Refund & Returns Policy
This policy explains how EU Vape Box handles withdrawal requests, unopened returns, defective products, missing or incorrect items, transit damage and delivery-related problems.
Nothing in this policy limits any mandatory consumer rights that apply under the law of the customer’s country.
1. Contact Us Before Returning a Product
Do not send any product back without contacting EU Vape Box and receiving return instructions.
To request assistance, provide:
- Your order number
- Your name and delivery email
- The affected product and quantity
- A clear description of the issue
- Photographs of the outer parcel and its shipping label
- Photographs of the products inside the parcel
- A complete unboxing video, if available
- A clear video showing any reported product fault
Large videos may be sent through WhatsApp.
Returns sent without prior approval may be delayed, refused by the warehouse or sent to the wrong location.
2. Withdrawal and Unopened Products
Where a statutory right of withdrawal applies, an individual consumer may request withdrawal within 14 days after receiving the goods.
Products must remain unopened, unused, undamaged and in their original sealed packaging. Once a sealed vape, e-liquid, pod or other product has been opened, it may not be eligible for return where the health, hygiene or product-safety exception applies.
To exercise a statutory withdrawal right, contact us before the applicable deadline. The customer is normally responsible for the direct return shipping cost for a change-of-mind return, unless applicable law requires otherwise.
After receiving a valid withdrawal request, refunds will be handled within the period required by applicable law. We may wait until the returned goods arrive, or until the customer provides evidence that they have been sent back.
3. Products That Cannot Normally Be Returned
The following products cannot normally be returned unless they are faulty, incorrect or otherwise covered by mandatory consumer law:
- Opened or used disposable vapes
- Opened e-liquids or prefilled pods
- Products with broken hygiene or security seals
- Products damaged by misuse, improper storage or accidental damage
- Products returned without their original packaging and included accessories
- Products that cannot be identified as part of the relevant order
A change of flavour preference, dislike of a product or failure to read the product specifications does not make an opened product eligible for return.
4. Defective Products
For faster assistance, report visible or immediately apparent product problems within three days of delivery.
Please provide a clear video showing:
- The complete product
- The product label or batch information
- The reported problem
- Any charging or operating attempt relevant to the issue
The three-day reporting request helps us investigate quickly but does not replace or reduce any mandatory legal guarantee that applies to the purchase.
Normal wear, depleted e-liquid, depleted disposable battery, accidental damage, incorrect charging, water damage, unauthorised modification and misuse are not manufacturing defects.
If a claim is accepted, we will provide an appropriate remedy. Depending on the circumstances and applicable law, this may include replacement, repair where practical, a price reduction, account credit or a refund.
Where the customer agrees, an approved replacement may be included with the customer’s next order.
5. Missing or Incorrect Items
If an item is missing or incorrect, contact us immediately after delivery.
A complete unboxing video is the strongest evidence because it shows the parcel before and during opening. If no unboxing video is available, provide:
- Photographs of the unopened outer parcel, if available
- A photograph of the shipping label
- Photographs of the parcel after opening
- Photographs showing all products received
- The order number and details of the missing or incorrect item
Claims without an unboxing video may require warehouse inventory and packing-record verification before a decision can be made.
When a claim is confirmed, we will provide an appropriate remedy. If the customer agrees, replacement items may be included with the next order.
6. Products Damaged During Delivery
Please report visible transit damage within 12 hours of delivery so that we can preserve evidence and contact the warehouse or carrier promptly.
Provide:
- Photographs of every side of the outer parcel
- A clear photograph of the shipping label
- Photographs of the internal packaging
- Photographs or video of the damaged products
- An unboxing video, if available
Do not discard the parcel, packaging or damaged products until the investigation is complete.
A delayed report may make a carrier investigation more difficult, but it does not remove any mandatory rights that apply to the customer.
7. Lost Parcels and Interrupted Tracking
Check the tracking information regularly and contact us if it has not updated for two working days.
If the carrier was arranged by EU Vape Box, we will assist with the investigation and handle the order in accordance with applicable delivery and consumer law.
Customers must provide a complete and accurate name, street address, postcode, telephone number and email address. We are not responsible for avoidable delivery problems caused by incorrect or incomplete information to the extent permitted by law.
8. Failed Delivery and Returned Parcels
The customer is responsible for monitoring tracking and being available to receive the parcel.
Additional costs or losses caused by the following may be charged to the customer to the extent permitted by law:
- An incorrect or incomplete address
- A missing or invalid postcode
- Failure to collect the parcel
- Repeated failed delivery attempts
- Refusal of delivery without a valid legal reason
- Failure to respond to carrier requests
Returned-parcel tracking may not always confirm that the warehouse physically received the parcel. Any return is considered received only after the warehouse confirms physical receipt.
Some carriers may dispose of restricted or undeliverable products instead of returning them. For example, certain DHL returns may be destroyed and may not be recoverable or reshipped. Contact us immediately when a delivery problem appears in tracking.
9. China Warehouse and Special Orders
China warehouse products are not displayed as regular website stock and are handled through individual confirmation.
Estimated delivery is normally two to three weeks. Available insurance, customs procedures, destination restrictions and compensation terms will be confirmed before payment.
Do not place or pay for a China warehouse order until the product, destination, delivery method and applicable insurance terms have been confirmed in writing.
10. Return Shipping
Do not return products to the address printed on the original parcel unless we specifically instruct you to do so.
For an approved change-of-mind return, the customer normally pays the direct return shipping cost.
Where products are confirmed to be faulty, damaged, missing or incorrect, the costs and remedy will be handled according to the circumstances and applicable mandatory law.
We recommend using a tracked return service and retaining the shipping receipt. EU Vape Box is not responsible for an independently arranged return parcel until it has been received by the authorised return location.
11. Refund Processing
Approved refunds will be issued using an available and appropriate refund method.
Processing time may depend on the original payment method, bank and destination country. We will notify the customer when a refund has been processed.
We may withhold a change-of-mind refund until the returned goods have been received or the customer has supplied acceptable evidence of return, where permitted by law.
Original premium or express delivery upgrades may not be refundable beyond the cost of standard delivery.
12. Business Customers
Orders placed primarily for a trade, retail, distribution or other business purpose may not receive all rights that apply specifically to individual consumers.
Business claims will be handled according to the order agreement, warehouse conditions, this policy and applicable law.
13. Contact Information
Email: support@euvapebox.com
WhatsApp: +86 151 7776 7311
Support hours:
- 6:00 AM–7:00 PM CET
- 7:00 AM–8:00 PM CEST
We normally respond within 15 minutes during support hours. Assistance is available in English, German, Polish, Spanish, Italian and Dutch with the help of translation tools.