Return Policy

30-Day Easy Returns — Proprietary In-House Brands

The Easy 30-Day Money-Back Return applies to our Proprietary In-House Brands only: Zeus, Utillian, Tronian, and LITL.

For proprietary in-house brand products, if for any reason you are not 100% satisfied, you can return your purchased vaporizer — even if opened and used — for an exchange or credit, as long as you reach out to us within 30 days of your order purchase date.

If the item is unopened and still sealed and you'd prefer a refund to your original payment method instead of an exchange or credit, please refer to our general return policy below for applicable fees.

To start your return, just reach out to us at cs@tvape.de and we'll walk you through the details and process.

Return Conditions

Units must be 100% clean, with all parts emptied of product and free of residue. All packaging and components must be intact, including booklets and all box parts. Any items that are damaged, missing, or not returned in this condition will be deducted from the retail price.

Free Returns: Eligible returns include free return shipping at no additional cost to the customer. To start a return and receive your free return shipping instructions or return label, please contact our customer service team.

If you choose to arrange your own return shipping, please pack your item securely, as you're responsible for any damage resulting from improper packaging. We recommend using a trackable and insured shipping method for your protection. Please also note we do not accept packages with fees due on delivery.

If your order includes a free or bundle item (like a grinder or cleaning kit) and you decide to keep it, its full price will be deducted from your credit or refund.

Warranty & Damaged in Transit

If your device arrives dead on arrival or stops working, it's covered under warranty — no need to worry. We're here to help. Just reach out to cs@tvape.de and we'll assist with troubleshooting, and offer a replacement or store credit/refund if applicable.

For accessories damaged in transit (coils, mouthpieces, glass bubblers, glass tubes, etc.), please reach out to us within 7 days of delivery so we can arrange a replacement.

Processing & Monitoring

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

This Easy 30-Day Return is a voluntary satisfaction guarantee for our proprietary in-house brands and is provided in addition to your statutory consumer rights, which remain unaffected.

Once we receive your return, please allow up to 10 business days for processing. During high-volume seasons this may take a little longer — our support team is always available for a status update.

General Return Policy

The general return policy applies to any brand that is not one of our proprietary in-house brands listed above (for example, Arizer, PAX, Puffco, and similar).

Returns are accepted within 30 days of your purchase date under the general return policy.

We're happy to accept returns on items received back in the same condition as sent — meaning seals and shrink wrap intact and unused. As vaporizers and related accessories are classified as hygiene-sensitive goods, they're excluded from the standard Right of Withdrawal under the UK Consumer Contracts Regulations 2013 once opened, unsealed, or used (see our Right of Withdrawal page for details).

This exclusion applies to all non-proprietary in-house brands — only our proprietary in-house brands are eligible for the "even used" exception above. Items showing evidence of use are not eligible for return under this policy. Evidence of use includes broken seals or shrink wrap, removed protective films, residue, odor, discoloration, or signs that the device has been loaded, heated, or activated.

To start your return, just reach out to us at cs@tvape.de and we'll walk you through the details and process.

Return Timeline & Fees

Return Conditions

If you choose to arrange your own return shipping, please pack your item securely, as you're responsible for any damage resulting from improper packaging. We recommend using a trackable and insured shipping method for your protection. Please also note we do not accept packages with fees due on delivery.

If premium shipping (such as Express) was paid at checkout, this amount is non-refundable, even if the return is processed successfully.

Warranty & Damaged in Transit

If your device is defective on arrival or develops an issue, it's covered under warranty — we'll assist you through the applicable warranty process, whether that's our Hassle-Free Warranty, the manufacturer's warranty, or our store warranty. Just reach out to cs@tvape.de.

For accessories damaged in transit (coils, mouthpieces, glass bubblers, glass tubes, etc.), please reach out to us within 7 days of delivery so we can arrange a replacement.

Processing & Monitoring

Once we receive your return, please allow up to 10 business days for processing. During high-volume seasons this may take a little longer — our support team is always available for a status update.

Return to Sender (RTS) Packages

A package may be returned to us as Return to Sender (RTS) due to an incorrect or incomplete shipping address, the recipient being unavailable for delivery, refusal of the package, failure to collect the package, or missing carrier access information.

We ask customers to carefully review their shipping address before completing their order and check their order confirmation email. If you notice an error, please contact us immediately.

If a package is returned to us as RTS, you have two options:

Return to Sender packages are separate from your statutory right of withdrawal. Any applicable RTS charges remain payable where the package is returned due to the customer's actions or failure to accept delivery.

Attention: (RMA) Returns must be authorized by our support team before being shipped back.