Returns and claims

1. Introduction

This policy applies to consumers who buy from the EasyVapor shop at easyvapor.store. It sits alongside EU consumer rights, including the 14-day right of withdrawal for distance sales where that right applies, and the legal guarantee of conformity. Nothing in this policy limits those statutory rights.

Orders are Cash on Delivery. You pay the courier when the parcel arrives. For returns, claims or withdrawal you can use the online form below, email [email protected], or the contact form. Include your order number where you have one. You do not need a customer account.

2. Refusing an unpaid COD parcel

As an additional EasyVapor Cash on Delivery service, you may refuse an unpaid parcel at delivery without paying for the goods. This voluntary service is separate from, and does not limit, your statutory withdrawal and legal-guarantee rights.

Whether a courier charges a separate refusal or return-handling fee depends on the destination country and courier. Parcel-inspection rules also depend on the destination country and courier. If the outer packaging is visibly damaged, follow the courier’s damage-report procedure before you accept and pay.

3. Right of withdrawal (14 days)

As a consumer you may withdraw from a distance contract within 14 days without giving a reason. The period is counted from the day you take possession of the goods. To meet the deadline it is enough that you send your withdrawal notice before the period expires.

You may use the online form in the next section or the model withdrawal form further down, but its use is not obligatory. You may also withdraw by making any other clear statement before the withdrawal period expires — for example by email to [email protected].

The right of withdrawal may not apply where a product was supplied with a genuine health or hygiene seal, is not suitable for return for health or hygiene reasons, and that seal was broken after delivery. Whether this exception applies depends on the product, its packaging and applicable national law. This does not affect rights relating to defective or non-conforming goods.

We will reimburse you without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or you provide evidence that they have been returned, whichever occurs first. The reimbursement includes the cheapest delivery option we offered. Return shipping for a withdrawal without a defect is paid by the consumer, unless we agree otherwise or the goods are defective or non-conforming.

Because COD orders are paid to the courier, we may ask you to expressly agree to receive the refund by bank transfer or another available method. You will not be charged any refund fee.

We will provide the return address and packing instructions without undue delay after we receive your notice. Waiting for our instructions will not reduce your statutory rights or cause you to miss a return deadline where the delay is attributable to us. The registered geographical return address will be published here when it can be shown as verified public information.

4. Withdraw from contract

This online function is available without logging in. Fill in your name, order details and the email address that should receive confirmation. After you submit, we send an immediate confirmation to that email, including what you submitted and the date and time.

5. Legal guarantee (defects, wrong items and transit damage)

We are responsible for goods that are not in conformity with the contract, in line with EU consumer law. This includes a different product from the one ordered, goods damaged in transit before you take possession, and defective products. Please contact us as soon as reasonably possible if you receive a wrong, damaged or defective product. Asking you to notify us promptly does not limit your statutory legal-guarantee rights, which are generally available for at least two years and may be longer under national law.

Where reasonably possible, please attach photos of the product, packaging and shipping label. Photos help us assess the claim more quickly but are not the sole condition for exercising statutory rights.

Depending on applicable law, you may initially request repair or replacement, unless the chosen remedy is impossible or disproportionate. For disposable vapes, repair is usually not realistic, so we typically offer replacement or a refund. A price reduction or termination and refund may be available where repair or replacement is not possible, is refused, fails, or cannot be completed within a reasonable time without significant inconvenience. We cover return or replacement shipping for accepted legal-guarantee claims.

6. Lost parcels

If the parcel has not arrived by the expected delivery date, please contact us promptly so that we can investigate with the courier. This notification request does not limit your statutory rights. Unless you arranged the carrier yourself, the risk of loss before delivery remains with us. If the parcel is confirmed lost, we will provide a replacement or refund at no additional cost.

7. How to file a request

1. For withdrawal, use Withdraw from contract or send a clear statement by email. For a defect, wrong item, damage or a missing parcel, email [email protected] or use the contact form.
2. Include your name, order number, delivery address and what happened.
3. Where reasonably possible, attach photos of the product, packaging and courier label. Photos are not required to exercise statutory rights.
4. We will send the return address and instructions without undue delay. Do not ship the product back until we confirm the address, unless we agree otherwise or you need to return it to meet a statutory deadline and the delay is attributable to us.

8. Refunds after Cash on Delivery

Most orders are paid to the courier on delivery, so a card chargeback is not available. We will reimburse you without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or you provide evidence that they have been returned, whichever occurs first.

Because COD orders are paid to the courier, we may ask you to expressly agree to receive the refund by bank transfer or another available method. You will not be charged any refund fee.

9. Business buyers

This policy applies to consumers. Orders placed by businesses, resellers or other professional buyers are governed by separate B2B terms. Order quantity alone does not determine whether a customer is a consumer or a business buyer.

10. Model withdrawal form

You may use the model withdrawal form below, but its use is not obligatory. You may also withdraw by making any other clear statement before the withdrawal period expires, including the online form above.

A registered company name and geographical address are required on this model form under EU consumer-contract rules. They will be inserted here when they can be published as verified public information. Until then, send the form by email or use the online withdrawal function, which issues an immediate email confirmation.

11. Contact

Email: [email protected]
Withdraw: online withdrawal form
Tracking: Track order · FAQ: FAQ