending on your financial institution.
8. Return Shipping Costs
Change of Mind / Not Satisfied: If the return is due to a change of mind or the item not meeting your expectations (not our error), you are responsible for the cost of shipping the item back to us. We will provide the return address upon approval. （You must ensure that your country can send packages to us and pass customs. We can only process a refund for you after we receive the package）
Our Error (Damaged/Incorrect/Defective): If the return is due to us shipping the wrong item, an item arriving damaged, or a manufacturing defect, we will cover the return shipping costs (usually by providing a prepaid return label or reimbursing reasonable shipping costs).
9. Important Note: Safety & Hygiene
Due to the nature of vape products (involving oral contact, liquids, and electronics), items that have been opened, used, or have broken seals are strictly prohibited from being returned. This policy is essential to ensure the health and safety of all customers and compliance with relevant regulations. Please ensure items remain sealed in their original packaging if you are considering a return.
10. Contact Us
If you have not received your refund within 15 business days of approval, or if you have any other questions regarding this policy:
Please contact our customer service team via email: sales@chinavapesmanufacter.shop
We will respond to your inquiry within a reasonable timeframe (typically 1-2 business days) and do our best to resolve your issue.