NewVaping  Service Return Policy

For customer service or questions about Newvaping Returns - Please file a help request in our CUSTOMER SUPPORT PORTAL or click the "..." on the lower right side of any page to contact us via online customer service.

Customer Service is available between Monday - Friday 9AM and 5PM 

Returns - PLEASE READ OUR RETURN POLICY IN ITS ENTIRETY BEFORE FILING A RETURN.

Please send return inquiries to our CUSTOMER SUPPORT PORTAL

 

We cannot accept returns for e-cigarettes, e-liquids, tanks, atomizers, batteries, charges, disposable e-cigarettes, refill pods and free gifts that have been opened, unless faulty.

Unwanted products:

Unwanted items or entire orders can be returned to us within 14 days from the date you received it.

  1. You must notify us within 14 days of receiving the products via customer service or contact us at info@newvaping.com
  2. Returned items must be received within 5 days after receiving the return label.
  3. Once we receive your item, we will inspect it. If your return is approved, we will initiate a refund to your credit card or original method of paymentexcluding any postage charges originally paid. You will receive the credit within 3 workings days.
  4. To be eligible for a return, your itemsmust be unused and in the same condition that you received it and in the original packaging.
  5. If the returned items are not in conformity with the order, we will only refund the received products that meet the above conditions.

 

Missing refunds:

  1. We will refund the product value back to the payment method originally used. We cannot refund for the designated account. If you haven’t received a refund for a long time after returning your items, please contact us and your card issuing bank or company in time.
  2. If you have any questions about the refund amount, please check if you have used any discount coupon on your order page. If you still have any questions, we're here to help.

 

Product Warranty:

  1. The products are covered by a 6 month warranty period from the date of receipt other than e-liquid, tank, coil, batteries, charges
  2. The product warranty is guaranteed for the non-human quality problem such as cannot charge, procedural problem, not working. Accidental damage or damage caused by wear or tear or mishandling is not covered by this warranty such as leaking, or dry hit, etc. Please use the products properly following the product user manual.
  3. If you start to encounter problems with an item purchased through NewVaping, please get in contact at info@newvaping.com. You should write your name, order number, specific problem and upload a video in the email. Our customer services team will be in touch to resolve the problem and provide video tutorials in 1 - 3 days after receiving your email.
  4. We may require the faulty items to be returned to us for a technician to test and diagnose the problem. If there have any manufacturer defects, we will offer return service excluding any postage charges originally paid or replacement product. If the item is deemed to be faulty due to user error or mishandling, the warranty will be void. You can require us to send back the products in 14 days, the delivery expenses shall be born by the customer. If you don’t need the faulty items anymore, we will discard them directly.
  5. All hardware must be returned in the original packaging, including the accessories and packaging box. If the returned items are not in conformity with the order, we will only refund the received products that meet the above conditions.

 

Items in my orders are incorrect:

  1. If your order arrived incorrectly, please contact our customer services team, we will endeavour to resolve the issue. The quickest and easiest way is to re-order what you need and then contact us to issues the returns. This way you will receive the correct items quickly and your refund will be processed.
  2. If you have an issue or query regarding your order or products or not entirely satisfied with your purchase, please contact us, we're here to help. To be eligible for a return, your item must be unused and in the same condition that you received it. All hardware must be in the original packaging.

 

Atomizers and tanks:

Atomizers and tanks are supplied with a 'dead on arrival' service. The customer must contact NewVaping within 24 hours of receiving their order for the warranty to be applicable. Contacting us after this period will mean that we cannot offer a refund or return.

 

International return faulty items:

Please contact us if you are an international customer, we're here to help.