Returns & Refunds
Our Return Policy in short
You must contact NovaVapes before returning any items.
Once the product is opened, it cannot be exchanged.
To avoid any Customs charges please clearly mark the package ‘RETURNED GOODS’.
Only unopened and presentable for sale items are subject to refund
Items sent for investigation must include order information and a brief description of the issue
Buyer is responsible for returning products for investigation or refund at their cost.
Due to new BREXIT regulations, customers from the EU no longer pay VAT on orders. However, the customer is now liable for paying any customs charges or import fees upon receipt of their parcel. If the parcel is returned to us due to a none payment, the amount in fees will be deducted from the total order refund.
You must contact NovaVapes before returning any items.The customer must verify address where appropriate and asked to verify if the address information is accurate. At the point of complaint, the customer must contact NovaVapes and provide information relevant and a valid reason for complaint.
You can return the product within 14 days of delivery. Where the product is not opened and all seals are intact, refund will be given upon receipt.
We therefore recommend sending via tracked and signed. If the product is not in a condition suitable for resale or used the product shall not be refunded.
Make sure to include contact information with the return and if possible, please provide us with a tracking number.
NovaVapes suggests you get a receipt and a package ID for the return from the delivery service, as it makes it easier to follow the return shipment if needed.
NovaVapes will make a refund of eligible returns.
If you paid by invoice, we will need a bank account number to transfer the money back to. The easiest way is to e-mail it to us along with a brief description of your case.
Returning A Package
If a returned item is shipped internationally, please clearly mark the package ‘RETURNED GOODS’, to avoid any Customs charges.
NovaVapes is not responsible for any return Customs charges made.
Any charges incurred are the responsibility of the customer.
If the product is damaged via transport, inform us as soon as possible and we can work towards a solution and assist with possible claims where possible.
If you notice the package is damaged before handover, reject the delivery and ask them to Return To Sender (RTS).
NovaVapes does not take responsibility for damage by postal service or courier where our products are adequately packaged.
NovaVapes takes no responsibility or control over the speed or timing of postal services and couriers.
We can provide proof of postage upon request. If your order is delayed after shipping, contact the courier / postal service in question.
Shipping is not a reflection of processing time. Shipping will reflect the service provided from the postal service or courier.
Customer must have waited the alloted time before claiming a refund on a parcel being missing.