Refunds & Returns Policy

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Right of withdrawal

Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason. In European Law this is called the right of withdrawal.

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail).

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

You will have to bear the direct cost of returning the goods and any devaluation of the product due to the use of the goods more then neccesary to evaluate the products.  Excluded from the right of witdrawal due to sanitary reasons are tanks, cartridges, clearomizers and drip tips with opened seals, as well as all e-liquids.

Please take note of the fact that we can hold you responsible for any devaluation of the goods in one one of the following cases:

  • Damaged or incomplete products
  • Products with damaged or missing packaging

We also inform you that you are responsible for damage or loss of returned goods.

Refunds

If you did not receive the product within the guaranteed time (45 days not including 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment. If you do not want the product you’ve receive you may request a refund but you must return the item at your expense and the item must be unused.

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside the control of Ecigs Europe (i.e. not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of ecigs-europe.com

Please remember:

  • NO refunds or returns for e-liquids.
  • NO guarantee on atomizers or cartomizers, except DOA.
  • Gereral guarantee is 30 days.
  • Please test all products upon receipt.  Your guarantee will expire whether you used the products or not.
  • The client bears the cost of return shipping to Ecigs Europe.

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Exchanges

If for any reason you would like to exchange your product, perhaps for a different color. You must contact us first and we will guide you through the steps.

Please do not send your purchase back to us unless we authorise you to do so.