THE VAPE STUDIO

Shipping, Payments, Returns, Refunds and Hardware Warranty Policy

Website: www.thevapestudio.co.za
Last updated: 26 October 2026

This policy explains how The Vape Studio processes orders, delivers products, accepts payments and handles returns, refunds and hardware warranty claims.

This policy must be read together with our Website Terms and Conditions. All provisions are subject to applicable South African law, including the Consumer Protection Act 68 of 2008 and, where applicable, the Electronic Communications and Transactions Act 25 of 2002.

Nothing in this policy is intended to exclude or restrict any consumer right that cannot lawfully be excluded or restricted.

1. Orders and Processing Times

Orders are processed once payment has been confirmed and product availability has been established.

Our standard processing schedule is:

• Orders placed and paid for before 12:00 on a business day will normally be prepared for courier collection on the same day.

• Orders placed or paid for after 12:00 will normally be processed for dispatch on the next business day.

• Our courier currently collects parcels once daily, at approximately 12:30.

• Orders are not dispatched on Saturdays, Sundays or South African public holidays.

Orders received on Fridays after the daily collection may only be dispatched on the next business day.

These are standard processing targets rather than guaranteed dispatch times. Delays may occur due to payment verification, stock availability or circumstances beyond our reasonable control.

If a product becomes unavailable after an order has been placed and paid for, we will contact you to discuss an appropriate alternative or refund.

2. Shipping and Delivery

We use third-party courier services, including The Courier Guy, to deliver orders within South Africa.

2.1 Standard Delivery Fee

Our standard advertised delivery fee is R120 per order.

Standard delivery is available to eligible addresses serviced by our courier partners. Delivery times depend on the destination and the courier service.

If you are uncertain whether your address is covered by standard delivery, please contact us before placing your order.

2.2 Outlying and Remote Areas

The standard advertised delivery fee for outlying areas is also R120 per order.

Some remote destinations may attract an additional courier surcharge because of their distance, accessibility or service classification.

If an additional fee applies, we will inform you of the amount and obtain your agreement before charging the additional amount or dispatching the order. If you do not wish to proceed, we will discuss the available cancellation and refund options in accordance with applicable law.

Please contact us before placing your order if you are uncertain whether your address attracts an additional charge.

2.3 Free Shipping

Orders with an eligible merchandise total exceeding R1,000 qualify for free shipping when the applicable free-shipping option is available at checkout.

Free shipping applies to eligible local and overnight delivery services. It does not automatically include remote or outlying destinations that attract additional courier charges.

If your address attracts an additional charge, we will inform you and obtain your agreement before proceeding.

Please select the free-shipping option at checkout when it is available and applicable to your order.

2.4 Estimated Delivery Times

As a general guide, delivery normally takes approximately 2–3 business days after dispatch. Some destinations may require 2–7 business days or longer.

These are estimates rather than guaranteed delivery times. Delivery may take longer due to the destination, courier capacity, public holidays, adverse weather or other circumstances.

Where a specific delivery date or service level has been expressly agreed, that agreement and your statutory rights will apply.

2.5 Tracking and Delivery Enquiries

Once your order has been processed and handed over to the courier, we will send the tracking details to the email address associated with your order.

Please allow a few hours for the courier's tracking system to update.

After collection, you may contact the courier directly for tracking updates or to request changes to delivery instructions. Such changes are subject to the courier's procedures and may not always be possible.

If your parcel is delayed, lost, damaged or delivered incorrectly, please contact us so that we can assist with the investigation. The use of a third-party courier does not remove any responsibility that The Vape Studio has under applicable law.

2.6 Delivery Address

Customers are responsible for providing accurate delivery details when placing an order.

Please check your delivery address, telephone number and email address before completing checkout. If you identify an error after placing an order, contact us as soon as possible.

We will make reasonable efforts to assist with address changes, but changes may not be possible after dispatch. Any additional delivery charges will be communicated before being charged, where applicable.

2.7 Collection in Store

Customers may select the collection option at checkout where available.

Collection address:

Shop 14, Royal Palms Center, corner of Loch Street and Pierneef Boulevard, Meyerton, Gauteng, 1961.

Store operating hours:

• Monday–Friday: 09:00–19:00

• Saturday: 09:00–18:00

• Sunday: 09:00–14:00

Please bring your order number and proof of payment if requested.

Orders must be confirmed as ready for collection before you visit. Please wait for collection confirmation before travelling to the store.

3. Payment Methods

The Vape Studio currently accepts payments through Adumo and Payflex, where the relevant option is available at checkout.

Available payment methods and any applicable payment conditions will be displayed during checkout.

All transactions are processed in South African Rand (ZAR), unless expressly stated otherwise.

3.1 Adumo Payments

Adumo processes payments through its payment facilities. Card and other payment options will depend on the methods made available at checkout.

Customers must follow the payment instructions provided during the transaction. An order will be processed once payment has been successfully confirmed.

3.2 Payflex Payments

Payflex may provide eligible customers with payment options in accordance with Payflex's applicable terms, eligibility requirements and approval processes.

The availability of Payflex does not guarantee that every customer or order will qualify. Customers should review Payflex's terms and payment schedule before confirming a transaction.

3.3 Payment Security

The Vape Studio takes reasonable steps to protect customer and transaction information.

Payment information may be collected and processed by the relevant payment provider through its payment environment. The handling of payment information is also subject to that provider's terms, privacy notice and security practices.

Customers should not send full card details or sensitive payment credentials by email or other unsecured communication channels.

4. Returns, Exchanges and Refunds

We aim to resolve product issues fairly and in accordance with South African consumer law.

4.1 Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged, unsafe or defective product, please contact us as soon as reasonably possible.

Please provide your order number, a description of the issue and photographs or other supporting information where appropriate.

We may request that the product be returned or presented for inspection where reasonably necessary.

Where a statutory remedy applies, we will handle the claim in accordance with applicable law. Under section 56 of the Consumer Protection Act, qualifying defective goods may generally be returned within six months of delivery, subject to the circumstances and requirements of the Act. Depending on the circumstances, the consumer may be entitled to a repair, replacement or refund.

4.2 Online Order Cancellations and Change-of-Mind Returns

Certain online transactions are subject to a cooling-off right under section 44 of the Electronic Communications and Transactions Act, generally exercisable within seven days, subject to the Act's exceptions and requirements.

Where this right applies, the customer may cancel within the applicable period without giving a reason. The direct cost of returning the goods may be recoverable from the customer where permitted by law.

Some products and transactions may fall within statutory exceptions. We will assess the nature of the product, its condition and the applicable legal requirements before determining whether a change-of-mind return is permitted.

Please contact us before returning a product so that we can provide the appropriate instructions.

4.3 E-Liquid Return Policy

E-liquid flavour preferences are subjective and can vary from person to person.

For this reason, we do not accept change-of-mind returns solely because an e-liquid's flavour does not meet a customer's personal taste expectations, except where a return or other remedy is required by applicable law.

For quality-control, safety and hygiene reasons, opened or used e-liquid cannot be resold or reused.

This policy does not remove any rights a customer may have if an e-liquid is defective, contaminated, incorrectly supplied, unsafe or materially different from its description.

If you believe an e-liquid has a product defect or quality issue, please contact us so that we can investigate.

4.4 Consumables and Hygiene-Sensitive Products

Products such as e-liquids, coils, disposable vaping products, pods, cartridges, atomizers and mouthpieces may be subject to specific restrictions for health, hygiene, safety or product-integrity reasons.

Opened, used, tampered-with or unsealed products may not qualify for a change-of-mind return where an applicable legal exception permits that restriction.

However, the classification of a product as a consumable does not automatically remove statutory rights relating to defective, unsafe, incorrect or misrepresented goods.

Each claim will be assessed in accordance with applicable law.

4.5 Out-of-Stock Products

If a product becomes unavailable after an order has been placed and paid for, we will contact you.

Where appropriate, we may offer an alternative product of equivalent value, but an alternative will only be supplied with your agreement.

If an acceptable alternative is not available or you do not wish to accept it, we will arrange a refund in accordance with applicable law.

4.6 Refund Processing Times

Once a refund has been approved, we will process it through the original payment method where reasonably possible and appropriate.

As a general guide, allow up to 10 business days after the refund has been processed for the funds to reflect. The actual time depends on the payment provider and the customer's bank.

Where a specific statutory refund deadline applies, that deadline takes precedence over this general estimate.

4.7 Return Shipping Costs

Where a return is required because a product is defective, incorrect or otherwise qualifies for a remedy at the supplier's expense, return costs will be handled in accordance with applicable law.

For a change-of-mind return, the customer may be responsible for the direct cost of returning the goods where permitted by law.

5. Hardware Warranty Policy

Electronic vaping devices and their components are functional products that may experience wear, degradation or failure over time, particularly with frequent use.

The Vape Studio provides the warranty cover described below, subject to the applicable manufacturer's warranty terms and the consumer's statutory rights.

Nothing in this section removes or restricts any warranty or remedy that cannot lawfully be excluded under South African law.

5.1 Electronic Mods and Electronic Devices

Electronic mods and other qualifying electronic devices are generally covered by a six-month warranty, subject to the product's applicable warranty terms and any longer or additional rights provided by law.

The warranty period normally runs from the original date of purchase. Proof of purchase is required to establish the purchase date and assess a warranty claim.

Where a manufacturer's warranty provides additional protection, its applicable terms may also apply.

5.2 Rebuildable Atomizers and Mechanical Mods

Rebuildable atomizers and advanced devices, including RBAs, RDAs, RTAs, RDTAs and mechanical mods, may require specialist knowledge and careful handling.

These products are not recommended for inexperienced users who do not understand their safe operation, electrical requirements, battery safety or maintenance.

Customers should research the product carefully and follow the manufacturer's instructions before use.

The Vape Studio does not offer an additional voluntary warranty on these specialist products unless expressly stated in writing. This does not exclude any statutory rights or remedies that apply under South African law.

5.3 Consumable Components and Commercial Tanks

Coils, pods, cartridges, cartomizers, atomizers, mouthpieces and similar components are generally consumable or hygiene-sensitive products. They are therefore not covered by an additional voluntary warranty for ordinary wear, depletion or hygiene-related change-of-mind returns.

This does not exclude statutory remedies for qualifying defects.

Tanks may leak for a variety of reasons, including heat, liquid viscosity, seal condition, coil degradation, movement, assembly or maintenance.

If a tank leaks, please contact us so that the issue can be assessed. Where the tank has a qualifying defect, it will be handled in accordance with applicable warranty terms and consumer law.

If a leak is caused by a confirmed defective seal and the problem cannot reasonably be resolved by replacing the seal, we will assess the tank for repair, replacement or another applicable remedy.

5.4 Conditions That May Affect a Warranty Claim

A warranty claim may be affected where inspection establishes that the fault resulted from:

• Accidental or physical damage, including dents, chips, cracks or damage to the device body;

• A broken or damaged USB port;

• A button that has been damaged through improper handling;

• Unauthorised repairs, modifications or replacement parts;

• Incorrect assembly, cleaning, maintenance or operation contrary to the manufacturer's instructions;

• Negligent, abusive or improper use;

• Use with modified or incompatible components; or

• Normal wear and tear or ordinary deterioration through use.

These conditions will be considered when determining the cause of a fault and whether a voluntary warranty applies. They will not automatically invalidate a claim where the evidence or applicable law requires a different outcome.

If a product is visibly damaged when received, stop using it and contact us promptly. Do not attempt to charge or operate a device that may be unsafe.

5.5 Proof of Purchase and Product Accessories

A valid proof of purchase is required to verify the purchase date and assess warranty eligibility. Please retain your receipt or order confirmation.

Where reasonably necessary, we may ask you to return the device with its accessories and packaging to enable proper inspection.

A missing box, sleeve or accessory may affect a manufacturer's voluntary warranty or the practical assessment of a claim. However, missing packaging or accessories will not automatically remove a consumer's statutory rights.

We will not impose a handling fee merely because an accessory is missing where doing so would unlawfully restrict a statutory remedy.

5.6 Fault Assessment and Testing

We may require a reasonable testing period of up to 72 hours to investigate a reported fault and determine its cause.

This testing period may not be necessary where the fault is immediately apparent or can be adequately demonstrated through clear video evidence or other reliable information.

We will make reasonable efforts to communicate the outcome of the assessment and any available remedy.

The assessment process will not be used to delay or defeat a consumer right or statutory deadline.

5.7 Instructions, Cleaning and Maintenance

Customers should read and follow the manufacturer's instructions for use, cleaning, charging, battery safety and maintenance.

Failure to follow instructions may contribute to product damage or affect a voluntary warranty claim where it caused the fault.

If a product appears damaged or unsafe, discontinue use and contact us for assistance.

5.8 Repairs and Modifications

Unauthorised repairs, modifications or incompatible replacement parts may affect a voluntary warranty where they caused or contributed to the fault.

Customers should not apply substances, markings or materials that may damage the device or enter its internal components.

This provision does not exclude statutory rights where a defect is unrelated to the customer's actions or where the law requires a remedy.

5.9 Replacement Products

Where a device is repaired or replaced under a warranty, the applicable warranty period and any further rights will be determined by the relevant manufacturer's warranty and applicable South African law.

A replacement does not automatically remove rights that apply to the original transaction or any subsequent product defect.

5.10 Excluded Items and Normal Wear

An additional voluntary warranty generally does not cover normal wear and tear, routine consumable replacement or ordinary ageing of a product.

Items such as mouthpieces, cartridges, coils, RBAs, lanyards and leather cases may not carry an additional voluntary warranty unless expressly stated.

Clearance products may also be subject to specific voluntary warranty terms, where lawfully permitted.

These exclusions do not remove statutory rights relating to qualifying defective goods.

5.11 Expired Warranty Periods

Once an applicable voluntary warranty period has expired, a claim under that particular voluntary warranty may no longer be available.

However, the expiry of a manufacturer's warranty does not automatically remove any separate statutory rights or remedies that may still apply under South African law.

6. Privacy and Payment Information

Personal information collected during an order or warranty claim is handled in accordance with The Vape Studio's Privacy Policy and applicable South African privacy legislation, including POPIA.

Information may be shared with Adumo, Payflex, courier companies and other authorised service providers where reasonably necessary to process payments, fulfil orders, investigate claims or meet legal obligations.

Please refer to our Privacy Policy for further details.

7. Contact Us

For questions about shipping, payments, returns, refunds or warranty claims, please 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

Please include your order number when contacting us about an existing order or warranty claim.