RETURN POLICY

General Return Policy

What qualifies for General Returns:

Any items or devices not listed as exclusive product

Right of withdrawal

You have the right to withdraw from this contract within one month without giving any reason. The cancellation period is fourteen (14) days from the day on which you or a third party named by you who is not the carrier took possession of the last goods.

In order to exercise your right of withdrawal, you must send us (Thermodyne Systems GmbH, Esperantostr. 8B, 70197, Stuttgart, Germany, e-mail: cs@tvape.de ) a clear statement (e.g. e-mail) about your decision to revoke this contract. You can use the attached sample revocation form for this, but this is not mandatory.

To meet the cancellation deadline, it is sufficient for you to send the communication regarding your exercise of the right of cancellation before the cancellation period has expired.

Consequences of revocation

If you revoke this contract, we have paid you all payments that we have received from you, including the delivery costs (except for the additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us) immediately and at the latest within fourteen days from the day on which we received the notification of your cancellation of this contract. For this repayment, we use the same means of payment that you used in the original transaction, unless something else was expressly agreed with you; under no circumstances will you be charged fees for this repayment. We can refuse the payment until we have received the purchased goods back.

You must return or hand over the goods to us immediately and in any case no later than 14 days from the day on which you inform us of the cancellation of this contract. The deadline is met if you send back the goods before the period of 14 days has expired. You bear the direct costs of returning the goods.

You must pay for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Information on the right of withdrawal

Only consumers are entitled to the right of withdrawal.

The right of withdrawal does not apply to:

• Contracts for the delivery of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer;
• Contracts for the delivery of goods that can spoil quickly or whose use-by date would soon be exceeded;
• Contracts for the delivery of sealed goods which, for reasons of health protection or hygiene, are not suitable for return if their seal has been removed after delivery;
• Contracts for the delivery of goods if these were inseparably mixed with other goods after delivery due to their nature.

RTS Policy & Guidelines

Return to Sender

• Orders that return to us as marked Return to Sender (RTS), which were returned to us due to various reasons (e.g. wrong customer address or name, fail of delivery through the delivery company due to various reasons) are subject to conditions below:
• TVape will contact the customer in case of RTS immediately after the order has been returned to the warehouse. If the customer refuses to get in touch with TVape by not responding to any messages or calls within the period of 14 days, TVape is authorized to close the order by refunding the customer the purchase price minus the caused additional costs (e.g. return costs, storage fee, reshipment costs).
• RTS orders returned to our warehouse are still part of an existing purchase agreement between us and the customer. The resolution of the purchase agreement is only allowed when both sides, the customer and TVape, agree to do so. A one-sided resolution is forbidden, except the above mentioned period of response through the customer has passed.
• In case of a delivery failure caused by the customer, the customer is obligated to pay both for the return costs to us and the reshipment to the customer.
• TVape is allowed to deduct the additional return costs from the purchase price and refund the remaining amount to the customer. This regulation applies when the customer is responsible for the RTS reason.
• If the RTS is accepted by TVape and a refund has been permitted, the customer can either choose between a refund to the used payment method or a store credit, which can be used to pay for the next order at TVape.
• TVape is permitted to refuse the reshipment to the customer, until he has paid for the caused additional delivery costs (e.g. return costs, storage fee).
• RTS orders will not be eligible for 14-day satisfaction return.
• Any orders that are RTS refused or unclaimed will be subject to additional return fees. The customer has clearly announced the unwillingness of continuing the purchase agreement by refusing to receive the order. TVape has the right to resolve the purchase agreement and to refund the purchase price minus the caused additional costs (e.g. return costs, storage fee, reshipment costs).

Having an issue with your order?

ATTENTION:

If RMA process is not followed, package will be refused and shipped back at customer expense. For international returns, customs invoice needs to accurately reflect that package is a return or customs expenses will be deducted from refund or package refused.