Geekvape' mission is to be the most reputable vape company in all countries. We love to listen to different voices from users, we aim to contribute a positive impact on society and bring a healthier life to the public. We have served more than 13M customers and today Geekvape is socially connected with over 1.1M active users who are creative at work and confident in life.

Here are some after-sales problems we usually have. the solution will be shared with you.

Refund policy
If you need to cancel your order, please contact us via online customer service or email at store@geekvape.com to inform the customer service team. The customer service team will give feedback on the order status.
1. Order processing
Cancelable: The Order can be canceled and a refund will be made to the payment account within 3-7 working days. Usually, only out-of-stock orders can not be sent within 2 working days, facing out-of-stock orders you can choose.
    A.Unpacking Priority Shipment: Priority shipment of in-stock products with a $5 unpacking fee.
    B. Wait for shipment: Wait for all products to arrive and send out, we will provide you with a discount coupon for compensation according to the waiting time.
     C. Cancel Order: If you don't want to wait, you can choose to cancel the order.
2. Order has been issued
Non-cancelable: We will send the tracking order number by email when it is sent out, you can check it at 17TRACK. If you do not receive the tracking number, please contact our online customer service team. If your parcel meets the following conditions, please refer to the solution: 1.
1）Lost parcel
    A. Address reason: If the address you provided is inaccurate, the courier can not find the delivery location, and the parcels that have been sent we can not intervene, please contact the courier company as the recipient, we can only assist.
    B.Courier reason: If you have purchased the shipping insurance, we will compensate you through the insurance priority. For orders without shipping insurance, we recommend you submit a claim on the courier's website.
2）Parcel damaged/missing/wrong package
We advise to check the order shipment confirmation message and contact our customer service within 48 hours:

A. Provide your order number and missing item name ( SKU number )
B. Provide the real weight of your package
C. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received
D. If possible, please send us an" Unpacking video"

The solutions for missing items:
*Once we confirm the problem, we will resend the missing item/accessory for free within the warranty period.
*Alternatively we can arrange a refund of the missing item for you.
(You also need to send us a picture of the S/N number, and security number.)
3. Bought wrong / do not like
If you need a refund, please contact our customer service team for the return process, and the shipping cost will be borne by the buyer.

 

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

If items can't work, to save your shipping fee and time, there is no need to send these defective items back, please contact us via Email (store@geekvape.com) ASAP! But the following information needs to be provided when asking for replacements:
1) Order number(The order must be placed from store.geekvape.com)/date:
2) Product name and quantity:
3) Serial number and Security code(With picture):
4) Defective description:
5) Defective Video or pictures:

Note:

* Video/Video link or picture must be straight to the point and show the problem clearly
* Serial Number & Security code must be provided with a picture to show that.
* Geekvape will be responsible for the shipping cost if the issue is caused by our side.
*Please make sure the item as original condition, then a refund or reship will be arranged.

 

Exchange and Returns
1. Return Policy
Unopened or unused items can be returned within 15 days of the original purchase date. A refund will be issued after we receive the packages from the post office.
Please contact the post office to send back the item with a new shipping label.
Shipping back to us is paid by the customer. We are generally unable to refund your postage fees. Please contact store@geekvape.com to get the return address, and we will process the refund after we receive and verify the package.
2. Safety and Sanitary Considerations
For safety and sanitary purposes, we do not accept returns on the following items if they have been opened or used: open cartridges, replacement coils, drip tips, replacement glasses, atomizers, rechargeable batteries, and clearance products.
3. Non-defective Items
If a non-defective item is opened and used, we will not accept it back under any circumstances and it will not be eligible for a refund. For unopened or unused items, buyers are responsible for return shipping costs.
Notes
Artificial damage and problems caused by misuse are not covered by the warranty.
Any hardware cracking or modification is done at your own risk and will void the warranty.

Return Process

• 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.
• You must first contact us and obtain a return merchandise authorization (RMA) number before sending any item back. Any product returned without an RMA number will not be refunded. Our email is store@geekvape.com.
• If products are altered or modified in any way, the warranty and money-back guarantee become void immediately.
• The money-back guarantee does not cover volume/wholesale and customized orders.
• We strongly recommend that you use a standard postal service to return the item. Geekvape Store will not be held responsible for items lost or damaged in transit.
• Returns due to the customer's personal reasons must be paid for by the customer. We are generally unable to refund postal fees.
• Any product returned and found not to be defective can be refunded within the time stated above. Goods found to be tampered with by the customer will not be replaced and will be returned at the customer's own expense.
• Replacement products will be shipped with your new orders. Please notify customer service once you place a new order. Our email is store@geekvape.com.