Return & Refund Policy

1Return window

You may submit a return request within 14 calendar days of receiving your order. After 14 days, we no longer accept change-of-mind returns — for example, changing your mind, ordering the wrong model, ordering the wrong flavour, or personal preference.

2Return eligibility

A change-of-mind (no-reason) return must meet all of the following conditions:

• the hygiene seal is intact, not removed or damaged;
• the product is unused, not activated, not charged and not consumed;
• the anti-counterfeit code, batch number and product label are intact;
• the product, its accessories and any free gifts included are complete;
• the product shows no human-caused damage, disassembly, repair or modification;
• you provide valid order information;
• the item is returned using trackable shipping as instructed.

Once the hygiene seal has been broken, we do not accept returns for the following reasons:

• you don’t like the flavour;
• the cooling or sweetness level doesn’t match your personal taste;
• you bought the wrong flavour, model or nicotine strength;
• the experience doesn’t match your expectations;
• a temporary change of mind.

Products with a genuine quality issue are not subject to the hygiene-seal restriction.

3Reporting deadlines

To help us investigate quickly, please report issues within these windows:

• Visible outer-box damage or transport damage: within 48 hours of receipt (recommended);
• Missing items or the wrong item shipped: within 3 business days of receipt;
• Dead on arrival or an obvious functional failure: within 7 calendar days of receipt;
• Quality issues that appear later: handled under the applicable statutory quality-warranty rules.

4Returns without a quality issue

Wholesale orders are, in principle, final sale. We do not accept returns or refunds for reasons such as:

• a change of purchasing decision;
• slow sales or overstock;
• ordering too large a quantity;
• buying the wrong model, version, flavour or nicotine strength;
• end customers not liking the product;
• changes in local market demand;
• changes in product price;
• the customer’s cash-flow or business difficulties;
• the customer not checking local import, labelling or sales requirements in advance.

Wholesale orders do not carry a 14-day or any other change-of-mind return right.

5Special commercial returns

Where there is no quality issue, the seller may approve a special commercial return on a case-by-case basis, depending on the business relationship. A special commercial return is a commercial exception granted by the seller; it is not a return right that wholesale customers are automatically entitled to.

A special commercial return must meet all of the following:

• the customer submits a written return request within 14 calendar days of receiving the goods;
• prior written return authorization is obtained from the seller;
• the goods remain in original, factory-sealed, unopened full-case condition;
• the hygiene seal, anti-counterfeit code, batch number and product label are intact;
• the goods have not been sold, distributed, mixed or relabelled;
• loose units, opened boxes or mixed-SKU returns are not accepted;
• the customer ships the goods within 7 calendar days of receiving written return authorization;
• the customer provides valid logistics tracking information.

Fees for special commercial returns:

• an inspection and restocking fee of €2.50 per unit on returns that are finally approved and actually received;
• return shipping is borne by the wholesale customer;
• original outbound shipping and any costs already actually incurred and non-refundable will not be refunded;
• actual loss of value caused by deterioration in the product’s condition may be additionally deducted from the refund;
• goods returned without written authorization may be refused or not refunded.

6Order cancellation

• Not yet paid: may be cancelled free of charge;
• Paid but not yet in fulfilment / picking: cancellation may be requested, minus any costs already actually incurred and non-refundable;
• Already in picking or packing: if cancellation is approved, a handling fee of 10% of the order’s goods value applies;
• Labelling, packing or customization completed: cancellation is not accepted in principle;
• Handed to the carrier or already shipped: cancellation is not accepted;
• Custom, pre-sale, exclusive-label or special-procurement orders: cancellation is not accepted once confirmed.

7Reporting deadlines

• Visible outer-box damage or transport damage: within 48 hours of receipt;
• Shortage, wrong SKU, wrong model or wrong flavour: within 3 business days of receipt;
• Obvious quality issues visible on arrival: within 7 business days of receipt;
• Latent manufacturing defects: report immediately on discovery and, in principle, no later than 60 calendar days after receipt;
• Product safety issues: stop selling and using the product immediately and report it — this is not subject to the ordinary reporting windows.

Late reporting that prevents the warehouse, transport or product batch from being verified may affect the outcome of the claim review.

8Quality claim requirements

A wholesale quality claim must include:

• a valid order number;
• SKU, model, flavour and the quantities involved;
• anti-counterfeit code, serial number or batch number;
• outer-box shipping marks and transport labels;
• the exact quantity of defective goods;
• the quantity already sold and the remaining stock;
• clear photos, a continuous video of the fault and, where necessary, an unboxing video;
• a description of the specific fault;
• representative defective samples if required.

Claims where the order source, product batch, actual fault or defect quantity cannot be verified may be declined. A small number of defective items will, in principle, be handled only according to the actual confirmed defect quantity, and does not justify returning the whole order or the whole batch.

9Refund & processing times

• Initial reply within 3 business days of receiving complete claim documents;
• General single-item quality review: 5–7 business days;
• Batch quality investigation: 10–15 business days;
• Where samples must be returned for testing: an initial conclusion within 10 business days of receiving the samples, in principle;
• Approved account credit: entered within 5 business days of approval;
• Approved refund: submitted to the original payment method within 10 business days of approval.

The processing period starts once you have submitted complete, clear and verifiable documents. Time spent waiting for additional documents, sample transport, carrier investigation or third-party testing is not counted.

Wholesale quality issues are handled in the following order of preference:

• 1. troubleshooting;
• 2. reshipment;
• 3. replacement;
• 4. credit against your next order;
• 5. wholesale account balance;
• 6. partial refund;
• 7. refund where no reasonable remedy is possible.

Unless a systemic batch quality issue is confirmed, the remedy is limited to the goods actually confirmed as affected.

10How refunds work

Before initiating a refund through your payment provider, please contact us at the email above so we can assist you. Once we receive and inspect your returned item, we will email you to confirm whether your refund has been approved or rejected.

If approved, your refund will be processed back to your original payment method. Please note that customers are responsible for return shipping costs, and original shipping fees are non-refundable.

11Late or missing refunds

If you haven’t received a refund yet, first re-check your bank account, then contact your credit-card company or payment provider, as processing times can vary. If you have done all of this and still have not received your refund, please contact us and we will look into it.

12Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, email us for instructions.

13Non-returnable consumables

For hygiene and safety reasons, we do not accept returns of opened or used consumable items. Consumables include, but are not limited to, e-cigarette liquids, coils, pods, cartridges, disposables, and batteries. Any consumable items are not eligible for reshipment.

14Promotional items

Promotional items are considered final sale. If a promotional item is deemed defective, we will only refund or provide store credit for the amount paid for the item. Promotional items will not be replaced.

15Quality issues

We provide return and after-sales services exclusively for orders purchased through our official website. Products bought from third-party distributors or retailers are not covered by our return service. This requires providing our customer service team with the safety code on the product packaging and photos or videos demonstrating the product’s defects.

We thoroughly inspect all information on our website. However, occasional errors may occur, or manufacturers may update information that we are unaware of. We reserve the right to correct inaccurate information and are not responsible for printing errors.

16Returns due to personal reasons

If a return request is initiated for reasons not related to product quality (including, but not limited to, change of mind, incorrect purchase, or any other customer-related reason), the customer shall be responsible for:

• the return shipping costs; and
• a handling fee of €2.5 per item, which covers inspection, processing, and restocking.

These costs will be deducted from the final refund amount issued to the customer.

17Important notice for purchasers