This policy applies to orders placed on the VAPEVO website, operated by LINKECO, whose technical headquarters and return address are located at the following address:

LINKECO / VAPEVO
3 boulevard Michael Faraday, Bat F
77700 Serris
France

This policy defines the conditions applicable to returns, refunds, withdrawal requests, and after-sales service support.

This does not deprive the Client of the legal guarantees to which they are entitled under the Consumer Code and the Civil Code.

1. Right of withdrawal

1.1 Withdrawal period

In accordance with the provisions of the Consumer Code, the consumer Client has a period of fourteen (14) days to exercise their right of withdrawal without having to justify their decision.

This period starts from the day after the Client or a third party designated by them receives the order.

In the case of an order for several products delivered separately, or a product composed of multiple lots or parts with staggered delivery, the period starts from the receipt of the last product, lot, or part.

If the deadline falls on a Saturday, Sunday, public holiday, or non-working day, it is extended to the next working day.

1.2 Terms of exercising the right of withdrawal

To exercise their right of withdrawal, the Client must inform VAPEVO of their decision before the expiration of the fourteen (14) day period.

This request can be made:

• using the withdrawal form attached to this policy;
• or by any clear and unambiguous statement expressing their wish to withdraw, sent to customer service.

The request must clearly identify the order concerned, including the order number, the Client's name, and the products involved.

1.3 Products excluded from the right of withdrawal

In accordance with the Consumer Code, the right of withdrawal cannot be exercised for certain products, notably goods unsealed by the consumer after delivery that cannot be returned for hygiene or health protection reasons.

Specifically excluded from the right of withdrawal are products whose sealed packaging, protective film, seal, blister, or security system has been opened, removed, altered, or unsealed;

• e-liquids, ready-to-vape bottles, nicotine boosters, DIY bases, and concentrated flavors;
• disposable pods, puffs, and pre-filled cartridges;
• resistances, wicks, cottons, drip-tips, pyrex tanks, and other consumables intended to come into contact with the mouth or e-liquid;
• complete kits, rechargeable pods, clearomizers, atomizers, or accessories that have been used, filled, or come into contact with e-liquid.

Personalized products, made according to the Client's specifications or likely to deteriorate quickly, may also be excluded from the right of withdrawal under the conditions provided by law.

1.4 Return of products in the context of withdrawal

When the right of withdrawal can be exercised, the Client must return the concerned products within fourteen (14) days following the communication of their decision to withdraw.

Products must be returned to the following address:

LINKECO / VAPEVO
3 boulevard Michael Faraday
77700 Serris
France

Return costs are the responsibility of the Client, unless otherwise indicated by VAPEVO or by legal provision.

The Client is advised to return the product using a tracked shipping method and to keep proof of shipment. VAPEVO cannot be held responsible for the loss or damage of a package returned by the Client without tracking or insufficiently protected.

Products must be returned complete, in their original packaging, with all accessories, manuals, protective elements, any gifts offered, and documents provided at the time of purchase.

1.5 Condition of returned products and possible depreciation

The Client may handle the products only to the extent necessary to establish their nature, characteristics, and proper functioning.

The Client's liability may be engaged in case of product depreciation resulting from handling other than that necessary to verify its nature, characteristics, and proper functioning.

Thus, any product returned incomplete, damaged, soiled, scratched, used, filled, in contact with e-liquid, or returned without its essential accessories may be subject to refusal of acceptance or a depreciation proportional to its devaluation, after inspection by VAPEVO.

The depreciation will be assessed on a case-by-case basis depending on the actual condition of the returned product.

1.6 Refund in case of withdrawal

In the case of a valid exercise of the right of withdrawal, VAPEVO refunds the Client within fourteen (14) days from the date VAPEVO is informed of the Client's decision to withdraw.

VAPEVO may delay the refund until the products are effectively recovered or until the Client has provided proof of shipment of the products, the date considered being the first of these events.

The refund is made using the same payment method used for the order, unless the Client expressly agrees to another refund method, such as store credit, provided that this refund method does not incur any fees for the Client.

In case of withdrawal covering the entire order, VAPEVO refunds the price of the returned products as well as the initial standard delivery costs, excluding any additional costs resulting from the Customer’s choice of a more expensive delivery method than the standard one offered.

In case of partial withdrawal, only products actually returned and accepted after inspection are refunded. Initial delivery costs may not be refunded if the order kept by the Customer justifies maintaining these costs.

If a gift, free product, or commercial advantage was conditional on a minimum order amount and the return causes the order to fall below this threshold, the Customer must also return the gift or advantage concerned. Otherwise, its value may be deducted from the refunded amount.

2. Returns outside the right of withdrawal

Except when exercising the right of withdrawal, no product return should be made without prior written agreement from VAPEVO customer service.

Any product returned without prior agreement may be refused or sent back to the Customer at their expense.

This requirement for prior agreement does not limit the Customer’s rights under legal warranties but ensures proper identification of the file, the product concerned, and the reason for return.

3. Legal warranties

3.1 Legal warranty of conformity

Products sold by VAPEVO benefit from the legal warranty of conformity provided by the Consumer Code.

This warranty covers non-conformity defects existing at the time of delivery of the product and appearing within the applicable legal period.

In case of confirmed non-conformity, the Customer may benefit, under the conditions provided by law, from repair or replacement of the product.

When repair or replacement is impossible, disproportionate, or cannot be carried out under legal conditions, the Customer may obtain a price reduction or cancellation of the sale with a refund.

3.2 Warranty against hidden defects

The Customer also benefits from the legal warranty against hidden defects provided by the Civil Code.

This warranty may apply when the product has a hidden defect, existing before the sale, making the product unfit for the intended use or so reducing its use that the Customer would not have bought it, or would have paid a lower price, if they had known.

3.3 Commercial warranties and manufacturer warranties

Some products may also benefit from a commercial warranty or a manufacturer’s warranty.

These possible warranties are separate from legal warranties and do not replace them.

The conditions, durations, and terms of manufacturer warranties may vary by brand. In some cases, the product may need to be sent to the manufacturer for inspection, repair, or replacement. Processing times may then depend on the manufacturer involved.

4. Exclusions and Limits of After-Sales Service Coverage

The warranty does not cover defects resulting from misuse, negligence, lack of maintenance, unauthorized external intervention, or damage caused after delivery.

May notably justify a refusal of coverage if the expertise establishes that the defect results from:

• normal wear and tear of the product or its consumables;
• shocks, drops, cracks, deep scratches, broken screens, damaged USB ports, or deteriorated connectors;
• oxidation, infiltration of e-liquid or any liquid into electronic components, notably via the 510 connector, USB port, or product openings;
• use of a charger, cable, battery, or accessory that is unsuitable or not compliant with the manufacturer’s recommendations;
• reversal of battery polarity or use of damaged batteries;
• modification, disassembly, or repair of the product by the Customer or an unauthorized third party;
• non-compliance with manuals, product sheets, safety recommendations, maintenance instructions, or normal usage conditions;
• the absence of elements allowing identification of the product or its origin when such identification is necessary for handling, notably serial number, original box, invoice, or proof of purchase.

These exclusions do not apply when it is established that the defect falls under an applicable legal warranty.

5. After-Sales Service Procedure

5.1 Prior contact with customer service

Before any after-sales return, the Customer must contact VAPEVO customer service to explain the encountered problem.

To enable a quick diagnosis, the Customer is invited to provide:

• their order number;
• their name and contact details;
• the reference of the concerned product;
• a precise description of the encountered problem;
• photographs or a short video showing the defect;
• the serial number, scratch code, security code, or any product identification element when it exists;
• any useful information about the product’s usage conditions.

This step helps avoid unnecessary returns of functional products or simple handling errors, such as battery lock, improperly installed coil, or incorrect settings.

5.2 Return Authorization

If, after analyzing the submitted information, a physical return of the product is necessary, VAPEVO will provide the Customer with return instructions and, if applicable, a return authorization number.

The Customer must not return the product before receiving these instructions.

The product must be returned carefully packaged, complete as far as possible, accompanied by its accessories useful for diagnosis and a copy or indication of the order number.

The Customer must use a tracked shipping method and provide the tracking number to customer service.

5.3 Product inspection

Upon receipt of the product, VAPEVO conducts a qualitative and technical inspection.

VAPEVO strives to process after-sales service requests within an indicative period of seven (7) business days from receipt of the returned product. This period may be extended if additional expertise, manufacturer return, or high activity periods are necessary.

6. Outcome of after-sales service inspection

6.1 Defect confirmed and covered by legal warranty

If the defect is confirmed and covered by a legal warranty, VAPEVO proceeds, according to applicable legal conditions, with repair or replacement of the product.

If repair or replacement is impossible, disproportionate, or cannot be carried out under the conditions provided by law, VAPEVO may offer a price reduction, a refund, or, with the Customer’s express agreement, store credit.

When coverage is validated under a legal warranty, reasonable return shipping costs incurred by the Customer may be reimbursed upon presentation of proof, based on a standard postal rate with tracking appropriate to the product concerned.

Refunds, when due, are made via the same payment method used for the order, unless the Customer expressly agrees to another refund method, such as store credit.

6.2 Defect not confirmed or product excluded from warranty

If the inspection shows that the product functions normally, and the issue results from misuse, normal wear, lack of maintenance, damage caused by the Customer, or a case expressly excluded from the warranty, the claim may be denied.

In this case:

• The Customer’s initial shipping fees are non-refundable;
• VAPEVO informs the Customer of the diagnostic result;
• The Customer may request reshipping of the product at their own expense;
• Reshipping fees are communicated to the Customer before any return.

No reshipping fees will be charged without prior information to the Customer.

7. Specific products: puffs, cartridges, clearomizers, atomizers, and consumables

Puffs, prefilled cartridges, clearomizers, atomizers, coils, and other vaping consumables are products subject to specific conditions due to their nature, variable usage duration, possible contact with the mouth or e-liquid, and applicable hygiene rules.

7.1 Opened or used products

For hygiene and health protection reasons, unsealed, opened, started, filled, or used products cannot be returned under the right of withdrawal when they can no longer be resold for these reasons.

This notably concerns opened e-liquids, used puffs, opened prefilled cartridges, used coils, used drip-tips, filled clearomizers, and kits that have come into contact with e-liquid.

7.2 Apparent defects at delivery or immediate defects

Any apparent defect at delivery or immediate defect found on a puff, prefilled cartridge, clearomizer, or new consumable must be reported to customer service as soon as possible, ideally within forty-eight (48) hours following actual delivery, with carrier tracking as proof.

This notably concerns:

• product received broken or damaged;
• significant visible leakage upon receipt;
• puff or cartridge clearly non-functional from first use;
• incomplete product or reference error;
• damaged packaging or product unfit for use upon receipt.

The Customer must provide photographs or a video showing the problem, as well as the order number and, when available, the product’s serial number or identification code.

After this period, VAPEVO may refuse claims concerning an apparent defect that should have been reported promptly after delivery, unless the Customer proves that the defect was not apparent or falls under an applicable legal warranty.

This rule does not prevent the application of legal warranties when their conditions are met.

7.3 Normal wear and consumables

Coils, wicks, cotton, cartridges, puffs, clearomizers, and other consumables have a variable lifespan depending on usage frequency, type of e-liquid used, power applied, vaping frequency, storage conditions, and maintenance performed.

Phenomena related to normal wear or improper use are not covered, including burnt taste due to poor priming, coil used at excessive power, leakage resulting from incorrect assembly, wick drying out, clogging, breakage after use, or damage caused by unsuitable e-liquid.

8. Product error, missing product, or damaged package

In case of preparation error, missing product, product received different from the one ordered, or damaged package, the Customer must contact customer service as soon as possible after receiving the order.

The Customer must provide:

• the order number;
• photographs of the package received;
• photographs of the products received;
• a precise description of the problem;
• any reservation made with the carrier, if applicable.

When the error is confirmed and attributable to VAPEVO, an appropriate solution will be proposed to the Customer: shipment of the missing product, replacement, return costs covered, refund, or credit with the Customer’s agreement.

9. Customer responsibility during return

The Customer is responsible for properly packaging the returned product.

The product must be properly protected to avoid any breakage or damage during transport.

When the return is initiated by the Customer, especially in the case of withdrawal, the risks related to the return transport remain the Customer’s responsibility until the package is received by VAPEVO.

It is therefore recommended to use a tracked shipping method appropriate to the value of the product.

10. Products purchased with voucher, promotional code, or commercial advantage

When a product has been purchased fully or partially using a voucher, credit note, promotional code, or commercial advantage, the refund is made taking into account the amount actually paid by the Customer.

The amount paid using a credit note or voucher can be credited back in the same form.

The amount actually paid by credit card or other payment method can be refunded via the same payment method, unless the Customer expressly agrees to another refund method.

11. Customer service contact

For any return, withdrawal, refund, or after-sales service request, the Customer can contact VAPEVO customer service via the contact form on the website or by email at the following address:

support@vapevo.com

To facilitate processing of the request, the Customer is invited to indicate their order number and attach any useful elements for analyzing their request.

Appendix 1 — Withdrawal form

Please complete and return this form only if you wish to withdraw from the contract, when the right of withdrawal applies.

To the attention of:

LINKECO / VAPEVO
3 boulevard Michael Faraday
77700 Serris
France

I hereby notify you of my withdrawal from the contract concerning the sale of the product(s) listed below:

Order number:
……………………………………………………………………

Ordered on:
……………………………………………………………………

Received on:
……………………………………………………………………

Consumer(s) name:
……………………………………………………………………

Consumer(s) address:
……………………………………………………………………

Product(s) concerned by the withdrawal:
……………………………………………………………………

Consumer(s) signature only if this form is notified on paper:

……………………………………………………………………

Date:
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