Refund & Return Policy

At Vapekage, customer satisfaction is our priority. Due to the nature of vape and nicotine products and strict federal and state health regulations, our return and refund policy is more limited than traditional retail. Please read this policy carefully before making a purchase.

By placing an order on vapekage.com, you acknowledge and agree to the terms outlined below.

You may request a return under the following conditions:

- The item is unopened, unused, and in its original sealed packaging
- The return request is made within 14 days of delivery
- You have your order number and proof of purchase
- The product is not on our non-returnable items list (see below)

Items that have been opened, used, tampered with, or show signs of use are not eligible for return under any circumstances. This policy exists to comply with health and safety regulations governing nicotine and vape products.

The following items cannot be returned or exchanged regardless of condition:

- Any opened or unsealed vape devices, pods, cartridges, or accessories
- E-liquids, nicotine salts, or any consumable nicotine products (opened or unopened)
- Disposable vapes (opened or unopened)
- Coils, drip tips, replacement parts, and other hygiene-sensitive accessories
- Gift cards and store credit
- Items purchased during clearance or final sale promotions
- Bundles or variety packs where any individual item has been opened

If you are unsure whether your item qualifies for return, please contact us before shipping anything back.

To initiate a return, please follow these steps:

1. Contact our support team via our Contact Us page or email with your order number, the item(s) you wish to return, and the reason for the return.

2. Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions.

3. Package the item securely in its original packaging and clearly label the package with your RMA number.

4. Ship the item back to us using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error.

Do not send returns without an RMA number. Unauthorized returns will not be processed and may be discarded.

Once we receive and inspect your returned item, we will notify you via email whether your refund has been approved or denied.

Approved refunds will be processed to your original payment method within 5-10 business days. Depending on your bank or credit card provider, it may take an additional 3-5 business days for the refund to appear on your statement.

Refund breakdown:

- Product cost: Fully refunded for eligible returns
- Original shipping cost: Non-refundable unless the return is due to our error
- Return shipping cost: Customer responsibility unless return is due to our error
- Restocking fee: A 15% restocking fee may apply to eligible returns of hardware/devices

If your refund is denied, we will provide a detailed explanation and return the item to you at your expense.

If you receive a product that is defective, damaged, or not as described, we will make it right. Please contact us within 48 hours of delivery with:

- Your order number
- Clear photos of the defective/damaged product
- Clear photos of the packaging (if damaged in transit)
- A description of the issue

For verified defective or damaged items, we will offer one of the following at our discretion:

- Full replacement shipped at no cost to you
- Full refund including original shipping costs
- Store credit for the full order value plus a bonus credit for the inconvenience

Defective product claims made after 48 hours of delivery may still be honored on a case-by-case basis but are not guaranteed.

If you received an incorrect item, contact us immediately. We will:

- Ship the correct item to you at no additional cost
- Provide a prepaid return label for the incorrect item
- Ensure the issue is resolved as quickly as possible

Please do not open or use the incorrect item, as this may affect your eligibility for a full resolution. Contact us with your order number and a photo of the item received.

Due to the nature of our products and regulatory restrictions, we do not offer direct exchanges. If you wish to exchange an item:

1. Request a return for the original item (must meet return eligibility requirements)
2. Place a new order for the desired item

This ensures the fastest processing time and guarantees product availability. If you need help coordinating, our support team is happy to assist.

You may cancel your order for a full refund if it has not yet been processed and shipped. To cancel, contact us as soon as possible with your order number.

Once an order has been handed off to the shipping carrier, it cannot be cancelled. In this case, you may:

- Refuse delivery when the carrier arrives (the package will be returned to us)
- Wait for delivery and initiate a standard return if the product is eligible

For refused deliveries, we will issue a refund minus the original shipping cost once the package is returned to our facility.

If you have been approved for a refund but have not received it within the expected timeframe:

1. Check your bank account or credit card statement again — some banks take additional time to process refunds
2. Contact your credit card company or bank, as there may be a processing delay on their end
3. If you have done both and still have not received your refund, contact us and we will investigate

Refunds to credit cards typically take 5-10 business days after approval. Refunds to debit cards or digital wallets may take slightly longer. Store credit refunds are applied instantly.

In certain situations, we may offer store credit instead of a monetary refund. Store credit:

- Is issued to your Vapekage account and can be used on any future purchase
- Does not expire
- Is non-transferable and cannot be redeemed for cash
- Can be combined with other payment methods at checkout

If you prefer store credit over a refund to your payment method, let us know when submitting your return request and we will accommodate.

Some vape devices and hardware may come with a manufacturer warranty that covers defects in materials or workmanship. Warranty terms vary by manufacturer and product.

For warranty claims:

- Contact us with your order number and a description of the issue
- We will advise whether the claim should be filed directly with the manufacturer or through Vapekage
- Warranty does not cover damage caused by misuse, modifications, water damage, drops, or normal wear and tear
- Warranty does not cover consumable components (coils, pods, cartridges, batteries past their rated cycle life)

We will assist you through the warranty process to the best of our ability.

For all refund, return, and exchange inquiries, please reach out to our team. We respond to all requests as quickly as possible and are committed to finding a fair resolution.

When contacting us about a return or refund, please have the following ready:

- Your order number
- The item(s) in question
- Reason for the return/refund request
- Photos (if applicable — damaged, defective, or wrong item)

The more information you provide upfront, the faster we can process your request.