At VAPEHEX, we strive to provide our customers with the best products and services. We understand that sometimes, despite our best efforts, there may be occasions when you need to return or seek a refund for a product. This Refund/Return Policy outlines the procedures and guidelines for such situations to ensure a smooth and hassle-free experience for you.
1. Eligibility for Returns and Refunds:
Defective or Damaged Products: If you receive a product that is defective or damaged, we will gladly accept a return or provide a refund. Please notify us within 48 hours of receiving the order, and we will guide you through the return process.
Incorrect Product: If you receive an incorrect product, different from what you ordered, please contact us immediately. We will arrange for the correct product to be shipped to you or process a refund based on your preference.
2. Returns and Refunds Process:
Contact Customer Support: To initiate a return or refund, please get in touch with our customer support team. You can reach them through the contact information provided on our website.
Provide Necessary Information: When contacting customer support, please provide your order number, details of the product, and a clear explanation of the issue. This information will help us expedite the process and ensure a speedy resolution.
Return Authorization: In some cases, we may require a Return Authorization (RA) before you can send the product back to us. Our customer support team will guide you on this if applicable.
Return the Product: If a return is authorized, carefully pack the product in its original packaging (if possible) and ship it back to us. Make sure to include all the original accessories and components.
3. Conditions for Returns and Refunds:
Products must be returned in their original condition, without any signs of misuse, tampering, or damage caused by the customer.
All accessories and components that came with the product must be returned.
Returns must be initiated within 14 days of receiving the product.
4. Refund Process:
Processing Time: Once we receive the returned product and verify its condition, we will initiate the refund process. The refund will be processed within 5-7 business days.
Refund Method: The refund will be issued using the original payment method used for the purchase. If, for any reason, we are unable to process the refund through the original payment method, we will contact you to arrange an alternative refund method.
Partial Refunds: In some cases, a partial refund may be offered based on the condition of the returned product or missing accessories.
5. Non-Refundable Items:
E-liquids and other consumable products are non-refundable due to hygiene and safety reasons.
DIY supplies, once opened, are not eligible for returns or refunds.
6. Shipping Costs:
If the return is due to our error (defective/damaged product or incorrect item), we will bear the return shipping costs.
If the return is initiated for any other reason (change of mind, etc.), the customer will be responsible for the return shipping costs.
7. International Returns:
- For international customers, the same return policies apply. However, please note that the customer will be responsible for all shipping and customs charges associated with the return.
8. Wholesale Enquiries:
- For wholesale inquiries, please refer to the “Wholesale Enquiry” section on our website for specific policies and guidelines.
At VAPEHEX, we value our customers and want to ensure that you have a positive experience with our products. Our Refund/Return Policy is designed to provide clarity and transparency if you need to return a product or seek a refund. If you have any questions or concerns about the policy, please feel free to contact our customer support team, who will be happy to assist you. Your satisfaction is our top priority, and we are committed to resolving any issues fairly and efficiently. Thank you for choosing VAPEHEX for your premium DIY supplies!