TVape 30-Day Easy Returns

Our 30-Day Easy Returns program provides a satisfaction guarantee for eligible products from our Proprietary In-House Brands: Zeus, Utillian, Tronian and LITL. If you are not satisfied with your purchase, contact us within 30 days of delivery to request an exchange or store credit, subject to the return conditions below.

Eligible products may be returned even if opened or used, provided they meet our cleaning, packaging and product condition requirements. If your product is unopened and still sealed and you prefer a refund to your original payment method, our general Return Policy applies, including any applicable fees.

Which products qualify for 30-day returns?

This program applies to eligible products from our Proprietary In-House Brands: Zeus, Utillian, Tronian and LITL. Qualifying products are listed below. Check the return badge beneath “Add to Cart” on the product page to confirm eligibility.

Important: General brands are excluded from this Proprietary In-House Brand satisfaction guarantee and follow our general Return Policy.

When does the 30-day return period start?

The return period starts on the date your order is delivered, rather than the date you place your order. Contact our customer support team within 30 days of delivery to initiate your return.

Can opened or used products be returned?

Yes. Eligible Proprietary In-House Brand products may be returned after opening or use for an exchange or store credit, provided they meet the return conditions below.

What condition must the product be in?

Products must be completely clean, with all parts emptied of material and free of residue. All packaging and components must be intact, including instruction booklets and all original box contents.

The retail price of any item that is damaged, missing or not returned in the required condition will be deducted from your refund or store credit.

What return options are available?

Eligible opened or used Proprietary In-House Brand products can be returned for an exchange or store credit.

If your product is unopened and still sealed and you prefer a refund to your original payment method, the general Return Policy applies, including its return conditions and applicable fees.

Who pays for return shipping?

Customers are responsible for return shipping costs. You can arrange your own return shipping, or TVape can provide a return label or arrange a collection for a £25 fee.

If you arrange return shipping yourself, pack your product securely. You are responsible for damage caused by inadequate packaging. We recommend using an insured shipping service with tracking.

We do not accept packages with shipping charges or other fees payable on delivery.

Are there deductions for gifts or bundled items?

If your order includes a free or bundled item, such as a grinder or cleaning kit, and you decide to keep it, its full price will be deducted from your store credit or refund.

What limits and exclusions apply?

TVape monitors return activity for potential abuse and may decline returns that fall outside this policy or reflect repeated or excessive use of the program. TVape also reserves the right to limit the number of vaporizers returned by a customer.

This is a voluntary satisfaction guarantee for our Proprietary In-House Brands. It is provided in addition to your statutory consumer rights, which remain unaffected.

How long does processing take?

Once we receive your return, please allow up to 10 business days for processing. Processing may take longer during busy periods. Contact our customer support team if you need a status update.

What happens if my package is returned to sender?

RTS means “Return to Sender”—a package returned to TVape by the delivery carrier. This may happen because of an incorrect or incomplete delivery address, the recipient being unavailable, refusal of the package, failure to collect it, or missing delivery access information.

Check your delivery address before placing your order and review your order confirmation email. If you notice an error, contact us immediately.

Refunds for Return-to-Sender (RTS) packages

Applicable return-to-sender fees, carrier charges, customs charges or return shipping costs incurred by TVape will be deducted from your refund where payable under this policy.

Standard outbound shipping costs will not be deducted from your refund. If you selected Express or another premium delivery service, the additional cost above standard delivery is non-refundable.

Having your order reshipped

We can reship your order once the applicable reshipment costs have been paid. Our customer support team will confirm the amount before dispatch.

Return-to-sender packages are separate from your statutory right of withdrawal. Applicable RTS charges remain payable where the package is returned because of the customer's actions or failure to accept delivery.

How do I start a return?

Email cs@tvape.de to request a return. Our customer support team will guide you through the process and provide shipping instructions.

All returns must be authorized by our customer support team before being shipped back.

What if my product is defective or damaged in transit?

If your product arrives defective or stops working, contact cs@tvape.de for troubleshooting and warranty assistance. Our team can arrange a replacement, store credit or refund where applicable.

Report items damaged in transit within 7 days of delivery so our team can arrange a replacement.

For complete return conditions and information about general brands, please read our full Return Policy.