Return and exchange policy

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

Return and exchange periods

Please allow up to 3 days for delivery of your order. Our returns policy applies for a period of 3 days. Upon receipt of goods, please check all purchased products for proper functionality. After 3 days from the date of purchase, we regret that we can no longer offer refunds or exchanges.

Order changes and cancellations

Make sure that the delivery address in your order is correct. If a change of address is necessary, you can request an order cancellation or change by sending an email to swankneris98@gmail.com. However, once your order has been dispatched, it can no longer be cancelled.

Undelivered consignments

If the customer refuses the parcel or delivery becomes impossible due to an incorrect address and a refund is requested, we will charge a handling fee of 30% of the amount paid.

Excluded returns/refunds

The following items are excluded from returns/refunds:

  • Free samples or promotional items
  • Customised orders via sales partners - Contact your responsible representative
  • Wholesale orders
  • Already opened, undamaged items

Accepted returns

Returns are limited to defective products only. No refunds will be given for undamaged items. Do not send flawless items in your return request. A restocking fee of 50% will be charged for returned, undamaged and opened items.

Non-returnable items

These products cannot be returned, exchanged or refunded:

  • All opened or manipulated goods
  • Excluded for reasons of hygiene and safety:
    • E-cigarette oils/e-liquids
    • Mouthpieces
    • Cartridges
    • Coils
    • Opened tanks/RDA/RDTA devices
    • Vaporiser cores
    • Wires
    • Cotton wool
    • Tanks
    • Vaporiser
    • Vaporiser heads
    • Batteries
    • Chargers

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

We accept no liability for discolouration or packaging damage to e-liquids. Responsibility for product safety lies with the customer, who waives all legal claims.

Return procedure

Our customer service team will support you with the returns process at swankneris98@gmail.com.

1. required information

We need the following information to process your return:

  • Full name
  • Order number
  • Order date
  • Product name incl. brand, model and colour (if applicable)
  • Reason for return - e.g: Defective product, wrong item
  • Photo or video evidence of the defect - including barcode, serial number and QR code of the packaging
  • Desired processing - e.g: Refund, credit note or exchange

Important note: If information is missing, the return cannot be processed.

2. return and inspection

After receiving your return request, you are responsible for careful packaging and return shipping (at your own expense). Processing and inspection will take place within 1-3 working days of receipt of the goods.

3. conditions for defect returns

Defective items must fulfil the following criteria to be eligible for exchange or credit:

  • No physical damage or deep scratches
  • No returns due to minor visual defects (e.g. slight scratches or discolouration)
  • Complete return of all original accessories
  • Careful packaging (no full credit note in the event of transport damage due to inadequate packaging)
  • Articles must not be on the exclusion list

The customer is not responsible for obvious transport damage caused by the shipping company (despite proper packaging).

Refunds and exchanges

Once the check has been completed, we will process the refund or exchange according to your request. For refunds to the original payment method (e.g. credit card), please notify us by email. Returns will be processed within 7-10 business days of receipt. Depending on bank processing time, account crediting may take up to 10 days.

Note: Shipping costs will not be refunded.

Refund procedure

Once we have received and checked your return, we will notify you by e-mail about the receipt of the goods and whether the refund has been approved or rejected. If approved, the refund will be made to your credit card or original payment method within 3-7 working days.

Promotional and clearance items

Only regular items can be refunded - promotional items are excluded. For clearance items, we cannot guarantee that identical items will be available for exchange. Sale items will not be reordered. If an item is sold out between purchase and exchange processing, we will contact you to select a replacement item.

Important note: We are not responsible for lost, stolen or otherwise damaged returns. For damaged parcels or missing/wrong products, we will notify you within 24-48 hours of processing.

If a return does not meet our conditions and you wish to return the item, you will be responsible for the return shipping costs. Non-qualifying items will only be returned after the shipping costs have been paid. It is your responsibility to study the returns policy carefully. If you are unsure, please contact us by email before returning the item.

Buyer loyalty

We do not accept returns of opened or used items without defects.

Shipping conditions

Before purchasing rexvape products, please check your local, state and federal laws. rexvape assumes no responsibility for any illegal actions that customers may take when purchasing products through our website.

Cash on delivery

Cash on delivery shipping is no longer offered as a shipping option.

Disclaimer

rexvape does not offer legal advice. All information, content and materials on rexvape are for general information purposes only and may not reflect the most current legal situation.

rexvape accepts no liability for injury, damage or defects caused by improper handling of lithium-ion batteries (permanent or temporary). Ensure basic knowledge and proper care of the batteries used.