Refund policy
At Velthera, we are committed to ensuring that our customers are 100% satisfied with their purchases. If you are not satisfied with your order for any reason, we are here to help. Please review the return process and policies detailed below.
Return period: You have 30 days to request a return or exchange after receiving your order.
Return requirements:
- For a product to be eligible for return or exchange, it must be in the same condition as when you received it: unused, with tags, and in its original packaging.
- You must include the order number or other information that allows us to locate it, either on the shipping label or inside the returned package.
- Your return, exchange or refund request must be approved on our returns management platform here.
Non-returnable items:
- Pre-sale products.
- Items that have been used or are not in their original condition.
Common reasons for returns and solutions:
- Defective / manufacturing faults / quality issues:
If the product is defective or has quality issues, we will send you a replacement free of charge.
- Change of mind (no longer want it):
You can return or exchange the product, but you are responsible for the return shipping costs.
- Package damaged on arrival:
If the package arrives damaged, we will send you a replacement free of charge.
- Incorrect shipping information provided:
Please check your details carefully when placing your order. If you need to change them, contact us immediately. VAPORIXPRO is not responsible for lost or stolen packages confirmed as delivered to the address indicated on the order. In case of query, we will confirm the delivery, date, tracking number and carrier for the customer to investigate.
How to return your order:
1. Contact us: Start your return on the Returns Portal (click here) within 30 days of receiving your order. Include your order number and the reason for the return.
2. Approval and return address: Our team will confirm whether the return is accepted and provide you with the correct address.
3. Prepare the shipment: Pack the product(s) securely in their original packaging, including all the accessories.
4. Send the package: Send the order to the address provided and share the tracking number with our team.
5. Refund process: Once we receive and inspect the product, we will process your refund within 3 days using the same payment method.
6. Inspection and processing time: Inspection to confirm quality may take up to 3 days after receipt.
Products must be in their original condition for a full refund. Those that do not meet these requirements will be refunded with the corresponding deduction. Refunds take 5 to 7 working days to appear in the original payment method.
Products damaged in transit:
1. Take clear photos of the damaged product on a flat surface, showing the defect and the label.
2. Send the photos and description to contacto@vaporixpro.com within 5 days of receiving your order.
3. We will send you a free replacement. If the defect occurs again, we will issue a full refund.
Warranty details:
Our 60-day warranty covers material or manufacturing defects. We will replace the product up to once per unit covered by this warranty.
Cancellation policy:
Orders can be cancelled within the first 24 hours.
Partial refunds:
We may offer a partial refund or gift card at our discretion. Once the offer is accepted, you will not be entitled to a replacement or further refunds for that item. This decision is final.
Chargebacks and disputes:
We are here to help you and resolve any issues. Our policies are fair and industry-leading. We ask that you do not initiate fraudulent chargebacks: this will be considered theft and will have legal consequences. If you have a problem, please contact us and we will resolve it.
Additional information:
All returns must be approved before shipment. We do not accept unauthorised returns.
For any questions or assistance, please email contacto@vaporixpro.com. Our team is available 6 days a week and will respond as soon as possible.
Thank you for choosing VAPORIXPRO. We appreciate your trust and work to ensure your satisfaction with our products.