At DrVaper we are committed to high-quality products and a great shopping experience. This page explains when a product can be returned or exchanged, and how to request it.
Return policy terms
1. When a return is accepted
A product can be returned if it is:
- In factory condition: unopened and unused.
- In its original packaging, with no scratches, breakage or damage.
- Accompanied by the original purchase receipt.
- Reported to us, with a return request, within 24 hours of receiving the product.
2. When a return is not accepted
- Products that have been used or whose packaging has been opened.
- Goods damaged through misuse.
- Products with breakage, scratches or drop marks.
- Any return or exchange request that reaches us more than 24 hours after the product was received.
- Consumable products, such as e-liquids, once opened.
- Offers and discounted items are not returnable unless there is a manufacturing defect.
3. How to request a return
- Contact customer service by WhatsApp or phone within 24 hours of receiving the product.
- Provide the order details, the invoice number and the product you want to return, with a photo or video showing the fault.
- The request is reviewed within 3 business days.
4. Refunds
If the return request is approved:
- The amount is refunded to the original payment method (credit card or cash).
- Processing the refund may take 5 to 10 business days.
5. Exchange
- If a product has a manufacturing defect or differs from its description, you can request an exchange for a similar product, provided you report it within 24 hours of receipt.
- The exchange is free when the fault is a manufacturing defect.
- Exchange does not cover products with breakage or drop marks, or faults caused by misuse, such as charging the device with a fast charger or using an e-liquid that does not suit the pod or coil (salt nicotine on shisha/freebase coils, or the reverse).
6. Shipping and return fees
- The customer pays the return shipping, unless the error was ours.
- For damaged or defective products, we cover the shipping cost.
Important notes
- Please check your order as soon as you receive it: any fault must be reported within 24 hours of receipt.
- We are not responsible for damage caused by improper use of the products.
- Management reserves the right to amend this policy without prior notice.
Contact
For any further questions, please contact our support team:
- Phone and WhatsApp: 0567679449
- Email: drvaper.sa@gmail.com
