Refund Policy

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Business buyers (B2B)

Orders placed by businesses are final once dispatched, except where goods arrive damaged, faulty or different from what was ordered. In those cases we will replace the items, issue a credit or refund the affected items.

Private buyers – 14-day right of withdrawal

If you are a consumer in the EU, you can withdraw from your purchase within 14 days of receiving the goods without giving a reason. To do so, send us a clear statement (for example by email to [email protected]) before the 14 days end.

Exception for sealed products: for health protection and hygiene reasons, the right of withdrawal does not apply to sealed goods (such as vape devices, pods and e-liquids) once they have been unsealed after delivery. Unopened items in their original sealed packaging can be returned.

You pay the direct cost of returning the goods unless the items were faulty or wrong. We refund the purchase price and the original standard delivery cost within 14 days of receiving your withdrawal notice, using the same payment method you used. We may hold the refund until we have received the goods back or you have shown proof of return.

Damaged, faulty or wrong items

• Report the problem within 48 hours of delivery with your order number and clear photos or a short video.
• Do not throw away the packaging until the claim is settled.
• For faulty devices, tell us the model, flavour and what went wrong. We may ask you to return a sample.

Once a claim is approved we replace the items, credit them against your next order or refund them, as you prefer.

How refunds are paid

Approved refunds are sent to the original payment method. Banks and payment providers can take several working days to show the money in your account.

Contact

Email [email protected] or message us on WhatsApp (+49 163 3763896) with your order number.

Refund policy summary

• Business orders are final once dispatched, except for damaged, faulty or wrong items.
• Private buyers in the EU have a 14-day withdrawal right for unopened, sealed products.
• Report damage or missing items within 48 hours of delivery with photos.
• Approved refunds go back to the original payment method.

How to use the 14-day withdrawal right

If you bought as a consumer, you can tell us within 14 days of receiving the goods that you want to withdraw from the contract. A short email is enough, for example: “I withdraw from my order EV-1234 placed on [date].” Include your name, address and order number. You then have another 14 days to send the unopened items back. The rules come from the EU Consumer Rights Directive.

Returns policy for sealed vape products

Vape devices, pods and e-liquids are sealed for health and hygiene reasons. Once the seal or shrink-wrap has been opened, these items cannot be returned under the withdrawal right. Unopened products in their original, undamaged packaging can be returned. Please pack returns carefully; items damaged in return transit cannot be refunded in full.

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Damaged, faulty or wrong items

When a delivery arrives, count the cartons, check the outer packaging and compare the goods with the packing list. If something is wrong, contact us within 48 hours. Clear photos of the outer box, the shipping label and the damaged or wrong items help us settle the claim quickly with the carrier. For a faulty device, a short video showing the fault is the fastest way to get a replacement.

Once your claim is approved, you choose the remedy: a replacement shipped with your next order or straight away, a credit note for a future order, or a refund for the affected items.

Refund timeline

1. You report the problem or send your withdrawal notice.
2. We confirm receipt and tell you what we need (photos, return of goods or a sample).
3. We approve the claim and agree the remedy with you.
4. Refunds are sent to your original payment method. Your bank or payment provider may need a few working days to show the money.

Bulk orders and partial refunds

For large orders, such as our bulk vape deals, we only refund or replace the affected units, not the whole order. A credit note is often the quickest option for wholesale buyers who reorder regularly.

Related policies

See the shipping policy for delivery details, our sales terms for business orders and the FAQs for quick answers. If anything in this refund policy is unclear, send us a message from the contact page.

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