Refund and Returns Policy
Thank you for shopping at eusalevape. We value your business and want to ensure you have a transparent experience with our returns and refunds process. Please read our policy carefully before making a purchase.
1. 14-Day Right of Withdrawal (EU Customers)
In accordance with EU consumer protection laws, you have the right to withdraw from your purchase within 14 days from the day you, or a third party designated by you, received the goods, without giving any reason.
2. Conditions for Returns & Hygiene Exception
Due to the nature of our products and strict hygiene and health protection regulations, certain restrictions apply:
- Eligible for Return: Items must be completely unopened, unused, and in their original sealed packaging (with all plastic wraps, security seals, and labels intact).
- Non-Returnable Items (Hygiene Exception): Disposable vapes, pre-filled pods, e-liquids, and atomizers cannot be returned or refunded once the original packaging or security seal has been broken or opened.
3. How to Initiate a Return
To start a return process, please contact our support team at yinl21289@gmail.com with your order number and photos showing that the product’s seal is unbroken.
- Return Address: Do not send items back to the address on the shipping label. Our support team will provide you with the correct EU return warehouse address.
- Return Shipping Costs: Customers are responsible for paying the shipping costs for returning items unless the return is due to our error (e.g., wrong item sent). We highly recommend using a trackable shipping service.
4. Damaged, Defective, or Wrong Items
If you receive a defective item or a wrong product, please contact us within 48 hours of delivery.
- Please provide clear photos or a short video demonstrating the defect.
- Once verified, we will arrange a replacement or a full refund at no additional cost to you.
5. Refunds Process
Once your return is received and inspected by our warehouse team, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment within 5 to 7 business days.