Refund & Returns Policy

At Vape Master Nairobi, we are committed to providing high-quality, authentic vaping products and excellent customer service. This Refund and Returns Policy outlines your rights and our procedures regarding returns, exchanges, and refunds for purchases made through our store.

1. General Policy

Due to the nature of vaping products and health/safety regulations, we do not accept returns on used or opened vape devices, e-liquids, or disposable vapes. All products are sold as final unless they meet the conditions stated in this policy.

We encourage customers to carefully review product details before purchase. If you are unsure, our support team is always available to assist you in selecting the right product.

2. Eligible Returns

We only accept returns or exchanges under the following conditions:

  • The item is unused, unopened, and in original packaging
  • The product is damaged upon delivery
  • You received the wrong item
  • The item is defective on arrival

All return requests must be made within 48 hours of receiving the order.

3. Non-Returnable Items

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

  • Used or opened disposable vapes
  • Opened e-liquids or vape juices
  • Used pods or cartridges
  • Clearance or discounted items (unless faulty)
  • Products not in original condition

4. Refund Policy

Refunds are only issued when:

  • The product is confirmed defective on arrival
  • The wrong item was delivered and cannot be replaced
  • The item is out of stock for replacement

Once approved, refunds will be processed via the original payment method or alternative agreed method within 3–7 business days.

5. Exchange Policy

Where possible, we prefer to offer an exchange instead of a refund. Eligible items may be replaced with:

  • The same product
  • A similar product of equal value
  • Store credit (where applicable)

Exchanges are subject to stock availability.

6. Return Process

To initiate a return or refund request:

  1. Contact our customer support team within 48 hours of delivery
  2. Provide your order details and proof (photos/videos if applicable)
  3. Wait for confirmation and return instructions
  4. Return the item in its original condition (if applicable)

Unauthorized returns will not be accepted.

7. Delivery Issues

Vape Master Nairobi is not responsible for delays caused by courier services. However, if your order is lost in transit or significantly delayed, please contact us so we can assist in resolving the issue.

8. Damaged or Incorrect Items

If you receive a damaged or incorrect product, please notify us immediately with clear evidence. We will prioritize a replacement or refund depending on availability.

9. Contact Information

For all refund and return inquiries, please contact:

Vape Master Nairobi Customer Support
📍 Nairobi, Kenya
📦 Fast delivery across Kenya
📞 Customer service available via phone/WhatsApp

10. Policy Updates

Vape Master Nairobi reserves the right to update or modify this Refund and Returns Policy at any time without prior notice. Changes will be posted on this page.