At ROX Vape, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your product, please review our Refund and Returns Policy below. This policy outlines how we handle returns, refunds, and exchanges for products purchased from our website.

1. Returns and Exchanges

We accept returns and exchanges for products that meet the following conditions:

  • Defective or Damaged Products: If your product is defective or damaged upon arrival, we will offer a full refund or a replacement. Please contact us within 7 days of receiving your product.

  • Incorrect Product: If you received the wrong product, please notify us within 7 days and we will arrange an exchange or refund.

  • Unused and Unopened Products: We accept returns for unused and unopened products within 7 days of delivery, provided the items are in their original packaging and in a resalable condition.

    • Note: Disposable vapes, e-liquids, or any opened consumables cannot be returned for health and safety reasons.

How to Initiate a Return:

  • Contact our customer support team at [[email protected]] with your order number and a description of the issue.

  • We may request photo evidence of the defective or incorrect product to process your return or exchange.

2. Refunds

If you are eligible for a refund under this policy, we will process your request within 7-10 business days after receiving your returned product. Refunds will be credited back to the original payment method used for the purchase.

Refund Conditions:

  • Refunds for Defective or Damaged Products: We will issue a full refund for defective, damaged, or incorrect items, including the cost of shipping (if applicable).

  • Refunds for Unused Products: If the product is unused and unopened, you will be refunded the full price minus any shipping fees.

  • Refunds for Opened Consumables: Unfortunately, due to health regulations, we cannot offer refunds for opened consumables like e-liquids, disposable vapes, or pod systems unless the product is defective.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or refunded:

  • Disposable Vapes (if opened)

  • E-Liquids (if opened)

  • Pod Systems (if opened)

  • Used or opened accessories (such as mouthpieces, coils, etc.)

Please ensure that you inspect your products upon delivery to confirm they are in the condition you expect. If you have any concerns about your purchase, please contact us immediately.

4. How to Return a Product

To return an item, follow these simple steps:

  1. Contact Customer Support
    Reach out to our customer service team at [[email protected]] within 7 days of receiving your order. Provide your order number, product details, and reason for return.

  2. Return Authorization
    After reviewing your return request, we will provide you with a Return Authorization (RA) number and the address for returning your product.

  3. Ship the Item Back
    Package your item securely in its original packaging (if possible) and send it back to the address provided by our support team. Please keep a copy of the shipping receipt for tracking purposes.

  4. Processing Your Return
    Once we receive the returned item and verify the condition, we will process your return, exchange, or refund as applicable. Please note that you are responsible for any return shipping costs unless the product was defective, damaged, or incorrect.

5. Shipping Fees

  • Return Shipping Costs: Customers are responsible for the cost of return shipping unless the item is defective or incorrect.

  • Original Shipping Costs: Shipping fees paid at checkout are non-refundable, except in cases where the product is defective or an error was made in processing the order.

6. Exchanges

If you would like to exchange a product, please follow the same process as for a return, and we will either provide you with a replacement or send you a new product of your choice, subject to availability.

7. International Returns

For international orders, please note that customs duties and taxes paid are non-refundable. You are responsible for the return shipping costs and any applicable customs fees.

8. Customer Service

If you have any questions regarding our Refund and Returns Policy or need assistance with a return or refund, please feel free to contact us.

9. Changes to This Policy

ROX Vape reserves the right to modify or update this Refund and Returns Policy at any time. Any changes will be reflected on this page with an updated “Last updated” date. We encourage you to review this policy periodically to stay informed about our return procedures.