Returns and right of withdrawal

1. Your right of withdrawal (consumers)

If you are a consumer resident in the EU, you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period runs from the day on which you, or a third party nominated by you other than the carrier, take physical possession of the goods.

To exercise the right, send us a clear statement — an email is enough:

• Email: [email protected]
• Post: VAPEXXL GmbH, Landsberger Allee 117, 10407 Berlin, Germany

A model withdrawal form is provided at the end of this page. Using it is not obligatory.

2. What can and cannot be returned

Item	Returnable within 14 days?
Unopened, sealed nicotine products in original packaging	Yes
Opened or partially used nicotine products (e-liquid, pods, disposables)	No — health and hygiene exclusion
Hardware in unused condition with all accessories	Yes
Hardware showing signs of use or damage caused by you	No
Faulty or incorrectly supplied items	Yes, always — and outside the 14-day window

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

3. How to return goods

1. Tell us within 14 days of delivery that you are withdrawing, quoting your order number.
2. We reply with a return reference and the return address.
3. Send the goods back within 14 days of telling us, ideally in the original outer packaging.
4. Keep the tracking receipt until the refund is confirmed.

Return costs. For a change of mind, you pay the direct cost of returning the goods. If the goods are faulty, not as described, or were sent in error, we pay the return cost and arrange collection.

4. Refunds

We refund within 14 days of receiving your withdrawal notice, using the same payment method you used for the order unless you agree otherwise. We may withhold the refund until we have received the goods back, or you have provided proof of return, whichever comes first. The original standard delivery cost is refunded; an upgraded delivery option is refunded only up to the cost of the standard option.

5. Faulty goods and warranty

Separately from the right of withdrawal, statutory warranty rights apply. If a product is faulty, does not work, or is not as described, report it to [email protected] with your order number, batch number and photographs where possible. Depending on the case and on your statutory rights, we will repair, replace or refund. Faulty goods do not need to be returned within 14 days — the warranty period applies.

6. Trade orders

Business customers do not have a statutory right of withdrawal. Trade returns are governed by the terms agreed on the account: confirmed faults are credited or replaced in full when reported within 7 days of delivery with batch numbers and photographs, and we arrange collection at our cost. Discretionary returns of correctly supplied stock may be accepted by prior agreement, subject to a restocking charge and to the goods being unopened and in resaleable condition. Nothing in this section limits your statutory warranty rights as a business customer.

7. Cancellation before despatch

If your order has not yet been despatched, tell us as soon as possible and we will cancel and refund it in full. Once it has left Berlin, the returns process above applies.

8. Model withdrawal form