Return policy

Please read our returns policy carefully before contacting us by email regarding returns, refunds or exchanges.

Return and exchange periods

Processing time: Allow up to 3 days for the delivery of your order.

Return period: Our return policy applies for 3 days from delivery.

Important note: Check all products immediately upon receipt to ensure that they are in perfect working order. After the 3-day period has expired, we are unfortunately unable to grant refunds or exchanges.

Order changes and cancellations

Before dispatch:

  • Make sure that your delivery address is correct
  • Changes or cancellations are possible by e-mail to aevktvanleon@gmail.com

After dispatch: Once the order has been dispatched, cancellations are no longer possible.

Undelivered consignments

If you refuse a parcel or if delivery is not possible due to an incorrect address, we will charge a processing fee of 30% of the amount paid for refund requests.

Excluded articles

Not returnable are:

  • Free promotional samples
  • Customised orders via sales representatives
  • Wholesale orders
  • Opened standard articles

Accepted returns

Principle: We only accept returns of defective products.

Important note: We charge a restocking fee of 50% for returned normal, opened items.

Non-returnable items

For reasons of hygiene and safety, the following items cannot be returned:

Excluded product categories:

  • E-cigarette oils and e-liquids
  • Mouthpieces
  • Cartridges
  • Vaporiser cores (coils)
  • Open tanks, RDA and RDTA devices
  • Vaporiser heads
  • Wires and cotton
  • Batteries and chargers

Additional exclusion criteria:

  • Items with physical damage or water damage
  • Manipulated products
  • Discolouration or packaging problems with e-liquids

Return process

Contact our customer service team at aevktvanleon@gmail.com to initiate the return procedure.

1. required information

For the processing we need:

  • Your full name
  • Order number and order date
  • Exact product name (brand, model, colour)
  • Reason for return (e.g. defective product, wrong item)
  • Photo or video evidence of the defect (including barcode, serial number, QR code)
  • Desired processing (refund, credit note or exchange)

⚠️ Important: Incomplete information will result in the return request being rejected.

2. return despatch and inspection

Your tasks:

  • Careful packaging of the articles
  • Return shipment at own expense
  • Enclose all original accessories

Our processing: 1-3 working days after receipt for inspection and processing.

3. requirements for defective items

Requirements for exchange or credit:

  • No serious physical damage or deep scratches
  • Minor cosmetic defects do not justify a return
  • All original accessories must be included
  • Proper packaging for the return shipment
  • Article must not be on the exclusion list

Refunds and exchanges

Processing time: 7-10 working days after receipt of your return

Credit to account: Up to 10 additional days depending on the bank

Important note: Shipping costs will not be refunded.

Refund procedure

  1. Notification by e-mail after receipt of the return shipment
  2. Notification of approval or rejection
  3. Upon approval: Automatic credit note within 3-7 working days

Special regulations

Promotional and clearance items

Promotional items: Generally not returnable

Sale items:

  • No repeat order guaranteed
  • Selection of a replacement item required in case of unavailability

Buyer loyalty

We do not accept returns of opened or used items in perfect condition due to buyer loyalty.

Legal information

Shipping guidelines

Check the legal situation in your country before purchasing. jnrpuff accepts no responsibility for any illegal actions by customers.

Disclaimer

  • jnrpuff does not provide legal advice
  • No liability for damage caused by improper handling of lithium-ion batteries
  • All information is for general information purposes only

Important additional information

Loss or damage: We do not accept responsibility for items lost, stolen or damaged during return despatch.

Non-qualified returns: Items that do not fulfil the return conditions will only be returned against payment of the shipping costs.

Cash on delivery: Not available.

If you are unsure, please contact us before returning the goods at aevktvanleon@gmail.com