Last updated: 25 August 2026
This vape returns policy explains how to cancel a consumer order, return an eligible product, or report an item that is damaged, incorrect, or not in conformity with the contract. Vaping products can include sealed mouth-contact components, e-liquid, batteries, and other personal-use parts, so the reason for the request and the product’s condition both matter. Nothing on this page limits a consumer right that cannot lawfully be excluded.
1. Your 14-Day Consumer Right of Withdrawal
If you are a consumer in the European Union or another jurisdiction that provides an equivalent right, you can normally withdraw from an online purchase without giving a reason within 14 days after you, or a person you nominate other than the carrier, receives the goods. For an order delivered in separate parcels, the period normally begins when the last eligible item or parcel is received.
To withdraw, send a clear statement before the 14-day period expires. Use our Contact page or email support@silovape.com with your name, order number, products concerned, and an unambiguous statement that you are withdrawing from the purchase. You do not have to use a particular form. We will acknowledge the request and provide the correct return instructions and address.
After notifying us, return the eligible goods without undue delay and normally within 14 days. For a change-of-mind or other non-defect return, you are responsible for arranging and paying the direct return-shipping cost unless we expressly agree otherwise. If goods are damaged, incorrect, or not in conformity and a return is required, we provide a prepaid method or reimburse the necessary reasonable return-shipping cost where required by law. You are only responsible for diminished value caused by handling beyond what is necessary to establish the product’s nature, characteristics, and functioning.
We refund payments received for the withdrawn goods, including the cost of the least expensive standard delivery option we offered for those goods. Any extra amount paid for a premium delivery method is not required to be refunded. We make the refund without undue delay and normally within 14 days after receiving the withdrawal notice, but we may withhold it until the goods are returned or you supply evidence of return, whichever occurs first. The refund uses the original payment method unless you expressly agree otherwise and incurs no refund fee.
For a plain-language overview of the statutory rules, see the European Union’s official guidance on returns and the right of withdrawal. Local law may provide additional rights.
2. Return Condition and Sealed Personal-Use Products
Please keep products complete, secure, and in their original packaging while deciding whether to return them. Include accessories, manuals, promotional items supplied with the product, and any unopened consumables that form part of the returned set. Do not send a parcel until we issue return instructions.
EU law can exclude the withdrawal right for sealed goods that are genuinely unsuitable for return for health-protection or hygiene reasons after the seal has been broken. This may apply to a sealed disposable vape, mouthpiece, pod, or e-liquid product once its protective hygiene seal has been removed. We do not apply this exception merely because an outer shipping box was opened, and it does not remove remedies for a defective, damaged, incorrect, or misdescribed product.
| Reason for request | Contact timing | Useful evidence |
|---|---|---|
| Change of mind / consumer withdrawal | Send notice within the applicable 14-day period. | Order number and list of unopened, eligible items. |
| Damaged, missing, or wrong item | Contact us promptly after delivery; within 48 hours helps preserve shipping evidence. | Parcel label, outer package, internal packaging, and affected item photographs. |
| Product fault or lack of conformity | Contact us as soon as the issue is identified. Statutory guarantee periods still apply. | Product code, batch information, description, photos or short video, and troubleshooting already attempted. |
3. Damaged, Incorrect, or Non-Conforming Products
Inspect the parcel and products promptly. If an item is damaged in transit, missing, or different from the order, contact us as soon as possible. Reporting transport damage within 48 hours helps us preserve carrier evidence, but failing to meet that practical request does not remove a statutory consumer right.
For an apparent product fault, stop using the item if continued use could be unsafe. Keep the product, packaging, batch or authenticity labels, and accessories. Tell us what happened and, where safe, provide clear photographs or a short video. We may ask you to complete reasonable troubleshooting or return the product for inspection. Do not dismantle, modify, refill contrary to instructions, or continue using a leaking, swollen, overheated, or otherwise unsafe device.
Consumer goods sold in the EU are covered by a minimum two-year legal guarantee when they are faulty or not as advertised, subject to the applicable national rules. The appropriate remedy may be repair or replacement at no cost, including necessary return shipping where required, followed by a proportionate price reduction or refund when required by law. A product is not defective solely because a consumable has been depleted through normal use, because of ordinary wear, or because it was misused, stored improperly, damaged after delivery, or used contrary to instructions.
Advertised puff counts are manufacturer estimates based on testing conditions. Individual puff duration, airflow, power mode, temperature, and usage pattern can change actual yield. This does not excuse a product that materially fails to match its description or applicable conformity requirements.
4. How to Request and Send a Return
- Contact us first. Provide the order number, product, quantity, reason, and the evidence relevant to the request.
- Wait for instructions. We confirm eligibility, the return address, packaging requirements, and whether you must arrange return shipping or we will provide or reimburse a return method.
- Pack the item safely. Protect batteries and liquids from damage or leakage and follow the carrier’s rules for restricted goods. Do not place a loose lithium battery in an unsuitable parcel.
- Keep proof of shipment. Use a trackable service when requested and retain the receipt and tracking number until the case is closed.
- Allow inspection. We confirm the received condition and then provide the remedy required by the circumstances and applicable law.
Returns sent without approval may go to the wrong facility, be refused by a carrier, or be difficult to identify. Do not return a product to its manufacturer or to an address printed on retail packaging unless we specifically instruct you to do so.
5. Refunds, Exchanges, and Order Cancellation
For an approved refund outside the statutory withdrawal process, we initiate payment after the returned item is received and inspected or after we otherwise confirm the remedy. Bank or payment-provider processing time is outside our direct control. If an approved refund has not appeared after the processing time stated by the provider, contact us so we can check the transaction reference.
Where replacement is the appropriate remedy, stock and shipping availability apply. If the same product or variant is unavailable, we will discuss an equivalent replacement, price reduction, or refund. We will not substitute a different product without your agreement.
Contact us immediately to request cancellation before dispatch. A cancellation is not guaranteed after processing starts. If the parcel has already shipped, the consumer withdrawal process or another applicable return process will normally apply. Delivery matters are covered in our Shipping Policy.
6. Wholesale and Business Orders
The statutory consumer right of withdrawal does not normally apply to a purchase made wholly for business or resale purposes. Wholesale returns, surplus stock, agreed samples, freight damage, and commercial warranties are governed by the quotation, invoice, order confirmation, or another written agreement. Business customers should inspect shipments promptly and preserve carton, pallet, seal, and carrier evidence.
Nothing in this section excludes a right or remedy that applies mandatorily to a business transaction. If an individual placed an order mainly for personal use, labelling the order “wholesale” does not by itself remove consumer status.
7. Returns Support
For vape returns or refund help, submit a request through Contact or email support@silovape.com. Do not send payment-card details, account passwords, or unsolicited identity documents. We may ask for information needed to verify the order and prevent fraud.
