This page explains how returns, replacements, and refunds work for B2B wholesale orders placed with estvape. Read it once before your first order — it tells you what’s covered, what’s not, and how the process works in practice.
1 · 14-day DOA replacement window
If any SKU arrives dead on arrival (DOA) — meaning it doesn’t fire, doesn’t charge, or shows visible factory defect on first inspection — we replace it free of charge within 14 calendar days of the carrier’s delivery scan. Photos of the defect plus the batch / serial number must be supplied. We then ship a replacement on the next standard fulfilment day. No restocking fee.
2 · Damaged-in-transit cover
All shipments leave our warehouse photographed. If a carton arrives visibly damaged (crushed, open, wet, loose product), photograph it before signing the courier’s PDA, and contact us within 48 hours. We open a freight claim and either replace the damaged product or refund it, depending on the courier’s assessment.
3 · Wrong-SKU shipped
If we ship an SKU different from your order, contact us with your order number. We collect the wrong product at our cost and ship the correct one within one EU working day, or refund the line if you prefer.
4 · What we do not accept as returns
- Opened retail packs.
- Flavours your customers didn’t like (consumable, used).
- Devices that have been cycled through a full charge / discharge cycle.
- Orders older than 30 days (except DOA in the 14-day window).
5 · Restocking fee
We do not charge a restocking fee on DOA / damaged / wrong-SKU returns. Custom-configured orders (mix-flavour cartons drawn specifically for your shop) are non-returnable if you change your mind after we’ve shipped, unless the SKUs themselves are defective.
6 · Refund timing
Approved refunds are processed within 5 EU working days to the original payment method. SEPA refunds typically clear the buyer’s bank on day 6–7. Card refunds appear on the buyer’s statement on day 7–14 depending on the card issuer.
7 · How to file a return
- Email vapevex@coze.email with your order number and photos of the issue.
- We reply within one EU working day with an RMA number.
- You ship the affected SKUs to our returns address (we provide).
- We inspect and replace / refund within 3 working days of receipt.
8 · Country-specific consumer rights
EU consumer law (Directive 2011/83/EU and 2019/771/EU) gives individual retail buyers a 14-day right of withdrawal on distance sales. As estvape is a B2B-only distributor, this directive does not directly bind us to your retail customers. However, we strongly recommend you honour a similar 14-day return window at retail to comply with national consumer-rules transposed from these directives.
This policy is part of estvape’s standard B2B terms. A signed wholesale agreement may include additional provisions.