Refund policy

XVape Philippines wants you to be satisfied with every purchase. If you receive a product that is defective, damaged during shipping, or incorrect, we will work with you to resolve the issue as quickly as possible. Please read this policy carefully before submitting a return request.

Return Window

You have 7 days from the date of delivery to report a problem and request a return or replacement. After 7 days, we are unable to accept return requests unless covered by a product warranty claim.

Eligible Reasons for Return

We accept return requests for the following reasons only:

  • The product arrived visibly damaged due to shipping.
  • The product is defective and does not function as described at the time of first use.
  • You received the wrong product or the wrong variant.
  • The product is missing components that should be included in the original packaging.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Disposable vapor products that have been opened or used.
  • Products returned without original packaging and all included accessories.
  • Products damaged due to misuse, improper charging, or physical impact after delivery.
  • Products returned after the 7-day window without prior approval from our support team.

How to Start a Return

To submit a return request, please follow these steps:

  • Contact us within 7 days of delivery through our contact page or via Facebook Messenger.
  • Include your order number, a clear description of the issue, and photos or a short video showing the problem.
  • Our team will review your request within 1 to 2 business days and provide return instructions if your request is approved.
  • Do not ship anything back before receiving written approval from our team.

Refund Processing

Approved refunds will be processed within 5 to 7 business days after we receive and inspect the returned item. Refunds are issued to the original payment method used at checkout.

  • GCash and Maya refunds are typically credited within 3 to 5 business days.
  • Credit or debit card refunds may take 7 to 10 business days depending on your bank.
  • Cash on Delivery refunds are issued via GCash transfer to the number provided at checkout.

Replacements

If you prefer a replacement instead of a refund, we will ship the replacement item once the returned product has been received and inspected. Replacement shipping follows the same timelines as standard orders.

Shipping Costs for Returns

If the return is due to our error, such as a wrong or defective item, XVape Philippines will cover the return shipping cost. If the return is for any other reason, the customer is responsible for the cost of shipping the item back to us.

For any questions, please visit our contact page or check our FAQ page.