NewVaping Return Policy

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

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

 

Newvaping Customer Service is available between Monday - Friday 6AM and 2PM.

 

Refund Time

If your refund is approved, we will initiate a refund to your credit card or original method of payment excluding any postage charges originally paid. You will receive the refund within 3 workings days.

 

Missing Refunds

  • 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.
  • 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.

 

Unwanted Products

  • You must notify us within 14 days of receiving the products via customer service or contact us at info@newvaping.com
  • Returned items must be received within 5 days after receiving the return label.
  • Once we receive your item, we will inspect it. If your return is approved, you will receive the refund within 3 workings days.
  • To be eligible for a return, your items must be unused and in the same condition that you received it and in the original packaging.
  • We will only refund the received products that meet the above conditions.

 

Incorrect Items

  • If your order arrived incorrectly, please contact our customer service 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 after we receive the returning products.
  • If you have any query regarding your order or products, please contact us for help. To be eligible for a return, your item must be unused and in the same condition that you received it. All items must be in the original packaging.

 

Product Warranty

  • The products are covered by a 6 month warranty period from the date of receipt other than e-liquid, tank, coil, batteries, chargers, disposable e-cigarettes, refill pods and free gifts.
  • 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.
  • If you 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 service team will be in touch to resolve the problem in 1 - 3 days after receiving your email.
  • 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 to return the products in 14 days, the delivery expenses shall be born by the customer.
  • All hardware must be returned with original packaging, including the accessories and packaging box. We will only refund the received products that meet the above conditions.

 

Batteries, Chargers and Variable Voltage Mods

These items come with a one month guarantee and have a life expectancy of 3-6 months. This does not affect your statutory rights. The guarantee covers any manufacturer defects and covers any repairs, or replacements, if deemed to be faulty or beyond repair. If the product has been damaged in any way by the customer we reserve the right to refuse a refund or return

 

Mechanical Mods

A 30 days manufacturer’s guarantee is applied to all mechanical mods. Please note that Mechanical Mods are for experienced users ONLY. NewVaping accepts no responsibility for the potential damage caused by the incorrect assembling of any mechanical mod. Incorrect building of the mechanical mod can cause damage to your equipment and as such NewVaping accepts no responsibility for the damage caused as this damage is the result of improper construction.

 

E-Liquids and Drip Tips

Our warranty does not extend to these items due to the nature of the products. For health and safety reasons, as well as hygiene, we cannot offer warranty on either. This is unless our staff determine that the item received is the incorrect item.

 

Atomizers, Clearomizers and Cartomizers

If a product is Dead on arrival. The customer must contact us within 24 hours from receiving the item in order for the warranty to be applicable. Contacting us after this allotted period will mean that we cannot offer a refund or return. Please note that this also applies to multipacks.

Tanks/RDA/RDTA are covered on dead or damaged on arrival we do give a 30 day warranty which if there is any fault with the tank we will refund or replace after the 30 days we will not offer a refund or replacement.  

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