Warranty & Refund

We promise that you will get better and more considerate services in UGOVAPE store than other places. We always adhere to the principle of customer first, and aim to contribute a positive impact on society and brings a healthier life to the public. Please do not hesitate to contact us and we will be responsible for you and 100% stand by your side.

Warranty Period:

1) For VOOPOO vape devices

All items come with a 3-month warranty. The warranty period is calculated from the day when the order is delivered.

2) For VOOPOO vape accessories

Atomizer/atomizer coil/Drip are consumable products what are not within the scope of warranty once it is depleted.

3) For disposable vapes and other items

Disposable vapes and nicotine pouches are not within the scope of warranty once it is depleted. If the item is defective, we will give you full refund or send you a new replacement kit as your request. 

Refund Policy:

1) Shipping issues

First of all, please confirm your shipping address is 100% correct to avoid delivery failure. As for other shipping issues:

• If the package gets lost in transit: we will give you full refund or send you a new package without extra fee.
• If the shipping time is so much longer than usual: we will give you partial refund or a big coupon as compensation.
• If the package gets damaged: we will give you full refund or send you a new package without extra fee.
• If some items in your package are missing: we will give you corresponding refund or send you a new package without extra fee.

2) Customs issues

Although most e-cig online stores will not take responsibity for customs issues, UGOVAPE can offer you a better solution.

• If you are asked to pay customs tax to get the package, please pay it first and contact us to get equal refund.
• If the package gets destoried by the customs, you can contact us to resend a new package to you or give you full refund.

3) Product issues

If the produts are defective, please contact us ASAP with the following information:

• Order number
• Product name and quantity
• Defective description
• Defective Video or pictures

We will provide you with a corresponding refund or send you a replacement product. And there is no need to send these defective items back in order to save your shipping fee and time. Meanwhile, you can try to fix them and keep them for free.

4) Exchange request

Basically, we only accept the replacement for the item which is defective or damaged. However, if you persist to exchanging it for other products, please contact us via support@ugovape.com for detailed operational procedures. 

5) Buyer’s unsatisfaction

If you are not satisfied with our products (all in good condition) and insist on returning them, we will refund you after we receive the product and confirm it is in its original condition. Returns will take approximately 5 working days to process once the goods have arrived. The exact length of time depends on the payment provider used (e.g., bank, credit card company, etc.). Items must be in their original packaging, with all original boxes, packaging materials, manuals, blank warranty cards, and all accessories and documents provided by the manufacturer.

Refund Process

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 1 to 3 working days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 7 business days have passed since we’ve approved your refund, please contact us via support@ugovape.com.

If you have any questions, please send email to us or just make a live chat with us. Our friendly and knowledgeable staff is ready to assist you from Monday to Friday, 09:00 - 18:00 (UTC +8). Please allow for the time difference, and we will get back to you ASAP, generally in 24 hours on weekdays.