Refund and returns policy
This Refund and returns policy was last updated on 24 September 2021.
Policy Overview
Our refund and returns policy last for 30 days from date of purchase. If 30 days have passed since the date of purchase, Super Vape (herein after referred to as the Seller) can’t offer the Buyer a refund or exchange.
To be eligible for a return, the item must be unused and in the same condition that the Buyer received it. It must also be in the original packaging.
Every effort is made to ensure that the product arrives in good working order. The Seller reserves the right to open any product to test it from time to time to ensure that it is in good working order.
The Seller does not buy or sell any second-hand items.
Several types of goods are exempt from being returned, these include, but are not limited to:
- E-juice
- Disposable devices
- Batteries
- Pre-made coils
- Factory coils
The Seller also does not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
To complete the return, the Seller requires a receipt or proof of purchase.
Please do not send the purchase to the manufacturer.
Returns
Warranty
Where a claim of defect or damage is made, the goods shall be returned to the Seller after receiving prior confirmation via e-mail to return such goods.
Transport of returns to the Seller remains the responsibility of the Buyer.
Goods may be opened for inspection before shipping on behalf of the Buyer or by the Buyer’s request.
If an item is found defective and it is still within the manufacturer warranty 30-day period, the item will either be repaired or replaced (if not repairable). If an item or part is not available at that time, a replacement will be ordered from the supplier. Lead times range from 21 to 90 work days, depending on the location of the supplier.
Goods returned must clearly show the invoice number of the purchase on the package. A copy of the proof of purchase should accompany the return.
Refunds
Refunds and warranties will not be applied to goods that have been damaged due to misuse or negligence. Including not correctly following the manufacturer instructions supplied with the product.
With all purchases (other than those listed in this Policy Overview), the Seller passes on a 30-day Manufacturer’s warranty where, if the product is at fault, the Seller will troubleshoot and if that fails, the product will be exchanged. Should any hardware be returned within the 30-day warranty period and found to be faulty, where there is no replacement product, a refund will be processed. The Seller will contact the Buyer for account details.
The Buyer shall inspect the goods immediately upon receipt and shall notify the Seller within 2 working days of delivery confirming via email if the goods are damaged. If the Buyer receive the wrong goods, please do not open them, but contact sales@supervape.co.za or on WhatsApp 071 584 7422 immediately.
If the Buyer fails to do so, the Buyer shall be deemed to have accepted the goods as correct and in good condition. No refund will be made for incorrectly delivered goods that have been opened or compromised in any way by anyone after the goods have left the Seller’s premises.
Please be certain of your purchase as there are no refunds on products sold, unless the item is faulty and qualifies with the relevant Manufacturer’s Warranty Policies.
Every effort is made to ensure that your product arrives in good working order. As mentioned previously, the Seller reserves the right to open any product to test it to ensure that it is in good working order.
Damage due to misuse or negligence
Refunds and warranties will not be applied to goods that have been damaged due to misuse or negligence. Including not correctly following all instructions supplied with the product, tampering with the mechanics or electronics in any way, including software and/or firmware changes.
Returns approval
Once return is received and inspected, the Seller will send the Buyer an email to notify them that the return has been received. The Seller will subsequently also notify the Buyer of the approval or rejection of the refund request.
If the refund is approved, it will be processed, and a credit will be applied to the Buyer’s credit card or original method of payment within 14 days. The Seller will contact the Buyer for the account details.
Late or missing refunds
If the Buyer hasn’t received the refund yet:
- Contact the credit card company, it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@supervape.co.za.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Rewards Points
Rewards Points cannot be refunded.
Exchanges
The Seller only replaces new items if they are defective or damaged (manufacturer defect) when opened. If the Buyer wants to exchange it for the same item, send an email to info@supervape.co.za and we will advise of procedure.
Shipping returns
To return a product, the Buyer should courier the product to the Seller’s address.
The Buyer will be responsible for paying for their own shipping costs for returning the item. Shipping costs are non-refundable. If the Buyer receives a replacement, the cost of return shipping will be paid by the Seller.
Depending on where the Buyer lives, the time it may take for the exchanged product to reach the Buyer will vary.
If the Buyer is returning expensive items, they may consider using a trackable shipping service and purchasing shipping insurance. The Seller can’t guarantee that the they will receive the returned item.
Need help?
If you need assistance with this refund and returns policy, you can contact the us here: info@supervape.co.za