Return and Exchange Policy

Vvild Return and Exchange Policy

Welcome to Vvild! We are committed to delivering exceptional e-cigarette products and services. Our return and exchange policy is designed to ensure your satisfaction with every purchase. Please review the following guidelines for handling returns and exchanges.

Returnable Products

We accept product returns and exchanges under the following conditions:

  1. Disposable e-cigarettes with non-functional batteries.
  2. Disposable e-cigarettes experiencing significant oil leakage that impairs functionality.
  3. Products with dysfunctional charging ports, applicable only to rechargeable disposable e-cigarettes and cigarette rods (excluding non-rechargeable models).
  4. Disposable e-cigarettes that ignite automatically.

Non-returnable Products

We do not accept returns and exchanges for the following:

  1. Damage caused by improper use or unauthorized repairs.
  2. Damage from incidents such as drops or abuse, resulting in issues like oil leakage.
  3. Failure to follow recommended operating instructions.
  4. Damage from improper use, including water, spillage, or fire.
  5. Finish damage or scratches from a brushed finish.
  6. Any modified products.
  7. Defects from normal wear and tear or natural aging.
  8. Special products, event gifts, and discontinued items.
  9. Products bought due to personal preference or mistake, such as purchasing the wrong cartridge marked compatible.
  10. Loss of products due to personal reasons.
  11. Delivery issues from incorrect or incomplete addresses, such as missing unit numbers for condos.
  12. Disposable products clearly marked as non-rechargeable, returned or exchanged due to misunderstanding.
  13. Returns or exchanges made without understanding product or discount details.

Return and Exchange Process

How to Submit a Return and Exchange Request:

  1. Inspect and Try: Please inspect and try the product within 2 days of receiving your package.
  2. Submit a Ticket: If the product has a major problem and meets the return and exchange criteria, please email vvildonline@gmail.com to submit a ticket. Your email should include:
    • Order number
    • Order details
    • Details and quantity of damaged items
    • Description of the problem with the damaged product
    • Video showing the problem with the damaged product
    • Photo of the SKU code on the outer packaging of the damaged product
  3. Review and Resolution: After submitting the ticket, we will review your request within 1-2 business days and provide a resolution.

Return and Exchange Fee

The customer is responsible for the shipping costs of returned goods. The merchant will cover the expenses for the second shipment. Please note that processing of inquiries, returns, and exchanges occurs only on business days.

At Vvild, we strive to make your vaping experience enjoyable and hassle-free. If you have any questions or need assistance, please don't hesitate to reach out to us. Thank you for choosing Vvild!