Return and Refund Policy
We stand behind the quality of every product we ship. At EsmoVape, all sales are final.
If you have any questions before you order, please reach out via email or use the “1 on 1 Service” on our homepage to ensure you are purchasing the right product for your needs.
We accept returns or exchanges only for products with a manufacturing defect under normal use. Damage caused by misuse, accidents, or external force is strictly not covered.
How to Start a Warranty Claim
To request a return or exchange for a defective item, please email our support team at: [email protected].
Step-by-Step Return Process
- Contact Us & Share Details: Get in touch with our support team. You will need to provide your order details and a Return Authorization number (such as the S/N code). Please describe the issue clearly and include clear photos or videos as evidence. Keep any free gifts that came with your original order.
- Troubleshooting & Approval: Our team will first try to help you resolve the issue remotely. If we cannot find a solution, we will authorize your return and provide an official return address. Please note: declining troubleshooting assistance may affect your warranty eligibility.
- Ship Your Return: Please write the Return Authorization number clearly on the outside of the package. Ship your return only to the address provided by our team.
- Keep Your Tracking Info: Save your shipping tracking number. This is essential for us to locate your package in transit and process any applicable refund.
- Inspection & Resolution: Once we receive and inspect the returned item, we will email you to confirm its arrival and notify you whether your refund or exchange has been approved.
Important Terms & Conditions
Please read the following guidelines carefully before shipping any products back to us:
- Authorization Required: Do not ship any items back to us before contacting support and receiving a valid Return Authorization number.
- Return Shipping Costs: Customers are responsible for the cost of return shipping, which is non-refundable.
- Lost or Refused Packages: We are not liable for packages that are refused, returned to sender, or shipped without an authorized return number.
- Visual Variations: Slight product variations may occur due to lighting, monitor settings, or different production batches. Product images are for reference only and do not constitute a defect.
- Warranty Void Conditions: The warranty is immediately void if the product is damaged by accident, mishandling, or any cause other than a documented manufacturing defect.
- Missing Labels: We cannot accept returns for products missing the manufacturer’s label (showing model number, part number, or product ID).
- Incomplete Returns: Returns that are incomplete—missing accessories, the original box, or specific parts—are not eligible for warranty service, refund, or exchange.
Contact & Return Address
To begin your return process, please contact our support team at [email protected].
If your return is authorized by our team, please send the package to the following officially designated address:
EsmoVape Returns Department
334 Tai Wo Hau Road, Tsuen Wan Kwai Tsing District, Hong Kong
