Refund Policy

At HealVape, we always put user experience first. Whether it is providing you with high-quality disposable e-cigarettes from internationally renowned brands such as Bang, RandM Tornado, Elf Box, or handling after-sales issues, we strive to be professional, efficient and responsible. If you need to return or apply for a refund, please read the following policy carefully and we will provide you with clear guidance throughout the process.

In order to protect the rights and interests of both parties, orders that meet the following conditions can apply for a refund:

Product status: unused, unopened and original packaging intact products (opened or used products cannot be refunded due to hygiene and safety regulations);

Time limit: A refund application must be submitted within 14 days after receipt (exceeded will not be accepted);

Voucher requirements: A valid purchase certificate (such as an electronic receipt, order screenshot, etc.) must be provided;

Special circumstances: If the received product is damaged or has quality problems (such as leakage, cannot be used normally, etc.), please contact us within 7 days after receipt to apply for a full refund or exchange.

If you meet the above conditions, please follow the steps below:

Contact customer service: Submit an application via email (info@healvape.com) or the “Contact Us” form on the official website, and indicate the order number, problem description and relevant proof (such as photos/videos of product problems);

Return products: After the application is approved, we will provide a specific return address and instructions (Note: You must bear the shipping cost for returns without quality issues; HealVape will bear the shipping cost for returns with quality issues);

Refund processing: After receiving the returned product and verifying that it meets the conditions, we will return the money to your payment account within 7-10 working days (supporting PayPal, credit card/Visa/MasterCard/Amex, Dutch iDEAL, Belgian Bancontact, SEPA transfer and other original payment methods).

Refunds cannot be processed in the following situations. Please confirm your needs before placing an order:

Disposable e-cigarettes and other consumables that have been opened or used (based on health and hygiene regulations);

Goods purchased through third-party platforms or unauthorized dealers;

Goods marked “final sale” or “clearance sale”.

Exchange service is only provided for goods that are “damaged or have quality problems when signed for”. If you need to replace other styles or models, it is recommended to complete the refund process first, and then place an order to purchase the required goods again.

International orders in Europe, such as Germany, France, Italy, Spain, and Poland, are subject to the above refund policy. Please note:

International return shipping costs are borne by the customer;

Refunds will be returned in the original transaction currency, and international transfers may incur bank fees (subject to the payer’s rules).

Brand guarantee: carefully select globally trusted brands such as Bang, RandM Tornado, Elf Box, etc. to ensure the quality of each e-cigarette;

Price advantage: provide bulk purchase discounts, taking into account both cost-effectiveness and professional services;

After-sales worry-free: the exclusive customer service team follows up throughout the process, from consultation to refund, every step is clear and transparent.

We understand the importance of shopping experience, so we always treat the needs of every customer with a professional attitude. If you have any questions, please feel free to contact customer service at any time, and we will answer you as soon as possible.