Refund Policy

TrekVape Refund Policy

At TrekVape, we value your satisfaction and aim to ensure that every transaction—whether individual or wholesale—is handled professionally and transparently. Our refund policy has been crafted to provide fairness and clarity while aligning with our operational procedures across Europe. Please review the following guidelines to understand how refunds are processed.

1. Cancelling an Order & Refund Eligibility

If you change your mind after placing an order, you may cancel it within 24 hours of purchase. Provided your order has not yet been processed or dispatched, we will issue a full refund with no penalties.

If your order has already moved into processing or has been shipped, different terms will apply (see below).

2. Refund Requests After 24 Hours

In cases where more than 24 hours have passed since the order was placed:

  • If the package has not yet been shipped but processing has begun, we may issue a partial refund of up to 50% to cover administrative and handling costs.

  • If your order has already been dispatched, it is no longer eligible for a refund.

3. Orders Already Shipped

Once a tracking number has been generated and the parcel has been handed over to the courier, we are unable to cancel or refund your order. TrekVape recommends reviewing your order details carefully before finalizing your purchase.

4. Faulty or Damaged Items

We work exclusively with reputable brands such as Elf Box, Vapme, Al Fakher, and others to ensure top-tier quality. However, should you receive a damaged or defective product, we are happy to offer a replacement or refund under the following terms:

  • Claims must be submitted within 7 days of receiving your order.

  • We may request photographic evidence of the damage to verify the issue and maintain quality standards.

5. Shipping Insurance & Customs Issues

All shipments from TrekVape are covered by insurance during transit. If a package is seized or delayed by customs and not released within a reasonable timeframe, we will issue a full refund of the product cost.

While we actively support customers in resolving customs-related matters, please be aware that customs decisions are beyond our control.

6. Incorrect Delivery Information

It is the customer’s responsibility to ensure that the shipping details provided at checkout are accurate. If an order is returned due to incorrect or incomplete address information, the customer will bear the reshipping costs.

7. Refunds for Wholesale & Bulk Orders

For bulk purchases or wholesale transactions, the refund policy includes the following considerations:

  • Orders that have been shipped in bulk are generally non-refundable due to the scale and logistics involved.

  • If you believe the wrong products were delivered or if there’s a product quality issue, please contact us. We may provide a partial refund or replacement after thoroughly reviewing the claim.

  • Every bulk order is subject to rigorous quality checks before it leaves our warehouse to ensure high product standards.

8. How to Submit a Refund Request

If you believe you are eligible for a refund, please follow these steps:

  1. Contact our customer service team via email at [email protected] or through the support section on our website.

  2. Include your order number and a clear explanation of the issue.

  3. Our team will assess your case and respond within 3–5 business days.

At TrekVape, we are committed to delivering premium disposable vapes throughout Europe, backed by reliable shipping and a responsive customer service team. We are always here to ensure that your experience remains smooth, transparent, and satisfactory.

By placing an order with TrekVape, you agree to the terms laid out in this refund policy. Whether you’re a retail buyer or wholesale customer, your satisfaction is our top priority.