FAQ - Product returns and order cancellation

To access your product returns, go to "My account" then click on the tab "My returns/After-sales service".

• Acceptance of new liquid returns without traces of opening (tamper proof ring intact) in their original packaging at the buyer's expense.
• Acceptance of returns of electronic cigarette kits, boxes and batteries, new clearomizers without traces of opening (protective plastic film intact, adhesive tape intact)
• Acceptance of returns of new consumables and accessories without traces of opening (protective plastic film intact, lids intact, compartments intact, sachets intact, adhesive tape intact).

It is recommended to contact customer service via chat, by telephone or at the email address info@freevap.ch to find out if the product return is eligible for the conditions mentioned above. For the equipment, you have a 24-month manufacturer's warranty from the date of purchase of the product.

A product return can be validated or refused by our customer service, who will subsequently contact you to tell you the reason(s) for the refusal.

Go to the tab "My returns/After-sales service" in "My account".

• Click on the order containing the product(s) to return and/or replace to open it (it will be closed by default).

• If it is eligible for our current policy, check boxes will appear to the left of each product. If this is not the case, your product does not comply with the current policy. 

• Click on the product(s) concerned by the return request (regardless of the nature of the return) and click on the "Return selected products" button.

• An “easy return” pop-up opens.

• Complete all the required fields: "Return Type", "Reason, "Quantity", "Choose File" then click on the check box "I agree with terms & conditions". You will not be able to validate your request without this. Click then click “Submit”.

• A confirmation pop-up will appear to inform you that your return request (replacement or refund) has been made and will be processed by our customer service as soon as possible (excluding weekends and public holidays). 

Go to the tab "My returns/After-sales service" in "My account".

• Click on the button "Cancel the order " to the right of the desired order. For the order to be cancelable, it must be in the status "Integrated order" or "integrated order (unpaid)". If the latter is in"shipped", cancellation is impossible, because this means that the order has already been handed over to the carrier. 

• A pop-up opens. You will need to provide the reason for your cancellation request as well as check the consent box in the terms and conditions. Once done, click send. 

• Once the request to cancel your order has been confirmed, our customer service will process it as soon as possible (excluding weekends and public holidays). 

• To cancel your return request, click on the button “Returns history” 

• Click on the button "cancel return request" next to the return concerned.

• A confirmation message opens, click "OK"

• After loading, your return request is normally completed. To check this, you can go back to your returns history. If the button has disappeared to make way for the words "already canceled", your return cancellation has been taken into account.

• Your returns history can be found at the bottom of the page following your orders. 

• Click on the button to open your history. 

You may not be able to return your or your product as below: 

This could be due to several reasons: 

• Your order is in "integrated order" or "integrated order (unpaid)". In this case, your order has not yet been prepared and shipped, therefore no possibility of return. 
• Your products are not included in our returns policy. Example: goodies, samples or gift cards. 
• Return deadlines (90 days maximum) have passed.

This may also be the case when the product has already been returned as below.

There is indeed tracking of your return.

At each stage of the progress of your request, you will receive an email from our customer satisfaction department. If this is not the case, do not hesitate to check your spam. 

If you have any additional requests, our customer service can be reached by email, telephone or chat from Monday to Friday from 8:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 5:00 p.m. (excluding public holidays). 

Regarding refund and/or replacement times, everything depends on the time the request was made and the availability of our cosmonauts. Your request will in all cases be processed within a maximum of 48 hours and in the order of arrival (excluding weekends and public holidays). 

Shipping costs may be your responsibility only in the following cases:

• Wrong item ordered : error in the choice of variation (nicotine level, colors, etc.) for example.
• "Autre" : depending on the case, this will be defined by our customer service.

Conversely, shipping costs will be our responsibility (subject to photo and/or video proof) in the following cases: 

• Order preparation error
• Missing product
• Broken product
• Defective product