Refund Policy

1. Return Eligibility & Timeline

Returns are accepted under the following conditions:

• All electronic cigarette products (except non-returnable categories below) can be returned within 30 days of delivery (based on tracking confirmation).
• Products must be unused, unopened, and in their original packaging with all seals intact (e.g., e-juice bottles unopened, disposable vapes unactivated).
• You are responsible for all return shipping costs (international return fees, customs duties, or taxes are not covered by us).
• Defective or wrong items: Contact our support team with photos/videos of the issue (e.g., leaking e-juice, malfunctioning device) – we will cover return shipping costs for valid claims and provide a prepaid return label if applicable.

2. Non-Returnable Items

The following items cannot be returned or exchanged (except for defects or wrong delivery), in compliance with hygiene and safety regulations:

• Opened or used e-liquids (due to hygiene risks and potential tampering).
• Used electronic cigarette devices or accessories (e.g., disposable vapes that have been activated, pods with broken seals).
• Final sale items (marked "Final Sale" on the product page, e.g., clearance flavor bundles).
• Customized products (e.g., personalized nicotine concentration blends, if applicable).
• Products damaged due to improper use, storage, or handling (e.g., broken devices from drops).

3. How to Submit a Return Request

Follow these steps to initiate a return:

• Contact our customer support team via email at support@ustorrid.com with your order number, product name, and reason for return.
• Our team will review your request within 2 business days and issue a Return Merchandise Authorization (RMA) form if approved.
• Print the RMA form and include it in your return package (write the RMA number on the outer box).
• Ship the package to the authorized Hong Kong return address provided in the RMA confirmation email:RM F55, FLAT A, 22/F, TONTEX IND BLDG 2-4 SHEUNG HEI ST SAN PO KONG HONG KONG

4. Return Reminders

• Do not ship items to the delivery address on your package – use only the authorized Hong Kong return address provided in the RMA email.
• Ensure the returned products match your RMA request – do not include additional items not listed on the form.
• Use a trackable courier service to avoid lost packages – we are not responsible for untracked returns.
• Mark packages as "Returned Electronic Cigarette Products" on customs forms to comply with international shipping regulations.
• Include all original packaging and accessories to avoid delays in processing.

5. Refund Options & Processing Time

We offer two refund methods once your return is received and inspected (3-5 business days):

• Original Payment Method Refund:
  • Refunds are issued to your original payment method (credit card, PayPal) within 7 business days of approval.
  • Original shipping costs are non-refundable (except for defective/wrong items).
  • Bank/payment provider processing time: 3-10 business days (varies by region).

6. Exchange Policy

We offer direct exchanges for electronic cigarette products within 30 days of delivery (subject to stock availability):

• Submit a return request with "Exchange" as the reason, specifying the desired replacement product (e.g., different flavor, nicotine strength).
• Once your return is approved, we will hold the replacement product in stock (if available) until we receive your returned item.
• After inspecting your returned product, we will ship the replacement within 2 business days – no additional shipping fees apply for exchanges.
• If the replacement product is higher-priced, you will be invoiced for the difference; if lower-priced, we will issue store credit for the balance.

Note: Exchanges are not available for final sale items or used products.

7. Order Cancellation

• Orders can be cancelled before shipment by emailing our support team at support@ustorrid.com with your order number.
• Cancelled orders qualify for a full refund (including shipping costs) if processed before shipment.
• For pre-order items, cancellation is allowed up to 10 days before the scheduled shipping date.