Our Philosophy

We would always love to provide our customers with high-quality e-cigarettes, however, sometimes the products you receive might not perform as expected upon delivery or after time for reasons beyond our control. In such cases, you may contact our support team to ask for a replacement or a refund. Please do use them first to test whether they work well when you receive your order.

For USA Customers

Returns & Exchange Policy

  1. Return Period

    • You may return most new, unopened items within 14 days of delivery for a full refund.

  2. How to Initiate a Return

    • Contact our customer service team at support@3avape.com with your order number and reason for return.
    • We will provide you with a Return Merchandise Authorization (RMA) number and instructions for returning the item. USA Customers products will be returned to our USA warehouse.

  3. Return Conditions

    • Items must be returned in their original condition, unused, and with all original packaging.
    • Return shipping costs will be covered by 3avape if the return is a result of our error (you received an incorrect or defective item, etc.).

  4. Refunds

    • Refunds will be processed within 14 days of receiving the returned items.
    • The refund will be issued to the original payment method.

  5. Non-Returnable Items

    • For safety and sanitary purposes, we will not accept returns on the following items: opened or used cartridges, replacement coils, drip tips, replacement glasses, atomizers, rechargeable batteries, and clearance products.

  6. Opened or Used Items

    • If a non-defective item is opened and used, we will not accept it back under any circumstances and they are not subject to a refund. For unopened or unused items, buyers are responsible for return shipping cost.

Warranty Service

 

  1. Product Warranty

    • For hardware purchases (Mod, Kit, Tank), each product purchased directly from our website comes with a 90-day Limited Warranty from the time of purchase.

  2. Warranty Eligibility

    • To be eligible for service under warranty, you must initiate a return process by contacting our support team within 90 days of the original purchase.
    • The 90-day Limited Warranty excludes coverage for damage resulting from accidents, abuse, disassembly, customized modification, or user error. Incidental and consequential damages are not covered under this warranty.

For UK Customers

Returns & Exchange Policy

  1. Right to Cancel

    • As per the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods. To exercise this right, please notify us in writing or via email within this period.

  2. How to Initiate a Return

    • Contact our customer service team at support@3avape.com with your order number and reason for return. We will provide you with a Return Merchandise Authorization (RMA) number and instructions for returning the item. UK Customers products will be returned to our UK warehouse.

  3. Return Conditions

    • Items must be returned in their original condition, unused, and with all original packaging intact.
    • For hygiene and safety reasons, we cannot accept returns of e-liquids, coils, pods, or any item where the seal has been broken, unless the item is faulty.
    • Use a tracked delivery service to return the goods. We cannot be held responsible for items lost or damaged in transit.

  4. Refunds

    • Refunds will be processed within 14 days of receiving the returned goods.
    • If the items are returned because they are faulty or incorrect, we will refund the cost of the return postage.
    • For returns due to other reasons, return postage costs will be the customer's responsibility.

  5. Faulty or Incorrect Items

    • Contact us immediately at support@3avape.com with your order number and details of the issue. We will arrange for a replacement or refund and cover the return postage cost for the faulty or incorrect item.

  6. Exchanges

    • If you wish to exchange an item, contact us at support@3avape.com with your order number and details of the item you wish to exchange. You will be responsible for the cost of returning the original item.

  7. Exclusions

    • E-liquids, coils, pods, disposable vape devices, and items where the seal has been broken are excluded from the return policy unless they are faulty.

Warranty Service

 

  1. Product Warranty

    • Most products come with a 90-day warranty from the date of delivery.

    • If a product is found to be defective within this period, contact our customer service team at support@3avape.com.

  2. Warranty Exclusions

    • The warranty does not cover damage caused by misuse, abuse, or modification of the product.
    • Incidental and consequential damages are not covered under this warranty.


Frequently Asked Questions


1. What should I do with an DOA (dead on arrival) item?
Despite that we have an extensive testing before shipment, we could not 100% avoid this problem. Please test the items first after delivery. If there are defective items, please contact our support team within 2 business days, then we could solve the problem for you in a timely manner.

2. Should I send the defective item back?
It’s not necessarily that the defective items should be sent back for refund or exchange, unless the manufacturer has specific requirement on it. Kindly note that all the Original Brands require S/N (serial number) & security code before providing replacements. We recommend you to keep the package or take a picture of the useful information before you discard it. If your item is defective unfortunately, please contact us via Email (support@3avape.com) with following information:
1) Order number
2) Product name
3) Problem description
4) Picture of S/N (serial number) & security code
5) Video/ video link or picture

3. When will I receive a replacement?
Usually we will arrange shipment for the replacement after the problem is approved. Please note that if you happen to have placed new orders, we would add the replacement in the new order.

4. Do you accept shipping method of envelop?
We Do Not accept envelop shipping method on returned items. Please do confirm our return shipping address before you post them back, or we will not be responsible if they are lost. Please note that we are not responsible for lost packages, we suggest that you choose registered airmail or express shipping that are with tracking number to trace the package.

Refund Details

Many thanks for your patience and support, hope this piece of the message can help you. As for the refund, please read the following:

1. What Kind of Situation Need I contact 3avape to get a refund?
Due to placing wrong orders, receiving defective items, exchanging shipping method. And anything that might be related to money difference.

2. How Did you contact 3avape to get a refund?
Due to system limitations, after place an order, the customers cannot be canceled the order by themself. If you want to cancel the order to get a full refund or partial refund. Please contact our support team: support@3avape.com, just send an email to us with your order number and Transaction ID. and describe the problem you are facing now. We will help you solve the problem.

3.How Long Did I Get Refund?
Credit card Payment: Usually will be returned within 48 hours.
If over 3-7 days still not get a refund, please contact support@3avape.com or your bank account service to get further help.

Many thanks for your patience and support so much. Any further question, can contact support@3avape.com or check the page of https://www.3avape.com/pages/return-warranty