VanVape REFUND / RETURNS / WARRANTY / EXCHANGES POLICY:
We are always open to and willing to consider your case in the event of a wish for the return or exchange of a product purchased at our store, either online or retail.
We regret that we do not accept returns for/on any E-liquids.
All hardware items sold via our online or retail store(s) carry a 3 month limited warranty.
Please carefully read through our policy conditions, as stipulated here-under.
Please note, vanvape will automatically assume, unless stated or agreed upon otherwise beforehand, that the above Refund / Returns / Warranty / Exchanges policy has been accepted by the Customer, and that the Customer further agrees to the terms as laid out within.
Return of Defective Products:
Returns of any defective products are entitled to a replacement only during the manufacturer’s warranty period, in accordance with the manufacturer’s warranty return policy, AND, in the event that our qualified repair company and technicians cannot repair the item locally. Please note that in certain cases, the Customer may be liable to process warranty claims directly with the manufacturer.
Our policy states that any and all claims towards a defective product, whether they be seemingly ‘obviously’ defective or not, must be sent in to our authorised assessment and repair company for a detailed analysis and report.
We require 7 working days (though it is very often quicker) to submit any defective products to our technicians, and to receive an assessment report.
Costs of this are subject to the condition in which the device is returned to us. Should there be NO signs or indications of improper use, physical or liquid damaged: vanvape will cover the costs involved for the courier to, as well as assessment by our technicians.
Should it further be found that the device is faulty, without any signs of misuse, physical or liquid damage by the customer, vanvape will further cover all costs to attempt a repair on the item, as well as (if applicable) any courier costs for the return of the repaired item back to the customer.
Should the technicians assessment find that the device was damaged through to any improper use, physical or liquid damages, the device warranty will automatically be voided, and any repair and courier fees will lie fall to the responsibility of the customer.
Please note: Once the assessment has taken place, and a decision to repair has been confirmed (either by cover or warranty, or decision by the customer to repair a non-warranty covered item), we/our technicians require a minimum of 7-10 working days in order to complete the repair, extensively test the repaired item, and return the item to vanvape, and (if applicable), courier the device back to the customer.
Courier services (if applicable) for all warranty queries/claims are done via 24-48 hour road freight service, in order to minimize costs and risks involved.
We understand that any warranty claim process may be frustrating, and kindly request that just as we try our very best to be fair and reasonable, you do the same.
Without a professional assessment, we cannot confirm any situation / claims. We hope you can understand, vanvape have been subjected to an extremely large amount of warranty/returns ‘fraud’, whereby having given the customer the benefit of doubt in offering a direct warranty exchange, we’ve later found through professional assessments that a very large amount of these devices exchanged were in fact damaged as a result of the customers improper use, liquid damages, etc.
If a client is not satisfied with a purchase, at the full discretion of vanvape, the product may be accepted for a return / exchange within seven days of the delivery for a full value credit , LESS any shipping costs, and a 15% handling fee (this is to cover any bank fees, stationary, and time involved for staff to process the return).
Full refunds will only be issued if products are returned unopened, and with all packaging and any other materials that were part of the original purchase.
Should an opened, but unused product be returned, a 25% re-stocking fee will be charged, provided that all the original packaging, accessories and all originally supplied materials are provided with it.
Should an opened item be returned without some or all of the original packaging and materials, vanvape fully reserves the right to, at its sole discretion: Either reject the return, or levy an additional fee.
Vanvape returns / refund / exchange policy herewith clearly states that:
We will not accept refunds on items, simply on the basis that a Customer does not like the purchased product, or that the product is not what the Customer had thought the product might be like.
If there is no manufacturer defect, or the purchased item is not acting or behaving abnormally, we will not be liable to offer any refund or exchanges whatsoever.
We are a small business, and cannot afford to simply accept returns on items in a situation where the Customer has a case of ‘buyers remorse’, or did not assess their financial budget prior to the purchase.
Goods returned in opened packaging need to be returned in a condition that is fit for resale, i.e. in an “unused” / “new” condition, if any accessories / extras (e.g. Coils) have been used, the retail cost of these will be deducted, on top of any admin / handling fees (fees can be referenced and are as detailed above in the “General Returns” section).
Consumables will only be considered for return / refund if they have not been opened, and can be proven to have been kept in a cool/dry condition.
All products being shipped back to vanvape should be carefully packed in protective materials where necessary. The package should include the original order number, and a return address clearly marked.
Should a product be damaged while being shipped to our offices; vanvape will not be liable for the damages. It is recommended to insure any items that you send to us.
Kindly confirm with us via a phone call or email before sending an item back for a potential (partial) refund, and we will gladly assist your query should the above/below policy be unclear to your situation.
All products sold by vanvape are covered by the manufacturer’s original warranty, which is a standard of 3 months from the date of order, unless otherwise stated. This is, for the vast majority of cases, the warranty that which we are given, and extend to you, our customer. Some products may have a longer manufacturer warranty, and we honour these cases as well.
Should you have a faulty item, please contact us and we’ll assist you by providing you with the details for the return process. In this case, the Customer will be responsible for arranging delivery of the faulty item back to vanvape, but vanvape will cover the return shipping costs back to the Customer. (Please see conditions for this above)
In the unlikely event that a product sold by vanvape is DOA (Dead On Arrival) or becomes faulty within 7 days of the delivery date, and once we are completely satisfied that the device has not been mishandled in any way, we will arrange for a courier to collect the item from you and will cover the shipping costs both ways.
If, however, upon receiving the device and sending it to our repair and assessment technicians, it is found that the device was in fact damaged through any customer-related causes – we will require that the shipping costs be refunded to us by the customer, and will offer to send the device in for possible repairs, at the expense of the customer. (This scenario implies a void on the devices warranty, and thus vanvape cannot / will not be liable to cover costs involved).
NOTE: As is the nature of electronic devices and the associated supply chain, we will require a minimum of 4-5 working days to assess any items returned to us.
Assessments are performed by a professional technician, and inspections will be made on the device to ensure the device/item has not:
a) Been tampered with / opened in any way.
b) Been subjected to any form of water / liquid damage.
c) Been physically / maliciously damaged in any way.
Should any of the above be true in the case of any claim for warranty, refund or return on any item sold by vanvape, vanvape reserves the full right to immediately dismiss said claim(s).
In the event that your product is DEFECTIVE, vanvape will exchange it as long as it is returned UNUSED, in a ‘new’ condition, together with it’s original packaging and with all product component parts / accessories.
Vanvape are not and will not be liable to accept any returns for any products sold that have been used, and maybe have been physically damaged (e.g. dropped), subjected to liquid / water damages, or any other reason that Vanvape would be further unable to claim a legitimate warranty/refund from their suppliers/original manufacturers.
Vanvape will, however, do it’s best to ensure that any faulty devices, etc., are assessed fairly, and that in the case of a legitimate manufacture defect being in question – a solution / replacement / refund is actioned. (Whichever is most favorable to the Customer.)
Return claims must be ‘filled in’ (submitted via Email or in-person at any of our retail stores, preferably where the unit was originally purchased), within 3 days of receipt of the defective item. Should the unit have been purchased online, shipping charges to return an item back to vanvape are the Customer’s responsibility.
We strongly recommend you insure your package as we are not liable for items that are lost or damaged while in transit.
Vanvape ARE NOT, AND WILL NOT, be held liable to accept returns or complaints for any items damaged through improper use!!!
Vanvape may, under (rare) certain circumstances, consider an exchange of an E-liquid purchased at our store(s), but are not liable to do so.
We do however regret, we cannot, under any circumstances, action a refund/exchange on any consumable items (e.g. e-liquids) once they have been opened!
The Customer herewith agrees that, should vanvape together with the Customers ‘issue at hand’ adhere to the above policy to the best of it’s ability, that he/she will under no circumstances be permitted to publish any negative or slandering reviews, comments or feedback on any internet or other public platforms, including but not limited to social media (Facebook, Instagram, Twitter, etc.), internet forums / blogs, website / website review platforms, print press/media, etc.!
The Customer hereby agrees that vanvape will have full authority to perform any counter-measures necessary in the event of the Customer having acted beyond the scope of this policy, and in finality agrees that they have read and understood the policy details as written above.
This website (https://vanvape.co.za) is operated by VanVape.
All instances of the terms “we”, “us” and “our” throughout this document refer to VanVape.
By accessing or using any part of this website and the information,
products and/or services contained therein, you agree to be bound by the following Terms
of Service. These Terms of Service apply to all users of the site, including without limitation
customers, browsers, vendors, merchants, or content contributors. Please read these
Terms of Service carefully before accessing or using our website. If you do not agree to
the Terms of Service, then you may not access the website or use any services or
products offered therein.
These Terms of Service also apply to any new features that may be added to the website.
We reserve the right to update, amend or replace any part of these Terms of Service by
posting updates and/or changes to our website. You can review the most current version of
the Terms of Service at any time on this page. Your continued use of the website following
the posting of any changes constitutes acceptance of said changes, which are deemed to
have taken effect at the time of posting.
WEBSITE STORE TERMS
The VanVape products contain liquid nicotine, a legally age-restricted product.
Accordingly, we do not sell any of our products to minors under the age of 18. By agreeing
to our Terms of Service, you confirm that you are 18 years of age or older and that you are
not purchasing any items for use by a minor under the age of 18. Additionally, you may not
use our service or products for any illegal or unauthorised purpose, nor may your use of
our service violate any laws, including copyright laws.
We reserve the right to refuse service to anyone for any reason at any time.
You understand and accept that your data (excluding credit card information) may be
transferred unencrypted and involve:
(i) transmissions over various networks; and
(ii) changes to conform and adapt to technical requirements of connecting networks or
Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion or aspect of
the Service without express written permission from VanVape.
ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible for information that is not accurate, complete or current. The
material on this site is provided for general information only and should not be used as the
sole basis for making decisions without consulting more accurate, more complete or more
current sources of information. Any reliance on the material on this website is at your own
risk. We reserve the right to update information periodically but have no obligation to do so.
You agree that it is your responsibility to monitor changes to the information presented
on this website.
Certain products may be available exclusively online through the website. These products
may have limited quantities and are subject to return or exchange only according to our
We have made every effort to display as accurately as possible the colours and
appearance of products offered on the website. We cannot guarantee that your browsing
device will display colours accurately.
We reserve the right to limit the sales of our products to any person, country or jurisdiction
and may exercise this right on a case-by-case basis. We reserve the right to limit the
quantities of any product that we offer, or to discontinue any product at any time. Any offer
made for any product on this website is void where prohibited.
We do not warrant that the quality of any products purchased or information offered will
meet your expectations, or that any errors in the Service will be corrected.
Product images on the website are for illustrative purposes only and may vary from actual
product. We do take every care to provide the closest representation of the actual product
PAYMENT OPTIONS AND PRICING
All transactions will be processed in South African Rands (ZAR). We reserve the right to
change prices at any time without prior notice. Our website offers payment via Mastercard
and Visa credit cards or Electronic Funds Transfer (EFT). Please follow the procedures
and instructions on the Checkout page to effect payment for your order. We strive to offer
you competitive prices on all products. The total order cost will include the price of the
product(s) as well as applicable taxes and shipping charges calculated as at the date of
Should VanVape reduce its website list price on any shipped
product(s) within 10 working days of shipment, you may request a refund of the difference
between the price you were charged and the subsequently reduced website list price. To
receive the refund you must contact us within 14 days of shipment.
RETURNS AND WARRANTY INFORMATION
We offer a 3 (three) month warranty on most of our products. We will only replace items if
they are delivered in a defective state by our suppliers, or if they become defective within
the three month warranty period due to a manufacturing or assembly defect. We cannot accept
returns on items that have become defective due to abuse, misuse or incorrect
usage of the product by the user. If a defective item needs to be replaced, we will
exchange it for another item of the same brand, model and type, provided the defect
occurs within 3 months of purchase and you return the defective item to us along with the
original product packaging and accessories bundled with the product.
The 3 month warranty applies to all mods, atomisers, batteries and associated accessories
like battery chargers. We cannot accept returns on pre-made coils or e-liquids which have
been opened, due to the nature of these products.
If you require assistance with a warranty claim, please contact us at:
Lead time is dependent on stock availability. Should we have stock available, orders will
be dispatched the same day provided payment is received and validated before 14h00.
Every effort is made to deliver your order timeously. However, unforeseen circumstances
may result in delays. In such an event, we will contact you via email and provide a revised
We offer a flat shipping rate of R100 for delivery within Gauteng, and R120 for all other
provinces in South Africa. Orders received and paid for by 12h00 on weekdays will be
delivered within 3 working days countrywide, excluding weekends and public holidays.
Please ensure that the correct delivery address is provided with your order as we are not
liable for shipments for which incorrect delivery details were provided. Occasionally
packages are returned to us as undeliverable. Should this happen, we will make
reasonable attempts to contact you and arrange re-delivery. Also, please ensure that you
have read and understand the Terms of Service before placing your order.
The products offered on our website are available to South African residents and shipping
addresses only, unless otherwise authorised by management.
ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order placed with us. We may, at our sole discretion,
limit or cancel quantities purchased per person, per household or per order. These
restrictions may include orders placed using the same customer account, the same credit
card number, and/or orders which use the same billing and/or shipping address. If we
change or cancel an order, we may attempt to notify you via the email address or phone
number provided by you. We reserve the right to limit or prohibit orders that, in our sole
judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for
all purchases made through our website. You agree to promptly update your account and
other information, including your email address, credit card number(s) and expiry date(s),
so that we can complete your transactions and contact you as needed.
All credit card transactions on our website are processed by Virtual Card Services (VCS).
All credit card transactions are 128 bit Secure Socket Layers (SSL) encrypted. The
company registration documents and the site’s registered domain name are checked and
verified by Thawte, assuring the cardholder and merchant that nobody can impersonate
VCS to obtain confidential information.
Virtual Card Services is committed to providing secure online services. All encryption
complies with international standards. Encryption is used to protect the transmission of
personal information when completing online transactions. Virtual Card Services internet
servers are protected by firewalls and intrusion detection systems. Further, Virtual Card
Services continually reviews and enhances its security in line with technological
developments. Finally, the merchant does not have access to the cardholder’s credit
pages related to this website.
All the information gathered in the online forms on the website is used to personally
identify users who subscribe to this service. The information will not be used for anything
other than that which is stated in the Terms of Service for use of the website. None of the
information will be sold or made available to anyone.
The website may collect certain information about our web traffic, such as the name of the
internet service provider and the Internet Protocol (IP) address through which you access
the internet; the date and time you access the webite; the pages that you access while at
the website and the internet address of the website from which you linked directly to our
site. This information is used to help improve the webite, analyse trends, and administer
We may change this policy periodically to address new issues and reflect changes on our
site. We will inform you of such changes on this page so that you will always know what
information we gather, how we use that information, and whether we will disclose that
information to anyone. Please refer to this policy regularly.
agree to this policy, please do not use our website. Your continued use of the website
following the posting of changes to these Terms of Service will signify your acceptance of
COOKIE & TRACKING TECHNOLOGY
The website may use cookie and tracking technology depending on the features offered.
Cookie and tracking technology is useful for gathering information such as browser type
and operating system, tracking the number of visitors to the webite, and understanding
how visitors use the webite. Cookies can also help us to customise the webite for visitors.
Personal information cannot be collected via cookies and other tracking technology.
However, if you previously provided personally identifiable information, cookies may be
linked to such information. Aggregate cookie and tracking information may be shared with
THIRD PARTY HYPERLINKS
We may provide hyperlinks to other websites and resources, in order to add value for our
website visitors. You understand and agree that we are not responsible for the availability
of such external websites or resources, and we do not endorse nor are we responsible or
liable, directly or indirectly, for the privacy practices or the content of such websites. This
includes, without limitation, any advertising, products or other materials or services on or
available from such websites, nor for any damage, loss or offence caused or alleged to be
caused by, or in connection with, the use of or reliance on any such content, goods or
services available on external websites or resources.
With the exception of account/billing and order information, any content submitted by you
(reviews, feedback, competition entries, suggestions, proposals, articles, etc.) whether
online, by email or postal mail will be deemed “user content”. You agree that we may, at
any time and without restriction, publish, copy, edit, distribute or translate user content in
any medium. You further agree that we have no obligation to maintain user confidentiality,
pay compensation for user content, or respond to user content.
We may monitor, edit or remove user content that we deem to be unlawful, offensive,
threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable, or
which violates any party’s intellectual property or these Terms of Service.
You agree that your user content will not violate any right of any third party, including
copyright, trademark, privacy or other personal or proprietary right. You further agree that
your comments will not contain libelous or otherwise unlawful, abusive or obscene
material, or contain any computer virus or malware that could in any way affect the
operation of the Service. You may not use a false email address, present as someone
other than yourself, or otherwise mislead us or third parties as to the origin of any user
content. You are solely responsible for any user content you submit. We take no
responsibility and assume no liability for any user content submitted by you or any third
ERRORS AND OMISSIONS
Occasionally there may be information on our website which contains typographical errors,
inaccuracies or omissions relating to product descriptions, pricing, promotions, offers,
product shipping charges, transit times and availability. We reserve the right to correct any
errors, inaccuracies or omissions, and to change or update information or cancel orders if
any information on the website is inaccurate at any time, without prior notice (including
after you have submitted your order).
We undertake no obligation to update, amend or clarify information on the website,
including pricing information, except as required by law. No specified update or changes to
the website should be taken to indicate that all information on the website has been
modified or updated.
You are prohibited from using the website or its content: (a) for any unlawful purpose; (b)
to solicit others to perform or participate in any unlawful acts; (c) to violate any
international or national laws, or local ordinances; (d) to infringe upon or violate our
intellectual property rights or the intellectual property rights of others; (e) to harass, abuse,
insult, harm, defame, slander, disparage, intimidate, or discriminate based on race,
ethnicity, gender, sexual orientation, religion, age, nationality, or disability; (f) to submit
false or misleading information; (g) to transmit viruses or any other type of malicious code
that may affect the functionality of this or any other website, or the internet in general; (h)
to collect or track the personal information of others; (i) to spam, phish, pharm, pretext,
spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or
circumvent the security features of this or any other website, or the internet in general. We
reserve the right to terminate your use of the Service for violating any of the prohibited
You agree to indemnify, defend and hold harmless VanVape and
our subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors,
service providers, subcontractors, suppliers, interns and employees, from any claim or
demand, including reasonable attorneys’ fees, made by any third party due to or arising
from your breach of these Terms of Service, or your violation of any law or the rights of a
If any provision of these Terms of Service is determined to be unlawful, void or
unenforceable, such provision shall nonetheless be enforceable to the fullest extent
permitted by applicable law, and the unenforceable portion shall be deemed to be severed
from these Terms of Service. Severed provisions shall not affect the validity and
enforceability of any other remaining provisions.
Failure on the part of VanVape to exercise or enforce any right or
provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service constitute the entire agreement and understanding between you
and us and govern your use of the Service, superseding any prior or contemporaneous
agreements, communications and proposals, whether verbal or written, between you and
us (including, but not limited to, any prior versions of the Terms of Service). Any
ambiguities in the interpretation of these Terms of Service shall not be construed against
These Terms of Service shall be governed by and construed in accordance with the laws
of the Republic of South Africa.
If you have any questions about these Terms of Service, please contact us at
USE OF WEBSITE
You may only use this website to browse the content and make legitimate purchases. You
shall not use this site for any other purposes, including without limitation, to make any
speculative, false or fraudulent purchase. This website and the content provided therein
may not be copied, reproduced, republished, uploaded, posted, transmitted or distributed.
‘Deep-linking’, ’embedding’ or using analogous technology is strictly prohibited.
Unauthorised use of this website and/or the materials contained on this site may violate
applicable copyright, trademark or other intellectual property laws or other laws.
DISCLAIMER OF WARRANTY
The contents of this site are provided “as is” without warranty of any kind, either expressed
or implied, including but not limited to warranties of merchantability, fitness for a purpose
The owner of this site, the authors of these contents and anybody else connected to this
website in any way (hereinafter “Providers”) assume no responsibility for errors or
omissions in these contents.
The Providers further do not warrant or guarantee the safety, reliability, accuracy,
correctness or completeness of these contents. The Providers shall not be liable for any
direct, indirect, general, special, incidental or consequential damages (including – without
limitation – data loss, lost revenues and/or lost profit) which may result from the inability to
use or the correct or incorrect use, abuse, or misuse of these contents, even if the
Providers have been informed of the possibilities of such damages. The Providers cannot
assume any obligation or responsibility.
The use of these contents is forbidden in those places where the law does not allow this
disclaimer to take full effect.
We reserve the right to:
1. Modify or withdraw, temporarily or permanently, the Service (or any part thereof) with or
without notice to you, and you confirm that we shall not be liable to you or any third party
for any modification to or withdrawal of the Service; and/or
2. Change these Terms of Service from time to time. Your continued use of the Service (or
any part thereof) following such change shall be deemed to be your acceptance of such
change. It is your responsibility to check regularly to determine whether the Terms of
Service have been changed. If you do not agree to any change to the Terms of Service
then you must immediately stop using the website.
3. We will employ reasonable endeavours to maintain the website, which is subject to
change from time to time. You will not be eligible for any compensation because you
cannot use any part of the website or because of a failure, suspension or withdrawal of all
or part of the website due to circumstances beyond our control.
We have the right, but not the obligation, to monitor any activity and content associated
with the website. We may investigate any reported violation of these Terms of Service or
complaints and take any action that we deem appropriate. This may include, but is not
limited to, issuing warnings, suspending, terminating or attaching conditions to your
website access and/or removing any materials from the website.
WEBSITE DESIGN AND TRADEMARKS
Designs and trademarks featured on the website are registered to VanVape You undertake not to copy/duplicate the trademarks and designs directly or
indirectly in any way and understand the legal implications thereof. Should you be found to
be in violation of this agreement, you understand that you will be held liable for all legal
costs incurred by VanVape for any civil action or any legal action deemed
necessary against you.
SAFETY ADVISORY: UNREGULATED DEVICES
Unregulated mechanical mods (mechs) are intended to be used only by advanced users
who are familiar with the safety principles and procedures required for these devices. As
we cannot assess your experience or competence level, using unregulated mods is
entirely at your own risk.
Even for advanced users, there is an inherent safety risk in using any and all rechargeable
batteries. We are not responsible for any damage arising from the use of Lithium-ion or
LiPo (Lithium-ion Polymer) batteries and battery chargers. In the interests of your safety,
we offer the following advice on using rechargeable Li-ion or LiPo batteries:
Always place the battery charger on a flat and fire-proof surface.
Never leave batteries to charge unattended.
Inspect your batteries regularly. Do not use batteries if any damage is evident, such
as nicks or tears in the battery wrap, or dents in the battery casing.
Always store and transport batteries in a safe, non-conductive container. Never
carry batteries in your pocket.
Do not use batteries which have been exposed to water, and do not place batteries
in devices which have been exposed to water.
Never puncture, incinerate, crush or otherwise deliberately deform or mishandle
Never dispose of batteries in your household garbage. Instead, wrap the battery in
several layers of cellophane and place it into the battery recycling container at your
nearest recycling centre or retail outlet.
Never stress batteries by drawing more amperage than the battery can safely
deliver. If you do not know Ohm’s Law and how to use it to calculate battery
amperage draw, do not build your own coils.
If the battery starts hissing or sizzling, or the device holding the battery becomes
unusually hot, immediately place the battery or device on a fire-proof surface (like a
concrete floor) and retreat to a safe distance.
Always use the correct battery type for the vaping device, and always ensure that
batteries are inserted with the correct polarity as per the diagram on the device.
Do not place blind faith in the accuracy of multimeters or coil building tabs. These
are not precision instruments and may provide inaccurate readings of your coil
resistance. Always build in a margin of safety.