Return policy

Please read our returns policy carefully before contacting us by email regarding returns, refunds or exchanges.

Time frame for returns and exchanges

Please allow up to 3 days for the delivery of your order. Our return policy is valid for a period of 3 days. Please check all purchased items immediately upon receipt to confirm that all products are in perfect working order. Unfortunately, after 3 days from the date of purchase, we are unable to offer refunds or exchanges for any reason.

Order changes and cancellations

Please make sure that the delivery address in your order is correct. If a change of address is required, you can request a cancellation or modification of your order by sending an email to erol.esila.emir@gmail.com. Once the order has been dispatched, however, cancellation is no longer possible.

Undelivered parcels

If a customer refuses the parcel or an incorrect address prevents delivery and the customer requests a refund, we will charge a fee of 30% of the amount paid.

Excluded returns/refunds

The following items are excluded from returns:

  • Free or promotional samples
  • Individual orders via sales representatives - please contact your sales representative for details
  • Wholesale orders
  • Opened standard articles

Authorised returns

Returns are only accepted for defective products. We do not grant refunds for faultless items. Please do not submit fully functional items or devices in your return or exchange request. Please note that a restocking fee of 50% will apply for returned, opened items without defects.

Non-returnable/non-exchangeable items

The following products cannot be returned or exchanged:

  • All opened or manipulated goods
  • For reasons of hygiene and safety, the following items will not be taken back:
    • E-cigarette oils/e-liquids
    • Mouthpieces
    • Cartridges
    • Coils
    • Opened tanks/RDA/RDTA devices
    • Vaporiser cores
    • Wires
    • Cotton
    • Tanks
    • Vaporiser
    • Vaporiser heads
    • Batteries
    • Chargers

Products with physical damage, water damage and/or signs of tampering cannot be returned, refunded or exchanged.

We are not liable for discolouration or packaging defects of e-liquids. Product safety is your responsibility and you fully waive all legal claims.

Return procedure

Our customer service team will be happy to help you initiate the return process by emailing erol.esila.emir@gmail.com.

1. necessary information

We require the following information to initiate the return:

  • Full name
  • Order number
  • Order date
  • Product description of the item to be returned - including brand, model and colour (if relevant)
  • Type of return - for example: Defective item, wrong product
  • Photo or video evidence of the defective product - including barcode, serial number and QR code on the packaging
  • Desired return solution - for example: Refund, shop credit or exchange

*Important: We cannot process the return if the information is missing.

2. return despatch and inspection

After receiving your return request, it is your responsibility to pack the device carefully and send it back to us with your own shipping label. We need 1-3 working days after receipt of the goods to check and process the return.

3. requirements for defective articles

For your defective items to qualify for an exchange or credit note, the following criteria must be met:

  • No physical damage or heavy scratches
  • No returns due to minor visual defects (such as slight scratches or colour changes)
  • All accessories included in the scope of delivery must be returned together with the defective device
  • Pack your return with care. In the event of damage during transport due to inadequate packaging, we cannot grant a full credit note. If the damage is clearly the responsibility of the shipping service provider and the items were properly packaged, you are not responsible for the damage.
  • The items must not belong to the category of non-returnable products.

Refunds or product exchange

Once the check has been completed, we will process the refund or exchange in accordance with your return request. If you would like a refund to the original method of payment (e.g. credit card), please let us know by e-mail. For orders returned by post, returns processing will be completed within 7-10 working days of receipt of goods. Depending on the processing time of your financial institution, it may take up to 10 days for the amount to appear in your account. For product exchanges, please also contact us by e-mail.

*Note: Shipping charges will not be refunded.

Refund procedure

As soon as we have received and checked your return, we will inform you by e-mail that we have received the returned products. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed and automatically credited to your credit card or original payment method within 3-7 business days.

Promotional or sale items (if applicable)

Only items at the regular retail price can be refunded; promotional items cannot be returned. If you have purchased a sale item, we cannot guarantee that this item will still be in stock when your exchange is processed. Sale items will not be reordered. If the item is sold out between your purchase and our exchange processing, we will contact you and ask you to choose a replacement item.

Note: We are not responsible for lost, stolen or otherwise damaged products that are returned to us. If we determine that the package is damaged or the returned products are missing or not our items, we will notify you within 24-48 hours of processing the return.

If you submit a return that does not meet the return policy and you wish to receive the item back, you will be responsible for the shipping charges to return the item to you. We will not ship back non-qualifying items until the shipping charges have been paid. It is your responsibility to carefully study the return policy. If you are unsure whether your item qualifies for exchange or return, please contact us via email prior to shipping the item.

Buyer loyalty

Please note that we do not accept returns of opened or used items without defects.

Shipping conditions

Before purchasing products from novavape or any of our affiliated websites, please check your local, state and federal laws. novavape is not responsible for any potentially illegal actions by customers who purchase products through our platform.

Cash on delivery

We no longer offer cash on delivery as a shipping option.

Disclaimer

novavape does not provide legal advice. All information, content and materials on novavape are for general information purposes only. The information on this website may not be the most current legal or other information available.

novavape accepts no liability for injury, damage or defects that may result from improper use of lithium-ion batteries (whether permanent or temporary). Please ensure basic knowledge and proper handling of the batteries you use.