Returns & Exchanges

Returns, Refunds and Exchanges Policy

1. General Returns

If you wish to return a product, please contact The Vape Studio before sending it back. Returns must be authorised in advance by email, and you must provide your original order number and the reason for the return.

For eligible change-of-mind returns, products must be unused, in their original condition and packaging, with all supplied accessories and documentation. Any return is subject to applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA), where applicable.

Online purchases may qualify for a statutory cooling-off period in certain circumstances. Any applicable rights relating to defective, unsafe, incorrect or misdescribed products remain unaffected by this policy.

2. Consumable and Hygiene-Sensitive Products

Due to the nature of certain products, The Vape Studio cannot accept ordinary change-of-mind returns for opened, used or unsealed consumables and hygiene-sensitive items. These may include:

• E-liquids and nicotine-related products.

• Disposable vape devices.

• Opened or used coils and pods.

• Mouthpieces and other products intended for direct oral contact.

• Other products that cannot reasonably be resold for hygiene, safety or quality reasons once opened or used.

This restriction does not remove any rights you may have under applicable law if a product is defective, unsafe, incorrectly supplied or materially different from its description.

3. Damaged, Defective or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, contains the wrong product or appears to have a manufacturing defect, contact us promptly at [Insert confirmed customer service email address], providing your order number, a description of the issue and photographs where appropriate.

If you receive the wrong product, please do not open or use it. Contact us so that we can arrange the appropriate next steps.

We ask customers to report visible damage or incorrect items within seven working days of delivery where possible. However, this request does not limit any statutory rights or remedies that may apply under South African law.

Where a return or inspection is necessary, please wait for our instructions before sending the product back. We will assess the issue and advise whether a repair, replacement, refund or other remedy is appropriate under the circumstances and applicable law.

4. Hardware Warranty and Fault Assessment

Hardware products may be covered by a manufacturer's warranty or a voluntary warranty provided by The Vape Studio, subject to the applicable warranty terms. These warranties do not replace or restrict any statutory consumer rights.

If a device develops a fault, contact us before returning it. We may need to inspect or test the product to establish the nature and possible cause of the fault.

Please allow reasonable time for assessment and communication. We will keep you informed of the process and any expected delays.

Where a product qualifies for a remedy under the CPA or other applicable law, the remedy will be handled in accordance with those legal requirements. A product will not automatically be excluded from a statutory remedy merely because a manufacturer warranty has expired.

Damage caused by misuse, accidental damage, unauthorised modifications, incompatible components or failure to follow the manufacturer's instructions may affect a warranty claim where the circumstances justify this. Such factors will be assessed fairly and do not automatically remove rights that cannot lawfully be excluded.

5. Return Shipping Costs

For eligible change-of-mind returns, the customer may be responsible for the cost of returning the product, where permitted by law.

If the return is necessary because The Vape Studio supplied the wrong item, or because a product is defective or otherwise qualifies for a statutory remedy, responsibility for reasonable return and delivery costs will be determined in accordance with applicable law and the circumstances of the claim.

Original delivery charges will be handled in accordance with the applicable statutory rights and the reason for the return. Delivery charges will not automatically be withheld where a refund of those charges is legally required.

Unless otherwise agreed, customers should use a suitable, trackable delivery service and package the goods securely. Customers should retain proof of postage until the return has been received and processed.

6. Sale Items

Sale items are subject to the same applicable consumer protections as other products.

A sale or promotional price does not automatically exclude a customer's rights relating to defective, unsafe, incorrectly supplied or misdescribed goods. Change-of-mind returns for sale items may be restricted where permitted by law and where the relevant terms were made clear before purchase.

7. Refunds and Order Cancellations

Once an approved return has been received and assessed, we will notify you of the outcome and any applicable remedy.

Where a refund is due, it will ordinarily be processed through the original payment method where reasonably possible, subject to the payment provider's procedures and applicable law.

We will not impose an automatic 10% handling fee on refunds or cancellations. Any deduction or fee will only be applied where it is lawful, properly disclosed and applicable to the specific transaction.

If an order cannot be fulfilled, or is cancelled in circumstances where a refund is legally required, we will arrange the appropriate refund in accordance with applicable law.

8. Return Authorisation and Packaging

Please obtain return authorisation from The Vape Studio before sending goods back, except where applicable law requires otherwise.

Include your order number and contact details with the return. Where reasonably necessary for safe assessment, include the relevant accessories, charging equipment or other components associated with the reported fault.

Please package the goods securely to prevent further damage during transit. Customers remain responsible for loss or damage occurring during a return shipment to the extent provided by applicable law.

9. Contact Us

For returns, exchanges, warranty claims or refund enquiries, contact:

The Vape Studio
Address: Shop 14, Royal Palms Center, corner of Loch Street and Pierneef Boulevard, Meyerton, Gauteng, 1961
Telephone: 0734985481
Email: info@thevapestudio.co.za
Website: www.thevapestudio.co.za