Refund Policy

You may request an order cancellation and refund within 12 hours after placing your order, provided that the order has not yet been processed or shipped.

To cancel your order, please contact our customer support team as soon as possible:

Email: support@velivape.com

After 12 hours, orders may already be packed, processed, or forwarded to the shipping or customs handling stage. In this case, cancellation may no longer be available.

If more than 12 hours have passed since your order was placed, we may not be able to cancel the order.

In certain cases, if the parcel has not yet been shipped and can still be retrieved from the processing or customs handling stage, Velivape may offer a partial refund of up to 50% of the order amount. This is because handling, processing, and parcel retrieval costs may already have been incurred.

If your order has already been shipped or a tracking number has been issued, the order cannot be canceled or refunded due to cancellation.

If you receive a damaged, defective, or incorrect product, please contact our customer support team within 48 hours of delivery.

To help us review the issue quickly, please provide:

• Your order number
• A clear description of the issue
• Clear photos or an HD video showing the product problem
• The product packaging and shipping label, if applicable

Once we verify the issue, we may arrange a replacement, exchange, or refund depending on the specific situation.

To be eligible for a return, the following conditions must be met:

• The product must be unused, unopened, and in its original packaging.
• The product must be in resellable condition.
• You must provide valid proof of purchase, such as an order number or receipt.
• The return request must be made within 14 days of receiving the product.

Due to hygiene, safety, and product integrity reasons, opened or used vape products cannot be returned unless the product is confirmed to be damaged, defective, or incorrectly shipped.

The following items are not eligible for return or refund:

• Opened or used products
• Products no longer in original condition or packaging
• Products returned more than 14 days after delivery
• Products damaged due to misuse, improper storage, or customer handling
• Gift cards, promotional items, or final-sale items, if applicable

To request a return, please follow the steps below:

1. Contact Customer Support
   Email us at support@velivape.com with your order number and reason for return.
2. Provide Required Information
   If the item is damaged, defective, or incorrect, please include clear photos or video evidence.
3. Wait for Return Authorization
   Our support team will review your request and provide return instructions if your return is approved.
4. Ship the Product Back
   Please use a trackable shipping method when returning your item. Velivape is not responsible for return packages that are lost, delayed, or not received.
5. Inspection and Processing
   After we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed back to your original payment method.

Refunds are usually processed within 5–10 business days after approval. Please note that your bank, card provider, or payment processor may require additional time to post the refund to your account.

Original shipping fees are non-refundable unless the return is due to our error, such as a damaged, defective, or incorrect item.

If your product is approved for exchange due to damage, defect, or incorrect shipment, we will arrange a replacement based on product availability.

If the same product is unavailable, we may offer an alternative item, store credit, or refund.

Unless the return is caused by product damage, defect, or incorrect shipment, customers are responsible for return shipping costs.

We recommend using a trackable shipping service or purchasing shipping insurance. Velivape is not responsible for returned packages that are lost, delayed, or not delivered to us.

Customers are responsible for providing accurate shipping information when placing an order.

If a package cannot be delivered due to an incorrect address, incomplete information, refusal of delivery, or customer-related error, the customer may be responsible for additional shipping fees.

For customs-related issues, Velivape will review each case individually. If a parcel is detained by customs and cannot be released, we may offer a replacement or refund depending on the destination country, shipping status, and specific circumstances.

Please note that customs-related refund or resend coverage may not apply to certain regions or special destinations. Contact our support team for details before placing an order if you are unsure about your region.

Once an order has been shipped and a tracking number has been issued, the order cannot be canceled.

Please carefully check your order details, shipping address, email address, and contact information before completing your purchase.