Returns & refunds
Thank you for choosing VapePurchase. As an official distributor of the brands in our range, we make sure every product has already passed a strict quality check at the manufacturer. If something is still not right, we handle returns, exchanges and refunds under the conditions below — traceable, within clear deadlines and without detours.
Checking your delivery
Please check the parcel and every item inside it carefully once it arrives, so that you can be sure everything reached you complete and in working order. Look not only at the outer condition of the packaging but also at the individual products, the contents and any accessories.
If anything catches your attention, contact our customer service straight away. We will help you clarify the matter and look for a solution together with you, so that your order ends up meeting your expectations. The earlier you get in touch, the faster we can process the case. If a parcel arrives late or stalls on the way, you will find the key guidance on our Shipping information page.
7-day return and exchange guarantee for quality problems
We are committed to flawless quality and to your satisfaction. If you receive a faulty product or goods with a quality problem within 7 days, we will accept the return or replace the item free of charge. We cover all the costs involved, including the cost of sending the product back. In that case you carry neither the postage nor the risk of loss on the return journey.
Please note that items that have already been opened, used or damaged, or that do not meet our return conditions, cannot be accepted. This applies expressly to e-liquids and to pre-filled pods and cartridges: for hygiene and safety reasons these products are excluded from returns, because their integrity can no longer be demonstrated once they have been opened.
To start a return or an exchange, please contact our customer service and have the following three details ready:
- your order number
- the product code or codes of the items you want to return or exchange
- the reason for the return or exchange
Our team replies to your request within 24 hours. On that basis we will send you the next steps and the details you need for the return.
3-day guarantee for dead-on-arrival goods
If you receive a damaged or faulty product that does not work properly within 3 days, we will arrange a replacement or a refund of the purchase price. In such cases please contact us at vapepurchase7@gmail.com — at the latest 72 hours after receiving the delivery. Please include the following details:
- a description of the problem
- photos or videos that clearly show the fault
- your order number
Possible defects include damaged or broken components such as glass and displays, as well as faulty products that for example will not charge or do not work at all. If you still want to check the progress of your delivery, our Track your order page helps you follow the shipment, and you will also find answers to common questions about the process and the deadlines under FAQ.
3-month product quality warranty
Most of the products bought from us carry a 3-month warranty from the date of purchase. This warranty covers material and manufacturing defects. Please check the product description before you buy, because that is where the warranty conditions for each item are stated. In the shop we show you all products in our range.
Exceptions:
- atomizers (RDA and tanks)
- e-liquids
- replacement pods and coil heads
- special parts such as drip tips, glass and O-rings
- hemp-based products and rechargeable batteries
Note: coil heads are consumables. Once they have been used, no warranty claim can be made for them.
Warranty exclusions
The warranty does not cover damage caused by improper use. This includes in particular:
- user error, for example dropping the device or water damage
- damage from a fall from a height or from incorrect charging
- modifications to the hardware
We also do not cover damage resulting from normal wear and tear, from use outside the intended purpose, or from interference by third parties. Please therefore only use the products as described in the instructions. Our Terms & conditions set out the further rules on purchase, delivery and liability.
Exchange conditions
If you receive a faulty or damaged product that does not match the description, we will replace it. So that we can start the process, please contact us within 48 hours of receiving the order at vapepurchase7@gmail.com.
Please provide the following information:
- your order number
- a description of the product and the fault
- photos or videos showing the fault
- the serial number of the product
Note: without meaningful evidence in the form of images or videos we cannot guarantee an exchange, because we would otherwise have no way of verifying the fault.
Missing items in the parcel
We check every order carefully, but it can happen that products are shipped in separate parcels. Please therefore check all parcels before you confirm receipt. If you find that an item is missing, contact us within 48 hours at vapepurchase7@gmail.com and provide the following details:
- your order number
- the product codes of the missing items
- a photo of the outer packaging
Depending on the case, the available solutions are:
- resending the missing products
- refunding the price of the missing products
Refund conditions
A refund is issued once we have received and checked the returned product. Products that were not dispatched are refunded within 24–48 working hours. Products you have already received are refunded once the condition of the item has been confirmed.
Please note:
- refunds for products sent back to us are processed within 24 hours
- the refund to the original payment method can take 7–14 working days
Refunds are in principle issued through the route you paid with. For cash-on-delivery payments we handle the refund through our customer service; you will receive the necessary details as part of processing your case.
Your statutory rights
The arrangements above apply to the extent permitted by law. Your statutory warranty and withdrawal rights remain unaffected.
Contact
If you have questions or need support, you can reach us by e-mail at vapepurchase7@gmail.com or on WhatsApp at +852 66264532. Our customer service is happy to help you with returns, exchanges and refunds; an overview of how to reach us is on our Contact page.
Thank you for choosing VapePurchase. We are committed to making sure you are happy with our products and our service — and that every claim is handled traceably and promptly.
