Refund and Return Policy

Thank you for shopping with EurVapes. To help us process your return or refund request efficiently, please read the following policy carefully before submitting a request.

1. Return Eligibility

We accept return requests submitted within 7 days of receiving your order. Returned products must be unused, unopened, in their original condition, and fully resalable.

For health, safety, and hygiene reasons, opened or used products are not eligible for return.

2. Starting a Return

Please contact our Customer Support team before returning any product to register your request and obtain the correct return address and instructions.

All returns, including unwanted and defective products, must be registered with our Customer Support team before being sent. Returns sent without prior notification or authorisation may be delayed or may not be processed.

When contacting us, please provide your full name, order number, the product you wish to return, and the reason for the return.

3. Preparing Your Return

Please include a note inside the return parcel containing your full name, order number, and reason for the return. This information will help us identify and process your return promptly.

Please package the products carefully to prevent damage during transit and include all original packaging, accessories, manuals, and other items supplied with the order.

Retain your postage receipt, proof of shipment, and tracking information until your return and refund have been completed.

4. UPS Return Requirements

Unless our Customer Support team provides different written instructions, all authorised returns must be sent using UPS.

Please use a trackable shipping service and retain valid proof of postage. For products valued at more than €60, we strongly recommend purchasing appropriate shipping insurance.

If a return arranged and sent by the customer is lost in transit, the customer will be responsible for the loss, and we may be unable to issue a refund for products we have not received.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless the product is confirmed to be defective.

Return shipping costs are non-refundable unless otherwise agreed by our Customer Support team.

Additional, express, or unnecessary shipping costs incurred without our prior approval will not be reimbursed.

6. Condition of Returned Products

Returned products must be unused, unopened, undamaged, complete, and in fully resalable condition.

Products that have been opened, used, damaged, returned without their accessories, or are otherwise not in resalable condition may be refused for a return, exchange, or refund.

7. Defective Products

If you receive a defective product or experience an issue with your purchase, please contact our Customer Support team within 2 days of delivery.

Please provide your order number, a clear description of the issue, and photographs or video showing the defect where possible. Our team will assist with troubleshooting and provide return instructions where necessary.

Please do not dispose of the product or its packaging while your claim is being reviewed, as we may require the product to be returned for inspection.

8. Refund Processing

Once we receive and inspect the returned product, we will notify you whether your refund request has been approved.

Approved refunds will be issued to the original payment method.

After a refund has been issued, it may take up to 5 business days, excluding weekends and public holidays, to appear in your account. Processing times may vary depending on your bank, card provider, or PayPal.

If your refund has not appeared within the expected processing period, please contact us and your bank or payment provider.

9. Non-Refundable Products

Products clearly labelled as non-refundable cannot be returned or refunded.

For health, safety, and hygiene reasons, opened or used products are not eligible for return.

10. Sale and Promotional Products

Products purchased on sale, on clearance, or during a promotional event are considered final sale and are not eligible for return, refund, or exchange.

If you are unsure whether a product is considered final sale, please contact our Customer Support team before placing your order.

11. International Orders and Customs

Customers placing international orders are responsible for confirming that the products comply with the laws, import requirements, and customs regulations of the destination country or region.

We cannot accept a return or refund request solely because a parcel has been delayed, rejected, stopped, or confiscated by customs.

Unless otherwise stated during checkout, customs duties, import taxes, clearance charges, and other related fees are the customer's responsibility.

12. UPS Collection Points

If your parcel is delivered to a UPS collection point, you must collect it within the timeframe specified by UPS.

Customers should normally collect their parcels within 3 to 5 days of delivery to the collection point to avoid additional fees or other delivery issues.

If a parcel is not collected and is subsequently returned to us, a €20 return and handling fee will be deducted from the refund.

If an uncollected parcel is not returned to us, no refund will be issued.

13. Order Changes and Cancellations

If you need to update your delivery address, amend your order, or request a cancellation, please contact us before 15:00 on the date the order is placed.

We cannot guarantee that an order can be changed or cancelled after it has entered processing or has been dispatched.

14. Lost, Damaged, or Misdelivered Parcels

If your parcel is lost, damaged, delivered to the wrong address, or marked as delivered but has not been received, please contact our Customer Support team immediately.

Please provide your order number, delivery address, tracking information, and any photographs or other supporting evidence that may assist with the investigation.

After submitting the required information, please allow up to 15 days for us to investigate and process the claim with the delivery provider. We will keep you informed of any important updates.

15. Contact Us

To request a return, report a defective product, or ask about a refund, please contact EurVapes Customer Support:

Please contact us before sending any product. Do not use the sender address shown on the original parcel unless our Customer Support team confirms that it is the correct return address.