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ALIVAPE team strives to serve you with 100% AUTHENTIC and high quality vape products, but the item you received might not perform as expected by the time it's delivered or after a time for reasons beyond our control. In such cases, you may contact us and ask for a replacement or a refund. Please do use them first to see whether they can work well when you receive your order.
7 Days Money Back Guarantee
We offer a 7-day-money-back guarantee on our vape products (excluding free gifts, clearance items, E-liquids and gift cards) from the date you received it without any reason. You should return the item in its original condition to us. After we receive the returned items, we will offer you a refund excluding actual shipping fees already incurred.
3 Months Warranty
We have certain guarantee period for our products from the date of delivery. Most vape products usually come with 3 months warranty. You will receive a replacement as long as it is determined to be a manufacturing defect.
Some non-returnable items:
Free gifts: Sometimes we will offer you a small gift in your package, and this free gift can be exempt from return.
Clearance products: The clearance products are always sold at a loss, unfortunately these clearance items cannot be returned for refund.
E-liquids: For sanitary and safety purposes, the E-liquids cannot be applied for refund.
Gift cards: We're sorry, our Gift Cards and eGift Cards can't be exchanged for cash. However, if you return merchandise purchased with a ALIVAPE Gift Card, the refunded amount will be credited directly back to your ALIVAPE Gift Card.
DOA, Missing and Wrong Items
We feel very sorry for the defected item you received. Though we have an extensive testing before shipping, we can't 100% avoid this problem.
All "Dead on Arrivals" (DOA), Missing, or Wrong Item claims can be reported to us within 48 hours from the time you received. Please inspect your items carefully upon receiving it, it is your responsibility to check within the time span and notify us of any problem. Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and is not covered by warranty.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 3 months after delivery.
Please note that returned parcel would have custom clearance risks and related fees with international shipping that we have to deduct the fees from the refund.
Refunds (if applicable)
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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next 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 firstname.lastname@example.org.
If you need a return service, send us an email at email@example.com for return address. 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 $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.