OioVape Refund and Return Policy

Thank you for choosing OioVape! Please carefully read our Refund and Return Policy before requesting a refund, return, or exchange. Understanding these guidelines will ensure a smooth and efficient process for you.

1. Order Cancellation & Refund Within Short Term

You may request an order cancellation and full refund within 12 hours of placing your order. To process this, please contact our customer service team promptly with your order number.
Orders exceeding 12 hours from placement are not eligible for full refunds. At this stage, your package may have already been prepared for shipment or submitted to customs. A maximum of 50% of the total order amount can be refunded for cancellation requests made after 12 hours, which covers the costs of order processing and customs-related procedures.

2. Post-Shipment Refund Restrictions

Once your package has been shipped and a tracking number has been provided to you, no refunds will be issued for order cancellation requests.

3. Customs-Related Refund Provisions

All OioVape packages are insured. If your package is detained by customs and not released (with official confirmation), you will be eligible for a full refund. Please provide the official customs detention document when submitting your refund request.

4. Return & Exchange Timeframe

Our return and exchange policy is valid for 3 days after you receive your package. We recommend that you inspect the products immediately upon receipt to confirm they meet your expectations and function properly.
Return or exchange requests submitted after the 3-day window will not be processed.

5. Eligible & Ineligible Items for Return & Exchange

5.1 Eligible Items

Unopened, unused products that are defective, damaged, or incorrect (mismatched with your order) are eligible for return or exchange, provided they are reported within the 3-day inspection period.

5.2 Ineligible Items

The following items are not eligible for return or refund due to hygiene, safety, or product characteristics:
  • E-liquids, drip tips, cartridges, coils, atomizer cores, and open tanks/RDA/RDTA devices
  • Batteries, wires, cotton, chargers, and atomizers
  • Opened or used products (including those with signs of use such as scratches beyond normal wear)
  • Free samples, promotional gifts, and clearance items
  • Custom-made orders and wholesale orders (please contact your dedicated sales representative for special arrangements if applicable)
  • Products with physical damage, watermarks, or signs of tampering caused by improper use
Note: OioVape is not liable for color changes or packaging issues of e-liquids that do not affect product quality.

6. Shipping Address & Undelivered Shipment

Please double-check your shipping address for accuracy before placing an order. If you need to update the address or modify the order, contact our customer service immediately. Once the order has been shipped, no address changes or order modifications can be made.
If a package is undeliverable due to an incorrect address provided by you or if you refuse to accept the package, a 30% fee of the total order value will be deducted from your refund. The remaining amount will be refunded after deducting the fee, and you will be responsible for any additional shipping costs if you request the package to be reshipped.

7. Return Process

7.1 Submit Return Request with Required Information

To ensure a smooth return process, please provide the following information when contacting customer service for a return:
  • Your full name and contact information
  • Order number and order date
  • Product details: brand, model, color (if applicable)
  • Reason for return: e.g., defective product, wrong item received
  • Photos or videos of the product (for defective/wrong items), which must include the product’s barcode, serial number, or QR code (if available)
  • Preferred resolution: refund, store credit, or exchange
Incomplete information may delay or prevent the processing of your return request.

7.2 Return Shipping & Inspection

After your return request is approved, please carefully package the product to avoid damage during transit and ship it back to the address provided by our customer service team.
Upon receiving the returned item, our team will inspect it within 1-3 business days. We are not responsible for any damage or loss of the product during return shipping caused by improper packaging.

7.3 Requirements for Defective Product Returns

For defective products to be eligible for exchange or store credit, they must meet the following conditions:
  • No visible severe physical damage or deep scratches (minor scratches or slight discoloration are not considered defects)
  • All original accessories (e.g., manuals, chargers, packaging) are included and in intact condition

8. Refund & Exchange Processing

Once the returned item is inspected and confirmed to meet our return requirements, we will process your refund or exchange request promptly.
Refunds will be credited back to your original payment method (e.g., credit card, PayPal). The refund processing time is usually 7-10 business days, depending on your bank’s processing cycle.
For exchange requests, please contact our customer service team directly to confirm product availability. If the requested exchange product is out of stock, we will provide you with alternative options or issue a refund.
Note: Shipping costs (both original and return shipping) are non-refundable.

9. Responsibility & Risk During Return

OioVape is not responsible for any loss, theft, or damage to the product during the return shipping process. If the returned item is damaged or missing upon receipt, we will notify you within 24-48 hours and provide further instructions.
If your return request is rejected because it does not meet the policy requirements and you wish to have the item shipped back to you, you must bear the corresponding return shipping costs. We will not ship the item back until the shipping fee is paid.

10. Buyer’s Remorse Policy

We do not accept returns or refunds for items that have been opened or used simply due to buyer’s remorse (e.g., changing your mind after purchase). Returns are only accepted for unopened, unused products that meet the other policy requirements.

11. General Disclaimer

Please check local laws and regulations regarding e-cigarette products before making a purchase. OioVape is not liable for any legal issues arising from the purchase or use of our products that violate local laws and regulations.
OioVape does not provide legal advice. The information on our website is for general informational purposes only. We are not liable for any injury, damage, or defect caused by improper use of lithium-ion batteries or other products. Please familiarize yourself with the safe usage and maintenance guidelines of the products before use.

12. Contact Us

If you have any questions about our Refund and Return Policy or need assistance with a request, please contact our customer service team via email at [email protected].
Thank you for your understanding and support. We strive to provide you with the best possible shopping experience!