Refund & Returns Policy
Last Updated: June 2026
At EU Vape Top, customer satisfaction is important to us. We strive to provide high-quality disposable vape products and reliable service for both retail and wholesale customers.
If you experience any issues with your order, please review the policy below before submitting a return or refund request.
Return Eligibility
You may request a return within 15 days of delivery if all of the following conditions are met:
- The product is unused and unopened
- The original packaging remains intact
- You can provide a valid order number
- The item is in resalable condition
All return requests require prior approval from our support team.
Non-Returnable Items
For hygiene and safety reasons, the following products are not eligible for return or refund:
- Opened disposable vape devices
- Used products
- Opened e-liquid products
- Opened pods, cartridges, or coils
- Clearance or final-sale products
- Promotional or free gift items
Products damaged through misuse, improper storage, modification, or unauthorized repair are also not eligible.
How to Request a Return
Before returning any item, please contact our support team.
Please provide:
- Order number
- Product name
- Reason for return
- Photos or videos (if applicable)
After review, we will provide return instructions if your request is approved.
Unauthorized returns may be refused.
Damaged, Defective, or Incorrect Items
If you receive:
- A damaged product
- A defective device
- An incorrect item
- Missing items
Please contact us within 48 hours of delivery.
Include:
- Order number
- Clear photos or videos
- Photos of the package and shipping label if available
After verification, we may provide:
- A replacement product
- Store credit
- A partial refund
- A full refund
depending on the situation.
DOA (Dead on Arrival) Policy
If a device is non-functional upon arrival, please notify us within 48 hours after delivery.
Photo or video evidence may be required for verification.
Approved DOA claims may qualify for:
- Free replacement
- Store credit
- Refund solution
at our discretion.
Refund Policy
Approved refunds will be issued to the original payment method whenever possible.
Refund Processing Time
- Return inspection: 1–3 business days
- Refund approval: 1–3 business days
- Payment provider processing: 3–10 business days
Actual processing times may vary depending on your payment provider.
Refund Deductions
If a refund is requested due to customer-related reasons, such as:
- Change of mind
- Wrong product selected
- Incorrect order information provided
the following charges may be deducted:
- Payment processing fees
- Currency conversion fees
- Shipping costs
- Return shipping costs
If the issue is caused by EU Vape Top, no deduction will apply.
Shipping Costs
Original shipping fees are generally non-refundable.
Return shipping costs are the customer’s responsibility unless:
- The product is defective
- The wrong item was shipped
- The order contains verified fulfillment errors
Lost Packages
If a package is confirmed lost during transit, we will investigate the shipment with the carrier.
Depending on the outcome, we may provide:
- Reshipment
- Store credit
- Refund
Delays caused by customs inspections, weather conditions, transportation disruptions, or force majeure events are not considered lost packages.
Refused or Undeliverable Orders
If an order is:
- Refused by the recipient
- Returned due to an incorrect address
- Unclaimed by the customer
we reserve the right to deduct:
- Original shipping costs
- Return shipping costs
- Handling fees
from any eligible refund.
Order Cancellation
Orders may be canceled before shipment.
If the order has not yet been processed or dispatched, a full refund will be issued.
Once an order has been shipped, cancellation is no longer possible.
Wholesale Orders
Wholesale and bulk orders may be subject to separate refund, replacement, or warranty terms.
For large-volume purchases, please contact our sales team before placing your order.
Customs & Regulatory Responsibility
Customers are responsible for ensuring that vape products are legal to import and use in their destination country or region.
EU Vape Top is not responsible for orders delayed, seized, restricted, or rejected due to local laws or customs regulations.
Where available, DDP shipping services may be used to simplify customs clearance.
Need Assistance?
Customer Support
Email:
sales@euvapetop.com
Business Hours:
Monday – Friday
09:00 – 18:00 (CET)
Response Time:
Usually within 24 hours.
Thank you for choosing EU Vape Top.
We are committed to providing reliable products, fast delivery, and professional customer support.