Return and Exchange Policy

Thank you for choosing DEUNOW Store as your Vape product supplier. We are committed to providing high-quality Vape products, and we are here to assist you in case you are dissatisfied with your purchase or encounter any issues. Before making a purchase, please take a moment to read our return and exchange policy.


**Section 1 - Acceptable Return Range:**


**Products eligible for return or exchange include:**

1. Disposable Vapes with battery issues rendering them non-operational.
2. Disposable Vapes with severe leakage affecting their usability.
3. Disposable Vapes with damaged LED screens.
4. Rechargeable products with damaged charging ports (excluding non-rechargeable disposables).
5. Disposable Vapes with automatic ignition issues.
6. Products that do not match the received order.


**Products NOT eligible for return or exchange include:**

1. Disposable e-cigarettes (undamaged and functional) and prefilled pods.
2. Failures or damage caused by unauthorized repairs or modifications.
3. Products that have reached the end of their expected lifespan.
4. Failures or damage caused by excessive force, such as drops or misuse.
5. Failures or damage due to not following the recommended operating instructions (refer to the user manual).
6. Failures or damage due to improper use, including water damage, leakage, and fire damage.
7. Cosmetic damage (aesthetic issues) or scratches caused by surface finishes.
8. Any product modifications will automatically void the warranty.
9. Defects caused by normal wear and tear or other aging-related issues.
10. Items beyond our warranty period.
11. Special offers, free gifts, and discontinued products.
12. Personal preferences or purchasing errors, such as:
- Disliking the flavor.
- Purchasing rechargeable disposables after being informed and still insisting on non-rechargeable disposables.
- Not inquiring about product details, not understanding product information, not reading product descriptions, and directly purchasing products, then requesting returns.



**Section 2 - How to Return or Exchange:**

Please note: If you purchased a product from the physical store, and encounter issues, you must seek assistance at the original store of purchase. If you encounter issues with an online order, please follow the online return process. We will refuse to process orders that are mishandled in this regard, such as attempting to return a website order at a physical store or requesting online customer service for issues related to in-store purchases.


**Online Website Return Process:**

Within 2 days of receiving your package, please promptly inspect and test the purchased products. If a product exhibits severe issues and meets the return/exchange criteria, send an email to to initiate a return/exchange request. Ensure that your email includes the following information:

- Order number
- Order details
- Detailed information and quantity of damaged items
- Description of the issue with the damaged product
- Video of the issue with the damaged product
- Photo of the SKU code on the damaged product's external packaging

We will review your request within 1-2 business days and provide a resolution. Please note that customers are responsible for return shipping costs, while the merchant will cover the cost of re-shipping.


**Part 1 - Return Process and Terms:**

If your website order meets the return/exchange criteria and is approved, the following processes and terms apply:

**Return Product Shipping Time:** After the return/exchange request is approved, you have 7 days to ship the return/exchange product. For exchange cases, the merchant will initiate a second shipment within 7 business days.

**Refund Method:** Refunds will be issued using the original payment method. Refunds will include the purchase price of the product but will not cover any shipping or tax charges.


**Part 2 - Exchange Process and Terms:**

For exchange requests, the following processes and terms apply:

**Product Exchange:** You may choose to exchange the product for an alternative one. Please note that if the selected product has a higher price than the original product, you will be required to pay the price difference. If the selected product is priced lower than the original product, the merchant will refund the price difference using the initial payment method.

**Shipping Time:** The merchant will initiate a second shipment within 7 business days of receiving the return product.

**Additional Notes:**

We are committed to processing your return/exchange requests within a reasonable timeframe. However, please understand that certain situations may require additional processing time. If you have any questions or need assistance, please feel free to contact our customer service team. We are dedicated to providing you with the best support possible, and we thank you for choosing DEUNOW Store!

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