Refund and Return Policy

Return Eligibility:
We gladly accept returns for unused, unopened, and fully resalable items within 7 days of receipt. For health, hygiene, and safety reasons, items that have been opened are not eligible for return.

How to Initiate a Return:
To return an item, we recommend using the Signed For service at your local post office. Be sure to keep the proof of postage or receipt to resolve any rare issues. Kindly include a note in your return package with your name, order number, and reason for return to help us process your return efficiently.

Return Shipping Costs:
You are responsible for return shipping costs, which are non-refundable unless the item is defective. Returns that do not meet our resalable condition requirements or are damaged/opened may be refused for exchange or refund.

Refund Processing:
Refunds will be issued to your original payment method. Please allow up to 5 business days (excluding holidays and weekends) for the refund to be processed. Typically, refunds are completed on the same day. If there is any delay in your refund, please contact us or your payment provider.

Defective Items:
If you receive a defective or damaged item, please contact our support team through our ticketing system. We will assist you in resolving the issue or provide the necessary instructions for returning the item. All returns, whether for unwanted or defective items, must be submitted through our ticketing system. Unauthorized returns will not be processed.

Returning Items:
For returns, please contact us via email or phone to obtain the return address. You will be responsible for return shipping costs. We recommend using a trackable shipping method, particularly for items valued over €60, to ensure they reach us safely. We are not responsible for any returns lost in transit.

International Orders:
For international orders, customers are responsible for any customs issues. We cannot accept returns or provide refunds for items stopped by customs. It is the customer's responsibility to ensure that the items comply with local customs regulations.

Important Return Guidelines for UPS:

1. UPS Only for Return Shipping: All returns must be sent via UPS. If the return parcel is lost, the customer is liable, and no refund will be issued.

2. UPS Collection Points: If the return is sent to a UPS collection point, you must pick up the parcel within the specified timeframe. If the parcel is not collected and is returned to us, a fee of €20 will be deducted from your refund.

3. Uncollected Parcels: If a parcel is not collected from the UPS collection point and is not returned to us, no refund will be issued.

4. Return Shipping Costs: Return shipping costs are the responsibility of the customer.

5. Return Period: Our return policy lasts 7 days. If the item is faulty, please notify us within 2 days of delivery.

6. Non-Refundable Products: Items clearly marked as non-refundable cannot be returned or refunded.

7. Used Items: Items that have been used are not eligible for return.

8. Collecting from UPS in 3-5 Days: Ensure you pick up your parcel from the UPS collection point within 3-5 days of delivery to avoid additional fees or complications.

9. Order Changes or Cancellations: If you need to cancel or modify your order, please do so before 15:00 on the day of the order.

Lost, Damaged, or Misdelivered Parcels:
If your parcel is lost, damaged, or delivered to the wrong address and is marked as delivered but you have not received it, please contact us immediately through WhatsApp, Telegram, or email. Allow up to 15 days for us to process your claim.

Thank you for shopping with EuroCityVape!