Returns & Refunds Policy

At AOSVAPE, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and we want to make sure you have a smooth and hassle-free experience if you need to return an item. Below is our comprehensive returns and refunds policy.

1. Returns Eligibility

To be eligible for a return, the following conditions must be met:

  • The product must be unused, unopened, and in its original packaging.
  • The return must be initiated within 7 days of the delivery date. We cannot accept returns after this period.
  • Certain items may be non-returnable for health and hygiene reasons, such as opened nicotine pouches.

Please note that items purchased on sale or with promotional discounts may not be eligible for a refund, unless the product is defective or damaged.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at [email protected] with your order number, product details, and the reason for your return.
  2. Receive Return Authorization: Once your return request is approved, you will receive a Return Authorization (RA) number and detailed instructions on how to send the product back.
  3. Return the Product: Safely package the item(s) you are returning and include the original packing slip or proof of purchase. Clearly label the package with your RA number and send it to the address provided by our customer support team.

Please note that customers are responsible for return shipping costs, unless the item was damaged or defective upon arrival.

3. Refund Process

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund. If your refund is approved, it will be processed and a credit will automatically be applied to your original payment method within 10 business days.

Please note:

  • Refunds may take several business days to appear on your statement, depending on your bank or credit card company.
  • Shipping costs are non-refundable. If you received free shipping on your original order, the cost of shipping will be deducted from your refund.
  • If you are returning part of a multi-item order, only the returned items will be refunded.

4. Exchanges

We only replace items if they are defective, damaged, or incorrectly shipped. If you need to exchange an item for the same product due to one of these issues, please contact us at [email protected] with the details, and we will guide you through the exchange process.

5. Damaged or Defective Items

If you receive a product that is damaged or defective, please contact us immediately within 7 days of receiving the order. You may be required to provide photos or other documentation of the damage to facilitate the process. We will work quickly to send you a replacement or issue a full refund for the defective item.

6. Non-Returnable Items

Certain products cannot be returned for health, hygiene, or safety reasons, including:

  • Opened or partially used nicotine pouches
  • Clearance items
  • Gift cards

Please review the product description carefully before making your purchase, as these non-returnable items will be clearly marked.

7. Cancellations

If you wish to cancel an order, please contact us as soon as possible at [email protected]. If your order has not yet been processed or shipped, we will be happy to cancel it and issue a full refund. However, if your order has already been shipped, you will need to follow the returns process outlined above.

8. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe, please follow these steps:

  1. Check your bank account or credit card statement to ensure the refund hasn’t been processed without notification.
  2. Contact your bank or credit card provider; sometimes processing delays can occur on their end.
  3. If you’ve done both and still have not received your refund, please contact us at [email protected], and we will assist you in resolving the issue.

9. Contact Us

If you have any questions regarding returns, refunds, or exchanges, please feel free to reach out to us at:

AOSVAPE
[email protected]

We are here to ensure that your shopping experience is as smooth and enjoyable as possible.