Return & refund policy

Please read these conditions carefully before contacting us for a return, refund or exchange.

Return and exchange period

You have 3 days from receipt of the goods to check that the products are in perfect working order. No refunds or exchanges are possible after this period.

Order changes & cancellations

Address changes or cancellations can be made at any time until dispatch by e-mail to info@solavape.de possible. If the parcel has already been sent, cancellation is excluded.

Undelivered consignments

If a parcel cannot be delivered due to an incorrect address or rejection by the recipient, we will retain a processing fee of 30 % for refund requests.

Items excluded from return

The following are not returnable: Free samples and promotional items, wholesale orders, orders placed individually via sales staff and opened, flawless items.

Permitted returns

Returns will only be accepted for demonstrably defective products. A restocking fee of 50 % will be charged for opened, defect-free returns.

Non-returnable products

Completely excluded are all opened or manipulated goods as well as for hygiene and safety reasons: E-liquids, mouthpieces, cartridges, coils, tanks, vaporisers, vaporiser heads, batteries and chargers. Items with damage, water damage or signs of tampering cannot be refunded either.

Return process

Please contact us at info@solavape.de with the following details: Name, order number, order date, item description, reason for return, picture or video evidence of the defect and your desired solution (refund, credit note or exchange). Incomplete information will result in delay or rejection.

After confirmation, you will dispatch the item at your own expense. The inspection takes 1 to 3 working days after receipt.

Refunds & exchanges

Chargebacks to the original payment method will be processed within 7 to 10 business days; crediting may take up to 10 additional days depending on the bank. Shipping costs will not be refunded.

Promotional items

Only items at regular price are refundable. Sold out items will not be reordered - in the event of an exchange, we will contact you to select a replacement product.

Disclaimer

solavape accepts no liability for injuries or damage caused by improper handling of lithium-ion batteries. All contents of this website are for general information purposes only. Please inform yourself about the applicable regulations in your country before purchasing.