Returns & Exchanges
We want nothing more than for our customers to feel they receive quality products and high-quality service. After you receive your order, we offer a 14-day return policy on any DOA (dead on arrival) or unused items, factory sealed in the manufacturer’s original packaging. All we ask is that you cover all shipping and insurance costs associated with returning unwanted items and they are returned in the same condition they arrived in.
Please inspect and test all products upon receiving your order, the 14-day return window begins regardless of whether the products were opened or not. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
After the 14-day return period ends, we try our best to provide as much assistance as possible with any manufacturer defect problems that may arise. We value your business, and always try to work out the best possible solution to issues on a case-by-case basis. We strive to be as reasonable and fair as possible and hope our customers reciprocate.
To initiate a return or exchange, please contact customer service with your order number and the reason for your request.
We cannot accept returns of consumable items such as battery cells, e-liquids, drip-tips, cotton, wire or replacement coils.
Our return policy does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, dropping products, water or liquid damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical.
We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.
All clearance and sale items are non-refundable and ineligible for returns, refunds, or exchanges.
Wrong or Missing Order
If we make an error when fulfilling your order, please contact customer service within 48 hours of receiving your package to initiate a claim. We make sure to correct any fulfilment mistakes as quickly as possible, and sincerely apologise for any inconvenience.
Incorrectly received items must be returned to us and we do not expect you to bear the cost of the shipping. We will provide you with a prepaid return label to send back the product(s) free of charge or reimburse you for the cost of shipping on our behalf. If we do not receive the item(s) within 14 days, we reserve the right to charge the original card used to make your purchase for the full amount of the product(s).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return has been approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
Where applicable, we issue store credit in the form of a coupon code for the value of the returned product(s) after receipt and inspection of returned merchandise.
Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.
To return your product, you should mail your product to: Vapekulture, L1-03 Jaya Shopping Centre, Jalan Semangat, Seksyen 14, Petaling Jaya, 46100 Selangor, Malaysia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over RM500, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.