Return & Refund Policy
Last Updated: September 8, 2025
Customer Satisfaction Guarantee
At VAZPE, we stand behind the quality of our products and are committed to ensuring your complete satisfaction. Our return and refund policy is designed to give you confidence in your purchases while maintaining the highest standards of hygiene and safety.
30-Day Return Window
We offer a 30-day return window for most products, starting from the date of delivery. This gives you adequate time to inspect your purchase and ensure it meets your expectations.
Return Timeline
- Day 1: Package delivered to you
- Days 1-30: Inspection and testing period
- Day 30: Last day to initiate return
- Days 31-35: Package return to VAZPE
- Days 36-40: Processing and refund
Important Dates
- Return requests must be initiated within 30 days
- Products must be shipped back within 5 days of authorization
- Refunds processed within 5 business days of receipt
- Holiday periods may extend processing times
Returnable Products
Different product categories have different return conditions based on hygiene, safety, and regulatory requirements:
Hardware Products (Fully Returnable)
| Product Type | Return Condition | Requirements |
|---|---|---|
| Devices & Mods | Unopened packages | Original packaging, all accessories included |
| Batteries | Unopened packages | Original packaging, safety seals intact |
| Chargers & Accessories | Unopened packages | Original packaging, unused condition |
| Tanks & Atomizers | Unopened packages | Original packaging, no liquid residue |
Consumable Products (Limited Returns)
| Product Type | Return Condition | Exceptions |
|---|---|---|
| E-liquids | Unopened only | Manufacturing defects, incorrect orders |
| Coils | Unopened packages | Defective coils with proof |
| Pod Cartridges | Unopened packages | Manufacturing defects only |
Hygiene and Safety Notice
For health and safety reasons, we cannot accept returns of opened e-liquids, used coils, or any products that have come into contact with bodily fluids. This policy protects all our customers and complies with health regulations.
Defective Product Returns
Defective products receive special consideration and are handled differently from standard returns:
Manufacturing Defects
- Can be returned regardless of use
- No time limit for defect reports
- Full refund or replacement offered
- Return shipping costs covered by VAZPE
- Expedited processing for defective items
Proof of Defect
- Clear photos or videos of the issue
- Description of the problem
- Steps taken to troubleshoot
- Purchase information and serial numbers
What Constitutes a Defect
- Hardware malfunctions: Device won’t power on, charge, or function as designed
- Manufacturing flaws: Visible defects, poor assembly, missing components
- Safety issues: Overheating, unusual odors, or safety hazards
- Performance issues: Significant deviation from product specifications
- Packaging errors: Wrong products, missing items, damaged during shipping
Return Process
Our return process is designed to be straightforward and customer-friendly:
Step-by-Step Return Process
-
Contact Customer Service:
Email [email protected] with “Return Request – [Order Number]” in the subject line
-
Provide Required Information:
- Order number and purchase date
- Product name and quantity
- Reason for return
- Photos if applicable (defects, damage)
-
Receive Return Authorization:
We’ll provide a Return Authorization Number (RA#) and detailed return instructions
-
Package Items Securely:
- Use original packaging when possible
- Include all accessories and documentation
- Include Return Authorization Number
- Pack securely to prevent damage
-
Ship the Return:
Use the provided return label or ship to the address provided with tracking
-
Processing & Refund:
We’ll inspect items and process your refund within 5 business days
Return Authorization Required
All returns must have a Return Authorization Number (RA#). Returns sent without authorization may be refused or significantly delayed. Contact customer service before shipping any returns.
Return Shipping
Return shipping arrangements depend on the reason for the return:
VAZPE Covers Shipping
- Defective or damaged products
- Wrong items sent by VAZPE
- Order fulfillment errors
- Products not as described
Customer Pays Shipping
- Change of mind returns
- Buyer’s remorse
- Ordered wrong product
- No longer needed items
International Return Shipping
International customers should contact customer service before returning items, as customs and duty complications may arise. We may offer alternative solutions for international returns.
Refund Processing
Once we receive and inspect your returned items, refunds are processed efficiently:
Refund Methods & Timeframes
| Payment Method | Processing Time | Notes |
|---|---|---|
| Credit Cards | 5-10 business days | Refunded to original card |
| Debit Cards | 5-10 business days | Refunded to original card |
| Bank Transfer | 5-7 business days | Refunded to original account |
Refund Amount Calculations
- Full Refund: Product price + original shipping (if VAZPE error)
- Partial Refund: Product price only (customer-initiated returns)
- Restocking Fee: None for unopened items in original condition
- Return Shipping: Deducted from refund (customer-initiated returns)
Exchanges
While we don’t offer direct exchanges, you can return items for a refund and place a new order for the replacement product:
Exchange Process
- Return the original item following standard return process
- Receive refund once return is processed
- Place a new order for the desired replacement
- Contact customer service for expedited processing if needed
Priority Exchange Service
For defective items or VAZPE errors, we offer priority processing:
- Expedited return processing
- Priority shipping on replacement orders
- Dedicated customer service support
- No additional shipping charges
Non-Returnable Items
Certain items cannot be returned for hygiene, safety, or regulatory reasons:
Items We Cannot Accept
- Opened e-liquids: Any bottle that has been opened or unsealed
- Used coils: Coils that have been installed or used
- Personal items: Items that have come into contact with bodily fluids
- Custom products: Personalized or custom-made items
- Final sale items: Products specifically marked as final sale
- Damaged returns: Items damaged by customer misuse
Exceptions to Non-Returnable Policy
Even non-returnable items may be accepted if:
- Products are defective due to manufacturing issues
- Wrong items were shipped by VAZPE
- Products were damaged during shipping
- Items do not match product descriptions
Customer Service & Support
Our customer service team is trained to handle returns efficiently and courteously:
Return Support Hours
- Monday-Friday: 9:00 AM – 6:00 PM (CET)
- Saturday: 10:00 AM – 4:00 PM (CET)
- Sunday: Closed
- Response Time: Within 24 hours
What We Need From You
- Order number and purchase date
- Product information and quantities
- Clear reason for return
- Photos/videos for defective items
- Preferred resolution (refund/exchange)
Special Circumstances
We understand that special circumstances sometimes arise and will work with customers to find fair solutions:
Extended Return Considerations
- Medical emergencies: May extend return window with documentation
- Military deployment: Special provisions for deployed service members
- Travel delays: Consideration for customers traveling when packages arrive
- Natural disasters: Extended timelines for areas affected by emergencies
Bulk Order Returns
Large quantity orders may have special return arrangements. Contact our business team for information about bulk return policies.
Warranty vs. Returns
It’s important to understand the difference between our return policy and product warranties:
Return Policy
- 30-day time limit
- Change of mind accepted
- Products must be unopened (most items)
- Customer may pay return shipping
Warranty Coverage
- 6 months to 1 year coverage
- Manufacturing defects only
- Products can be used
- VAZPE covers return shipping
Policy Updates
This return and refund policy is subject to change. Updates will be communicated through:
- Email notifications to registered customers
- Website announcements
- Updated policy date at the top of this page
- Customer service notifications for pending returns
Ready to Start a Return?
Our customer service team is ready to help you with your return. We’re committed to making the process as smooth and hassle-free as possible.