ProVape’s general return window is 30 days from the date an order is received, provided the items are returned in new, unused condition. Items remain the customer’s responsibility until they are received by ProVape, so packaging and shipment should be handled carefully. For delivery issues, there is a stricter timeline: missing or damaged items must be reported within 7 days of delivery. Reporting within that timeframe helps ensure eligibility for resolution, since claims made later may not qualify under the missing/damaged reporting window.
To start a return, the return request is initiated by contacting customer support with the order number and the reason for the return, typically by email. After the return process is started, a prepaid shipping label may be issued by email depending on the reason for the return. Shipping responsibility can vary: when the return is due to a damaged item or an incorrect item shipped, the return is generally handled with no shipping cost to the customer and a full refund may be issued after the item is received back at the warehouse. For returns made for other reasons (such as unwanted items), return shipping charges may be deducted from the refund amount.
Refunds are generally credited back to the original form of payment, excluding shipping and handling charges. If an order originally qualified for free shipping but is later returned for a refund, standard shipping charges and fees may be deducted before the refund is issued. Promotions, discounts, coupons, and free items tied to qualifying purchases may be prorated and reflected in the final refund amount. After processing, a confirmation email may be sent, and it can take one to two billing cycles for the credit to appear on the payment statement, depending on the bank or card issuer.
Certain categories are treated as non-returnable for sanitary and safety reasons. Consumable products and common vaping components are typically not eligible for returns, refunds, or exchanges, including e-juices/e-liquids, disposable pod devices, cartridges, coils, standard batteries, clearomizers, wicks, wire, cotton, tanks, and atomizers. In addition, used items are not eligible for refunds; items must be returned unused, with no exceptions. For disposables specifically, policies may exclude refunds or exchanges on opened disposable devices, reflecting the nature of the product category. For defective items, the process may begin with the manufacturer’s warranty channel; if the manufacturer response is unsatisfactory, customer support can be contacted to proceed with a return review, and proof of damage may be required before approval.
