Return and Exchange Policy

I. Policy Statement and Scope of Application

1. Core Principles: This policy aims to standardize the return and exchange process for e-cigarette products on the Glimvape official website, balancing the interests of both supply and demand, and upholding the principles of “mutual benefit, quality-oriented, and efficient response.”

2. Applicable Targets: Applicable only to customers who have established a partnership with us through the Glimvape official website or third-party social media platforms.

3. Applicable Products: Covers e-cigarette devices (atomizers, mods, etc.), e-liquids, and compliant accessories sold by us. Customized products require a separate agreement between both parties.

II. Return and Exchange Application Conditions

(I) Acceptable Return and Exchange Circumstances

1. Quality Issues: Inherent product defects (e.g., atomizer oil leakage, mod malfunction, e-liquid deterioration, etc.) discovered within 7 business days of receipt and confirmed by our quality inspection.

2. Wrong/Missing Shipment: The model, specifications, or quantity of the product received does not match the order. A screenshot of the order and physical receipt verification are required.

3. Transport Damage: If the outer packaging or product is damaged during the logistics process, you must take photos of the outer box, damaged areas, and shipping labels upon receipt and submit a response within 24 hours.

(II) Circumstances Where a Claim Will Not Be Accepted

1. Failure to raise an objection within the prescribed timeframe (7 business days for quality issues, 24 hours for other issues);

2. Non-quality issues, and the product has been opened and used (e.g., e-liquid unsealed, device activated, etc.), affecting secondary sales;

3. Product damage caused by improper storage (e.g., high temperature, humidity) or operational errors;

4. Incomplete packaging, missing accessories, or inability to provide an order receipt or test report;

5. Non-product issues, such as slow sales or customs clearance difficulties caused by policy changes in the target market.

III. Return and Exchange Process

1. Application Submission: Customers must submit a “Return and Exchange Application Form” through our customer service department’s “After-Sales Center.” Fill in the order number, product information, reason for return or exchange, and request details (refund/exchange), and upload relevant supporting documentation (such as photos of damage, inspection videos, order screenshots, etc.).

2. Review and Confirmation: Our after-sales team will review your application within two business days. Upon approval, we will email you a “Return and Exchange Guide” detailing the return address, packaging requirements, and shipping instructions. If the review is unsuccessful, we will provide a written explanation.

3. Return Shipping: Customers must secure the product according to the instructions (including a copy of the application form), select a mutually agreed shipping method, and email the tracking number to our after-sales team.

4. Inspection and Processing: Our warehouse will complete inspection and acceptance within three business days of receiving the returned product. Qualified returns will be processed as follows:

◦ Exchange: Prioritize reissuing eligible products, and synchronize shipping information after shipment.

◦ Refund: After confirmation of acceptance, a refund will be made via the original payment method within 5-7 business days.

5. Results: Upon completion, the after-sales team will notify the customer via email and simultaneously update the order status.

IV. Division of Responsibilities and Costs

1. Shipping: For returns or exchanges due to our fault (quality issues, wrong or missing shipments), we cover the round-trip shipping costs. For legitimate returns due to the customer’s own fault (e.g., selecting the wrong product), shipping costs are the customer’s responsibility.

2. Product Risk: The risk of returned products is the customer’s responsibility from the time they are shipped until we sign for them. We recommend purchasing logistics insurance. We bear the risk of replacement products after shipment.

3. Refund Instructions: The refund amount is based on the actual amount paid and does not include logistics costs and customs duties (if any) incurred on the original order.

V. Special Notes

1. Customized Products: For customized e-cigarette products (including customized packaging and customized e-liquid flavors) agreed upon by both parties, exchanges will only be accepted in the event of serious quality defects; refunds will not be accepted.

2. Bulk Orders: For orders exceeding 1,000 units, returns and exchanges require a third-party quality inspection report. The inspection fee is borne by the responsible party.

3. Compliance Requirements: Returned products must comply with our e-cigarette shipping regulations.

After-Sales Contact Information

• Email: glimvape@gmail.com

• WhatsApp: +86-1831-9843267

• Service Hours: Weekdays, 9:00 AM – 6:00 PM