Return and exchange policy
Valid from: September 2025
Contact for returns: avadetar69@gmail.com
This policy governs the terms and conditions for returns, exchanges and refunds at vexvape.com. Please read this policy carefully before requesting a return.
1. basic return regulations
1.1 Return period
3-day rule: From the date of purchase, you have exactly 3 calendar days Time for authorised returns.
Immediate inspection obligation: As the delivery period is also 3 days, you must check that all products received are in proper working order immediately after delivery.
Exclusion period: After the 3-day period, refunds or exchanges for any reason are excluded.
1.2 Order changes
Before dispatch: Address and other order changes can be made by e-mail to avadetar69@gmail.com up to the time of dispatch.
After dispatch: Once the goods have left our warehouse, cancellations can no longer be made.
2. fees and cost regulation
2.1 Costs for undelivered consignments
Rejection fee: In the event of parcel rejection or incorrect address details resulting in a return, a processing fee of 30% of the order value.
Reimbursement of shipping costs: Shipping costs will not be refunded, even in the case of justified returns.
2.2 Restocking fee
Normal open items: For the return of items that have been opened but are otherwise in perfect condition, a restocking fee of 50% of the purchase price.
Justification: This fee covers the costs for renewed quality inspection, packaging and administrative processing.
3. items authorised for return and excluded items
3.1 Authorised returns
Exclusively product defects: Only products that are actually faulty or defective will be accepted for return.
No buyer's remorse returns: Normal, functioning items cannot be returned due to dissatisfaction or changed preferences.
3.2 Excluded articles
For hygiene, safety and legal reasons, the following product categories are excluded from returns:
Consumables:
- E-cigarette oils and e-liquids of all kinds
- Mouthpieces, drip tips and attachments
- Cartridges and pods
- Vaporiser cores (coils) and heating coils
Technical components:
- Open tanks, RDA and RDTA devices
- Vaporiser and vaporiser heads
- Self-winding accessories (wires, cotton)
- Batteries and rechargeable batteries
- Chargers and power supply units
Special orders:
- Free articles and advertising samples
- Customised special orders via sales representatives
- Wholesale orders (B2B area)
- All goods that have already been opened or tampered with
- Items with physical damage, water damage or signs of improper handling
4. return process and required information
4.1 Information required for return applications
We require the following complete information for proper processing:
Customer data:
- Full name (as in the order)
- Original order number
- Exact order date
Product information:
- Exact product designation
- Brand and model number
- Colour variant or flavour
- Detailed description of the problem
Return type:
- Defective/faulty product
- Incorrectly delivered article
- Desired solution (refund, store credit or exchange)
Documentation:
- High-resolution photos or videos as proof
- Visible display of barcode, serial number or QR code
- Documentation of the specific defect or problem
4.2 Return shipment and processing procedure
Shipping costs: The return shipment is at the expense and risk of the customer.
Packaging requirements: Use suitable, secure packaging to protect against transport damage.
Processing time: After receipt of the return, it will be checked within 1-3 working days.
Communication: All return requests and updates are made via avadetar69@gmail.com.
5. requirements for defective items
5.1 Conditions for exchange or credit note
Condition requirements:
- No obvious physical damage or deep scratches
- No returns due to minor cosmetic deviations
- All accessories must be included
- Enclose original packaging if possible
Exclusion criteria:
- Minor visual defects that do not impair the function
- Articles that are on the exclusion list
- Damage due to improper use or storage
5.2 Customer's duty of care
Proper packaging: Use sufficient padding material to prevent damage during transport.
Completeness: All items intended for return must be sent complete with original accessories.
6 Refunds and processing times
6.1 Time frame for refunds
Postal returns: 7-10 working days until receipt in our warehouse
Testing and processing: 3-7 working days for refund processing after receipt
Bank processing: Additional up to 10 working days, depending on your bank or payment service provider
Total duration: Allow up to 4 weeks for the complete refund process.
6.2 Special article categories
Regular articles: Refund at the price originally paid (less any fees)
Promotional items and free products: Generally not returnable
Sale items: Replacement not guaranteed, will not be reordered; only refund possible
Seasonal articles: May be subject to special return restrictions
7 Liability and responsibilities
7.1 Risk distribution
Transport risk: vexvape.com accepts no responsibility for items lost, stolen or damaged during return despatch.
Insurance recommendation: We recommend insuring valuable returns and using a consignment tracking system.
Buyer's remorse: Returns of opened or used items without defects are not possible.
7.2 Legal information
Local laws: Customers are obliged to observe the laws applicable in their country with regard to e-cigarette products.
No legal advice: vexvape.com does not provide legal advice regarding local regulations or import/export requirements.
Battery utilisation: We accept no liability for damage caused by improper handling of batteries or rechargeable batteries.
7.3 Shipping options
Cash on delivery: No longer available as a shipping option; all payments must be made in advance.
Shipping partner: Returns can be made via any reliable parcel service.
8. contact and support
8.1 Return support
E-mail address: avadetar69@gmail.com
Subject: Return request - [your order number]
Response time: Working days within 24 hours
8.2 Information required when making contact
- Complete order number
- Description of the problem
- Desired solution
- Photo/video evidence of defects
8.3 Escalation procedure
For more complex cases or disagreement about the return authorisation, our customer service management is available for a detailed examination.
9. changes to the return policy
9.1 Updates
This returns policy may be amended due to changes in the law, business requirements or to improve customer service.
9.2 Validity
The current return conditions at the time of ordering apply to every order.
9.3 Communication of changes
Significant changes will be published on our website and existing customers will be informed by e-mail.
This return policy was last updated in September 2025.
Our customer service is always available to answer your questions about returns. Contact us at avadetar69@gmail.com for fast and professional processing.