Refund and Returns Policy
At RootVape, we are dedicated to ensuring that our customers have a seamless and satisfying shopping experience when purchasing disposable vapes, whether for personal use or through wholesale/bulk orders. Our refund policy is designed to be clear, fair, and efficient, ensuring that your needs are met while maintaining the integrity of our operations across Europe. Please review the terms below to understand our process for handling refunds.
1. Order Cancellation and Refund Eligibility
We understand that plans can change after placing an order. If you need to cancel your order, please notify us within 24 hours of your purchase. If your order has not yet been processed or dispatched, we will issue a full refund.
Orders that have entered the processing or shipping stage are subject to different terms, as outlined below.
2. Refund Requests After 24 Hours
After the initial 24-hour window, most orders will have entered the processing or shipping stages. Refund requests made after this period may still be considered under certain conditions:
- Partial refunds of up to 50% may be issued in specific cases where the order has not been shipped but has incurred processing costs.
- No refund will be granted if the order has already been dispatched, as we are unable to intercept packages in transit.
3. Refunds After Shipment
Once an order has been shipped and a tracking number has been issued, it becomes ineligible for a refund. Unfortunately, we cannot retrieve or recall packages once they are in transit. We strongly encourage you to carefully review all details before confirming your purchase to avoid any issues post-shipment.
4. Damaged or Faulty Products
At RootVape, we take pride in offering top-quality disposable vapes from trusted brands. However, in the rare event that you receive damaged or faulty products, we are committed to resolving the issue promptly. You are eligible for a replacement or refund under the following conditions:
- Claims for damaged goods must be made within 7 days of receiving your order.
- We may request photographic evidence of the damage for quality assurance purposes.
5. Customs and Insurance
We ensure that all orders shipped to European countries are insured during transit. In the event that your order is held or confiscated by customs and not released after a reasonable period, RootVape will offer a full refund of the purchase price.
Please note that while we will assist with any customs issues, any delays or issues caused by customs authorities are beyond our control.
6. Incorrect Shipping Information
It is the customer’s responsibility to provide accurate shipping information. If an order is returned to us due to incorrect details (e.g., an incomplete or wrong address), the customer will be responsible for the additional shipping costs required to reship the order.
7. Wholesale and Bulk Buy Refunds
For customers purchasing disposable vapes in bulk or through our wholesale services, our refund policy differs slightly:
- Bulk orders are generally non-refundable once shipped due to the size and nature of the order.
- In cases where there is a dispute over product quality or incorrect items were shipped, partial refunds or exchanges may be offered after a detailed review of the claim.
All bulk orders undergo stringent quality checks before shipment to ensure the products meet the highest standards.
8. How to Request a Refund
To request a refund, please follow these simple steps:
- Contact us via email at [email protected] or through our website’s support section within the specified time frame.
- Provide your order number and a brief description of the issue.
- We will review your request and provide a response within 3-5 business days.
Customer Support
At RootVape, we strive to deliver the best disposable vapes across Europe, ensuring fast, insured shipping and quality assurance. If you have any questions or concerns, please don’t hesitate to contact our customer service team at [email protected]. We are here to assist you in resolving any issues swiftly and fairly.
By shopping with RootVape, you agree to the terms outlined in this refund policy. Our goal is to provide a smooth and risk-free experience for both retail and wholesale customers while purchasing from Europe’s top disposable vape brands.