Returns and Exchanges Policy

Returns policy for vxelvape | As at May 2026

1. Deadlines and basic requirements

Withdrawal periods

  • 3-day period: calculated from the date of purchase.
  • 3-day delivery window: Goods must be checked for proper functioning immediately upon receipt.
  • After the 3 days have elapsed: no refunds or exchanges will be accepted, regardless of the reason.

Changes to the order Changes of address: these can be notified by email to info@vxelvape.com up until dispatch. After dispatch: no further cancellations or changes are possible.

2. Costs and fees

Undelivered parcels: in the event of refusal of delivery or an incorrect address, a surcharge of 30 % will apply to any refund. Postage costs: these are generally non-refundable. Restocking: a fee of 50 % will be charged for returned items that are undamaged but have already been opened.

3. Items eligible for return

Only faulty products will be accepted. No refund will be given for goods that are in perfect condition and free from defects.

Excluded from return for hygiene reasons:

  • E-liquids
  • Mouthpieces, cartridges, heating coils
  • Open tank/RDA/RDTA systems
  • Atomisers, coils, cotton wool
  • Containers, atomisers, vaporiser heads
  • Batteries, chargers

Also excluded: free promotional items, bespoke orders, wholesale goods and any products that have been opened or damaged.

4. Returns procedure

Information required: full name, order number, date of purchase, product details (model/colour) and photographic or video evidence (barcode, serial number, QR code).

Returns: These are the customer’s responsibility and at their own expense. Once the goods have been received, they will be checked within 1–3 working days. Kontakt:info@vxelvape.com

5. Terms and conditions for faulty items

  • no visible damage or deep scratches
  • All accessories must be included
  • Minor cosmetic defects do not constitute grounds for a return

6. Refunds and processing times

Processing time: 7–10 working days for the return delivery, 3–7 days for the refund. Depending on your bank, this may take up to a further 10 days.

Clearance items: no replacement guaranteed, as these cannot be reordered.

7. Notes and Disclaimer

Liability: We accept no liability for lost or damaged returns. We do not accept exchanges of items that have already been used simply because you are dissatisfied with them.

Disclaimer: vxelvape does not provide legal advice. No liability is accepted for damage resulting from incorrect battery handling. Cash on delivery is no longer available.

© 2026 vxelvape. All rights reserved.