Return policy

RETURN & REFUND POLICY

Last Updated: September 21, 2026

At VapeMaxs, we are committed to providing customers with appropriate after-sales support if an order arrives damaged, defective, incorrect or otherwise has a confirmed problem.

This Return & Refund Policy applies to products purchased from www.vapemaxs.com and forms part of the Terms of Service of Shenzhen YiYangWeiPu Technology Co., Ltd., trading as VapeMaxs.

Please contact us before attempting to return any product.

Do not send products to the address printed on the original shipping parcel unless VapeMaxs specifically instructs you to do so.

In most approved after-sales cases, VapeMaxs will resolve the issue through a refund or replacement rather than requiring the customer to return the affected product.

Nothing in this policy excludes or limits statutory consumer rights that cannot lawfully be excluded.

1. CONTACT US BEFORE ANY RETURN

All return, refund, damaged-product and replacement requests must first be submitted to VapeMaxs customer service.

Please contact:

max@vapme.com

Please include:

  • your order number;

  • the product concerned;

  • a description of the issue; and

  • photographs or video where reasonably necessary to demonstrate the problem.

Do not return or ship any product without receiving instructions from VapeMaxs first.

The address shown on your parcel may be a shipping warehouse, logistics facility or fulfillment location and may not be authorized to receive returns.

Sending goods to an unauthorized address may cause loss or substantial delay.

2. DAMAGED PRODUCTS

If a product arrives physically damaged, please contact us as soon as reasonably possible after delivery.

Where possible, please provide:

  • your order number;

  • photographs of the affected product;

  • photographs of the external package;

  • photographs of the shipping label; and

  • a brief explanation of the damage.

Please retain the packaging until the issue has been reviewed where reasonably possible.

Once we confirm that the product was damaged before or during delivery, VapeMaxs will provide an appropriate remedy.

Depending on the circumstances, this may include:

  • a replacement product;

  • a full refund; or

  • a partial refund where appropriate and accepted by the customer.

For a confirmed shipping-damage claim for which VapeMaxs is responsible, VapeMaxs will bear or reimburse reasonable costs associated with the remedy where applicable.

3. DEFECTIVE OR MALFUNCTIONING PRODUCTS

If a product does not function properly, please contact us and describe the issue.

To help determine the cause of the problem, we may reasonably request:

  • photographs;

  • video showing the malfunction;

  • packaging information;

  • batch or product identification information; or

  • other reasonable evidence of the reported defect.

Please do not intentionally dismantle, modify or damage the product in order to demonstrate a problem.

If we confirm that a product has a manufacturing or quality defect for which VapeMaxs is responsible, we will normally offer an appropriate:

  • replacement; or

  • refund.

Where reasonable costs are necessary to resolve a confirmed quality issue for which VapeMaxs is responsible, those costs will be borne or compensated by VapeMaxs as applicable.

Nothing in this section limits statutory rights relating to defective or non-conforming goods.

4. WRONG PRODUCT SENT

If VapeMaxs sends you a product that is materially different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

  • your order number;

  • a photograph of the product received; and

  • a photograph of the product packaging or identifying label where applicable.

Once the error has been confirmed, we will normally arrange either:

  • shipment of the correct product;

  • a replacement; or

  • a refund.

If we require the incorrectly supplied product to be returned, VapeMaxs will provide return instructions.

Reasonable return shipping costs for a confirmed VapeMaxs fulfillment error will be borne or reimbursed by VapeMaxs.

5. MISSING PRODUCTS

If your order arrives with a product missing, please contact us promptly.

We may ask you to provide:

  • your order number;

  • photographs of the parcel;

  • photographs of the products received;

  • the shipping label; and

  • any other information reasonably necessary to investigate the shipment.

Once the missing item has been confirmed, VapeMaxs may provide:

  • the missing product;

  • a replacement product; or

  • a refund for the missing product.

6. REFUNDS OR REPLACEMENTS INSTEAD OF PHYSICAL RETURNS

Because many products sold through VapeMaxs are consumable, sealed, hygiene-sensitive or age-restricted products, VapeMaxs will generally attempt to resolve confirmed after-sales issues through a refund or replacement without requiring the product to be physically returned, where appropriate.

Whether a refund or replacement is offered depends on factors including:

  • the nature of the problem;

  • product availability;

  • order value;

  • available evidence;

  • shipping location; and

  • applicable law.

We may require a physical return where reasonably necessary or where required by applicable law.

If a physical return is required, VapeMaxs will provide the customer with specific instructions and the appropriate return destination.

Never send a product back without receiving our return instructions first.

7. CHANGE-OF-MIND REQUESTS

Except where applicable consumer law provides otherwise, VapeMaxs generally does not accept ordinary change-of-mind returns for opened, used or unsealed vaping products, consumable products or hygiene-sensitive products.

If an unopened and unused product is eligible for a statutory or otherwise approved change-of-mind return, you must contact us before sending the product anywhere.

The product should remain:

  • unused;

  • unopened;

  • sealed where originally sealed;

  • in substantially original condition; and

  • with its original packaging where reasonably possible.

Any statutory consumer rights available in your jurisdiction remain unaffected.

8. OPENED, USED OR UNSEALED PRODUCTS

Due to health, hygiene, safety and product-integrity considerations, an opened, used or unsealed product may not be eligible for an ordinary change-of-mind return where applicable law permits such a restriction.

This may include certain:

  • disposable vaping devices;

  • pods;

  • cartridges;

  • e-liquid products;

  • mouthpieces; and

  • similar sealed personal-use products.

This restriction does not mean that a customer loses statutory rights relating to a product that is:

  • defective;

  • damaged;

  • incorrectly supplied; or

  • otherwise non-conforming.

Such cases will be assessed separately under this policy and applicable law.

9. EU AND EEA CONSUMERS

If you are a consumer located in the European Union or another jurisdiction that provides a statutory withdrawal right for distance purchases, you may have a legal right to withdraw from an eligible online purchase.

For qualifying EU distance contracts, the statutory withdrawal period is generally 14 days from the date on which you or a person designated by you receives the goods.

You do not normally need to give a reason for exercising a statutory withdrawal right.

To exercise an applicable withdrawal right, contact us within the required period at:

max@vapme.com

Please clearly state that you wish to withdraw from the relevant purchase and include your order number.

Where applicable law permits, the withdrawal right may not apply, or may cease to apply, to certain sealed goods that are not suitable for return for health protection or hygiene reasons after the goods have been unsealed.

The applicability of any exception will be determined according to applicable law and the circumstances of the relevant product.

Nothing in this policy is intended to reduce mandatory consumer rights.

10. RETURN SHIPPING COSTS

For products that are confirmed to have been:

  • incorrectly supplied by VapeMaxs;

  • damaged before or during delivery; or

  • defective due to a quality issue for which VapeMaxs is responsible,

VapeMaxs will bear, reimburse or otherwise compensate reasonable return or remedy-related shipping costs where such costs are necessary and applicable.

Do not pay for international return shipping and expect reimbursement without contacting us first.

We may instead determine that a refund or replacement can be provided without requiring the affected product to be returned.

For eligible change-of-mind or statutory withdrawal returns where the customer is legally responsible for return shipping, the customer will bear the direct return shipping cost unless VapeMaxs agrees otherwise or applicable law requires us to bear the cost.

11. REFUND PROCESS

If a refund is approved, VapeMaxs will normally issue the refund using the original payment method where reasonably possible.

The refund amount will depend on the circumstances of the case and applicable law.

Once VapeMaxs has submitted a refund, the time required for the amount to appear in your account may depend on your:

  • bank;

  • card issuer;

  • payment institution; or

  • payment method.

Processing delays controlled by a financial institution are outside VapeMaxs' direct control.

Where applicable law establishes a mandatory refund deadline, we will process the refund in accordance with that requirement.

12. REPLACEMENT PROCESS

Where a replacement is approved, we will arrange for an appropriate replacement product to be sent to you.

If the identical product or variation is unavailable, we may contact you to offer:

  • a comparable replacement;

  • another available option; or

  • a refund.

We will not substitute a materially different product without your agreement.

13. ORDER CANCELLATION BEFORE SHIPMENT

If you wish to cancel an order before shipment, please contact:

max@vapme.com

as soon as possible.

We will make reasonable efforts to cancel an order that has not yet entered irreversible fulfillment or shipment processing.

Cancellation is not confirmed until VapeMaxs confirms it.

If the order has already been shipped, we may no longer be able to intercept the parcel, and applicable return or statutory withdrawal rules will apply.

Where a paid order is successfully cancelled, the applicable amount will normally be refunded using the original payment method.

14. REFUSED, UNCLAIMED OR INCORRECTLY ADDRESSED SHIPMENTS

Customers are responsible for providing accurate and complete shipping information.

Where a parcel cannot be delivered because:

  • an incorrect address was provided;

  • the address was incomplete;

  • the customer refused delivery without a legally valid reason;

  • the customer failed to collect the shipment; or

  • another delivery failure was caused by circumstances attributable to the customer,

any refund will be assessed in accordance with applicable law and the actual circumstances.

Where permitted by law, reasonable shipping, return or carrier costs resulting directly from the customer's error may be deducted from any refund.

This section does not apply where the delivery problem was caused by VapeMaxs or where applicable law requires a different remedy.

15. CUSTOMS AND IMPORT RESTRICTIONS

Vaping and nicotine-related products are regulated differently in different countries and regions.

Customers are responsible for checking whether the products they order may legally be imported, purchased or possessed in their destination jurisdiction.

VapeMaxs may refuse an order where we reasonably believe shipment would violate applicable law or carrier requirements.

Where customs authorities delay, refuse, return or seize a shipment, we will review the circumstances individually.

Refund eligibility may depend on:

  • the reason for the customs action;

  • whether the product was legally permitted at the destination;

  • whether inaccurate information was provided by the customer;

  • whether the shipment is returned to us; and

  • applicable law.

Nothing in this section excludes statutory consumer rights that cannot lawfully be excluded.

16. WHOLESALE AND B2B ORDERS

Wholesale, distributor and other business-to-business transactions may be subject to different after-sales terms.

Unless otherwise agreed in writing, business customers should contact VapeMaxs before returning, disposing of or replacing any wholesale products.

Minimum quantities, case quantities, logistics costs and other commercial conditions may affect the remedy available for B2B transactions.

Consumer withdrawal rights do not necessarily apply to purchases made primarily for commercial resale or other business purposes.

Where VapeMaxs and a business customer have entered into a separate written wholesale or distribution agreement, that agreement will apply to the extent it conflicts with this policy.

17. FRAUDULENT OR ABUSIVE CLAIMS

We reserve the right to investigate requests where there is reasonable evidence of:

  • fraudulent claims;

  • intentionally damaged products;

  • product substitution;

  • altered evidence;

  • materially false statements; or

  • repeated abuse of refund or replacement procedures.

Subject to applicable law, fraudulent claims may be refused and accounts involved in serious abuse may be restricted.

This section does not affect legitimate customer claims or statutory consumer rights.

18. CONTACT INFORMATION

All refund, replacement, cancellation and after-sales requests must first be submitted to VapeMaxs customer service.
Trading as: VapeMaxs

Registered Business Address: C. de Manzanares, 4 Arganzuela, 28005 Madrid
Website: www.vapemaxs.com
Customer Service Email:

Important

Do not send returns to the registered business address or to the address printed on your parcel unless VapeMaxs customer service specifically instructs you to do so.

Where a physical return is necessary, we will provide the appropriate return instructions and destination after reviewing your request.

In most approved damaged, defective or incorrectly supplied product cases, VapeMaxs will attempt to resolve the matter by refund or replacement.