Returns and Refunds

HomeReturns and Refunds

At 24hvape.shopCustomer satisfaction is our top priority. We understand that some products may not meet your expectations, which is why we have implemented a clear and fair return and refund policy.

1. General Conditions of Return

You have the right to return a product within a period of 30 days following receipt of your order, in accordance with the following conditions:

  • The product must be not used, not open and in its original packaging.

  • All returned items must be in new conditionwith no signs of wear, damage or tampering.

  • Returns must be accompanied by a proof of purchase (order number, invoice or payment confirmation).

⚠️ For health and safety reasons, opened, used or damaged disposable e-cigarettes cannot be returned or refunded.

2. Return procedure

To initiate a return request :

  1. Contact our customer service by email at info@24hvape.shop or by WhatsApp at +852 5934 6722 within 30 days of receipt.

  2. Please enter your order numberthe product concerned and the reason for return.

  3. We will provide you with return instructions, including the return address.

📨 No goods will be accepted without prior request for return and approval from our customer service department.

3. Return shipping costs

  • Return shipping costs are at the customer's expense.In the event of an error on our part (incorrect, defective or damaged product on receipt).

  • We recommend that you use a delivery service with tracking and proof of delivery. We are not responsible for packages lost on return.

4. Refunds

Once we have received and inspected the returned item :

  • If the return is approveda full refund (excluding initial delivery costs) will be made according to the original method of payment.

  • Repayment is generally processed under 7 to 10 working days from receipt of the return.

  • You will receive an email confirmation once the refund has been processed.

5. Defective or Damaged Products

If you receive a defective, damaged or incorrect product :

  1. Please contact us 48 hours following receipt with clear product photos and packaging.

  2. We will analyze the case and, depending on the situation, we will perform a replacement, a credit noteor a reimbursement at no extra charge.

6. Exchanges

We do not offer direct exchanges. If you would like another product, you must :

  1. Return the original product (as described above),

  2. Spend a new order separately for the desired replacement product.

7. Undelivered or Returned Orders

  • In the event of an incorrect address or failed delivery due to the absence of the recipient, and if the parcel is returned to us, penalties will apply. forwarding expenses will apply.

  • Unclaimed orders are not refunded. non-refundableunless otherwise agreed.

8. Contact & Support

If you have any questions about returns, refunds or problems with your order, please do not hesitate to contact our customer service department:

We are available Monday to Friday, from 9am to 8pm (CET).

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