Refund and Returns Policy

Last Updated: [7-20-2026]

At The Vapes, we want every customer to receive the correct products in good condition.

Because vape products are personal-use products with specific hygiene, safety, and transportation requirements, our refund and return policy is different from general consumer products.

Please read this policy carefully before placing your order.

1. Before Requesting a Refund or Return

If you experience any problem with your order, please contact The Vapes customer support team first.

Do not send products back without contacting us.

When contacting us, please provide:

• Order number
• Product name
• Description of the problem
• Photos or videos showing the issue

Providing clear information helps us review your case faster.

What If I Do Not Receive an Immediate Reply?

Please do not worry if you do not receive an instant response.

Our customer service team works across different time zones, and response times may vary depending on working hours.

Normally, please allow:

2–8 hours

for our team to review and respond to your request.

If you are concerned that your message has not been received, you can also contact us through email.

Our email support team is usually available within:

7–24 hours

Once we receive your request, we will arrange a team member to assist you as soon as possible.

2. Damaged Products or Quality Issues

If your product arrives damaged or has a confirmed quality problem, please contact us as soon as possible after receiving your order.

Our team will review:

• Product condition
• Shipping status
• Photos or videos provided
• Order information

If the issue is confirmed to be related to product quality or transportation damage, we may provide:

• Replacement products
• Partial refund
• Full refund depending on the situation

3. Vape Device Not Working

If your vape device does not work after opening the package, please contact us before disposing of the product.

Please provide a short video showing:

• The device problem
• The product condition
• The order information if required

A video helps us determine whether the issue is caused by:

• Product defect
• Activation method
• Charging problem
• Transportation damage

If a product defect is confirmed, we will provide an appropriate solution.

4. Incorrect Product Received

If you receive a product different from your order, please contact us immediately.

We will verify your order details and arrange a suitable solution.

Please do not open or use the product further before contacting us if you believe you received the wrong item.

5. Cancellation or Exchange Before Shipping

If you need to cancel your order or request an exchange before shipment, please contact us as soon as possible.

We recommend contacting us within approximately:

24 hours purchase

Our team will check your order status and help arrange the best solution.

Please do not directly request a chargeback through your bank or card provider before contacting us.

A bank dispute usually requires additional investigation between the payment provider, bank, and merchant. This process can take:

7–14 working days or longer

and may delay a normal refund process.

If you need a refund or product change, contacting The Vapes directly is always the fastest solution.

6. Cancellation After Shipping

Once a vape order has been shipped, it is usually difficult to recall or intercept the parcel.

Due to the special transportation requirements of vape products, returned shipments may not always be possible.

If you request cancellation after shipment, a full refund cannot always be guaranteed.

Any refund decision depends on:

• Shipping status
• Parcel location
• Return possibility
• Logistics costs

Please carefully confirm your:

• Product selection
• Flavour
• Nicotine strength
• Shipping address

before completing your order.

7. Delivery Delay Refund Requests

Estimated delivery times are provided based on normal logistics conditions.

International shipping can sometimes be affected by:

• Customs processing
• Weather conditions
• Courier delays
• International transportation conditions

A delivery delay does not automatically qualify for a refund.

If your order has an unusual delay, contact us and we will investigate the shipment status.

8. Package Marked Delivered but Not Received

If your tracking information shows that your package has been delivered but you cannot find it, please contact us immediately.

Our team will investigate by checking:

• Courier delivery records
• Tracking information
• Delivery confirmation
• Logistics provider information

If the investigation confirms that the parcel was not successfully delivered, we will work with you to find a solution.

9. Wrong Address or Failed Delivery

Customers are responsible for providing accurate delivery information.

If a delivery fails because of:

• Incorrect address
• Wrong postcode
• Incorrect phone number
• Customer unavailable for delivery

additional solutions may depend on the courier and shipment status.

Because vape products have specific shipping restrictions, a second delivery cannot always be arranged.

Please carefully check your information before confirming your order.

10. Return Conditions

Due to the nature of vape products, returns are generally not accepted for:

• Change of mind
• Personal flavour preference
• Incorrect product selection by the customer
• Opened or used products

For unopened products and special situations, please contact our support team before returning anything.

11. Refund Processing Time

Once a refund agreement has been confirmed between you and The Vapes, we will process the refund as soon as possible.

The actual time for the funds to appear in your account depends on the payment method and your payment provider.

Please note that after we complete the refund operation, the final arrival time is controlled by the payment provider or bank processing system.

12. Currency Exchange and Payment Provider Fees

In some cases, the refunded amount received by customers may be slightly different due to currency exchange rates or payment system charges.

For most situations, The Vapes will try to handle reasonable processing fees when arranging refunds.

However, international payment systems involve banks, card networks, and currency exchange providers. In rare cases, customers may experience a loss of around 2%–4% due to exchange rate differences or banking charges.

This difference is caused by the global banking and payment settlement system and is not controlled by The Vapes.

The Vapes cannot be responsible for losses caused by currency conversion rates, bank charges, or third-party payment providers.

13. Contact The Vapes

If you have any questions regarding refunds, returns, or order problems, please contact our support team.

We will review each case carefully and work to provide a fair solution.

The Vapes
Email: [email protected]