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Ultimo aggiornamento: 13 marzo 2025
1. Overview
A FRIVAPE, we strive to ensure our customers are satisfied with their purchases. However, due to the nature of vaping products (hygiene and safety regulations), our return policy is strictly enforced. By making a purchase on https://frivape.com/, you agree to the terms outlined below.
2. Return Window
We offer a 15-day return policy. You have 15 days after receiving your item to request a return. If 15 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.
3. Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- Unopened & Unused: The item must be in the same condition that you received it, unworn or unused, with tags, and in its original sealed packaging.
- Hygiene Products: E-liquids, coils, disposable vapes, and opened atomizers are exempt from being returned for hygiene and safety reasons unless they are dead-on-arrival (DOA).
- Proof of Purchase: You must provide the receipt or proof of purchase.
4. Defective or Damaged Items (DOA)
If you receive a product that is defective or damaged upon arrival:
- Contact us immediately at frivape@gmail.com within 48 ore of delivery.
- Provide clear photos or a short video demonstrating the defect.
- If the claim is validated, we will offer a replacement or a full refund at no additional cost to you.
5. Return Shipping & Costs
- Customer Responsibility: For “change of mind” returns or incorrect orders made by the customer, you will be responsible for paying for your own shipping costs for returning the item.
- Shipping Origins: Depending on your location and stock availability, you may be asked to return the item to our Magazzino di Shenzhen or our European warehouse. Please contact us for the correct return address before shipping.
- Non-refundable Costs: Shipping costs and any customs duties/taxes paid at the time of purchase are non-refundable.
6. Refund Process
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 notify you of the approval or rejection of your refund based on the item’s condition.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
7. Customs Seizures and Delivery Issues
- Customs Seizures: As stated in our Terms and Conditions, FRIVAPE is not responsible for items seized by your local customs due to regional vaping laws. No refunds will be issued for seized packages.
- Incorrect Address: If a package is returned to us due to an incorrect address provided by the customer, the customer must pay for re-shipping or receive a refund minus the original shipping fee.
8. Cancellation Policy
Orders can only be canceled before they are processed and shipped. Since we aim for fast dispatch from our Shenzhen and European hubs, please contact us at https://frivape.com/contact-us/ within 2 hours of placing your order if you wish to cancel.
9. Contact Us
For all return inquiries, please reach out to our support team:
- E-mail: frivape@gmail.com
- Return Instructions: Do not send items back to the origin address on the shipping label without prior authorization from us.