Return policy - Revised

Important note: Please read this returns policy carefully before contacting us at brentkeish86@gmail.com regarding returns, refunds or exchanges.

Return and exchange periods

Your order will be delivered within up to 3 days. Our return policy applies for 3 days upon receipt of the goods. Check all purchased items immediately upon receipt to ensure that they are in perfect working order. After this 3-day period has expired, we are unfortunately no longer able to grant returns or refunds.

Order changes and cancellations

Make sure that your delivery address is correct. If changes are necessary, you can request cancellations or address changes by e-mail to brentkeish86@gmail.com up to the time of dispatch. Cancellations are no longer possible after dispatch.

Undelivered consignments

If customers refuse a parcel or if delivery cannot be made due to incorrect addresses and a refund is requested, we will charge a handling fee of 30% of the amount paid.

Excluded items from return/refund

The following articles are not returnable:

  • Free products or promotional samples
  • Customised orders via sales partners (contact your representative)
  • Wholesale orders
  • Already opened, functional articles

Permitted returns

We only accept Defective products for return. Functional items will not be taken back. A restocking fee of 50% will be charged for returned, opened but faultless items.

Non-returnable product categories

For hygiene and safety reasons, the following items are generally excluded:

  • All goods that have already been opened or used
  • E-cigarette oils/e-liquids
  • Mouthpieces and drip tips
  • Cartridges and pods
  • Vaporiser heads (coils)
  • Opened tanks/RDA/RDTA devices
  • Vaporiser cores
  • Winding wire
  • Wadding and wicking material
  • Tanks and clearomisers
  • Vaporiser
  • Rechargeable batteries and batteries
  • Chargers

Important: Items with physical damage, water damage or signs of tampering cannot be returned.

Disclaimer

We accept no liability for discolouration or packaging defects in e-liquids. Product responsibility lies with the customer, who waives all legal claims.

Return procedure

Our customer service team at brentkeish86@gmail.com will assist you with the returns process.

1. information required for return applications

For the processing we need complete:

  • Full name
  • Order number
  • Order date
  • Exact product name (brand, model, colour)
  • Reason for return (e.g. defective product, wrong item)
  • Photo/video evidence of the defect incl. barcode, serial number and QR code
  • Desired processing (refund, credit note or exchange)

Attention: Incomplete information will result in the rejection of the return request.

2. return and appraisal

Once your application has been approved, pack the device carefully and send it back to us at your own expense. The assessment and processing takes 1-3 working days after receipt of the goods.

3. requirements for defective articles

Defective items must fulfil the following conditions for exchange or credit:

  • No physical damage or deep scratches
  • No return for minor visual defects
  • All original accessories must be included
  • Careful packaging (transport damage due to inadequate packaging is at your expense)
  • Article must not be on the exclusion list

Refunds and exchanges

We will process your request accordingly once we have completed our review. For refunds to the original payment method, please inform us by e-mail. Processing will take place within 7-10 working days after receipt of goods. The credit to your account may take a further 10 days due to bank processing.

Note: Shipping costs will not be refunded.

Refund process

Upon receipt and review of your return, we will notify you by email of acceptance or rejection. Authorised refunds will be automatically transferred to your original payment method within 3-7 working days.

Special offers and clearance items

Only regularly priced items are refundable. Promotional items are generally non-returnable. We cannot guarantee identical replacements for sold-out items as these are not re-ordered. If an item is sold out between purchase and exchange processing, we will contact you to select a replacement item.

Shipping risk and responsibility

We accept no liability for lost, stolen or damaged returns. We will notify you within 24-48 hours in the event of damaged parcels or missing/wrong products.

If your return does not fulfil our conditions and you wish to return the items, you will be responsible for the shipping costs. Items will only be returned after payment of the shipping costs.

Buyer's remorse

Returns of items that have been opened or used but are in perfect condition will not be accepted.

Shipping conditions

Check local, regional and national laws before purchasing. swrvape accepts no responsibility for any illegal purchases made through our website.

Cash on delivery: We do not offer cash on delivery.

Legal information

swrvape does not offer legal advice. All information is for general information purposes only and may not be up to date.

Disclaimer for lithium-ion batteries: swrvape accepts no responsibility for damage caused by improper battery use. Ensure basic knowledge and proper care of your batteries.

Please contact us if you have any questions: brentkeish86@gmail.com