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Warranty and Returns

Warranty and Returns

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Foreword:

We are the VOOPOO official online store, and all products on shop.voopoo.com are 100% original with high quality. Credit card such as master card, visa as well as other available payments are performed under an encrypted network and a secure method of transmission provided by our partner USEEPAY. After you receive the order, please first carefully check the package and all items to ensure that they are in proper condition.

If there are any issues, please contact us via service@voopoo.com at first. Our friendly and knowledgeable staff is ready to assist you from Monday to Friday, 09:00 - 18:00 (UTC +8). Please allow for the time difference, and we will get back to you ASAP, generally in 24 hours on weekdays.

Warranty Period:

Normally, the warranty period for the mod box is 90 days, but Atomizer/atomizer coil/Drip are consumable products what are not within the scope of warranty once it is depleted. Please carefully check the warranty section in the product description.

Kind Reminder:

  • Problems caused by human damage and misuse are not covered by the warranty.
  • The coil is a consumable item and is not covered by warranty after depletion.
  • Any hardware cracking or modification is at your own risk, which will void the warranty.
Order Cancellation:

You can cancel the order or change the shipping address anytime before we send the products out to you. But once the product has been shipped out, we can't change the address. So please think twice before you decide to place an order. If it is necessary for you to change or cancel the order, please contact us within 1 day if at all possible.

30-day Money Back:

Our commitment throughout is to provide our customers with satisfactory products and services . If for any reason you do not want your product within 30 days after receiving it, you can return the unopened or unused product to us. Items that have been opened, used, or are not in a resale state do not qualify for a refund.

Please contact us with information below:

  1. Order number (like SP12345)
  2. Product you want to return
  3. Reasons
    Free Exchange:

    We provide free exchanging for you if you receive:

    • Defective items
    • Damaged items
    • Items does not match the description

    Please send us clear video/video link/images to present the issue. If no evidence is provided, we’re unable to make the refund nor take other proper measures. 

    Kind Reminder:

    If you have trouble in using new VOOPOO device or accessaries, please refer to our 👉TECH FAQ👈 and 👉TROUBLE SHOOTING👈 pages at first. They will help you with common use issues.

    Missing Items:

    We are confident that every order will be processed in a fast and correct manner. However, sometimes errors may occur. If any items are missing in the package, please contact us asap:

    1. Order number (like SP12345)
    2. Missing item name
    3. Clear pictures of outer packaging
    4. Visible shipping label

    After checking out, we will resend the lost items/accessories to you for free. Or, we can arrange a refund for your lost item.

    Kind Reminder:

    Sometimes, your order may be separated into several packages because of different delivering warehouse or products' overheight. Please sign in your member account on shop.voopoo.com to get more detail shipping information.

    Shipping Issues:

    If you finally don't receive the package due to logistics/customs reasons, we will be responsible for all losses, and you can ask us to resend a new package to you or get a full refund.

    Please contact our after-sale service team at service@voopoo.com for re-sending another package or refund if your package is not delivered within 45 business days since shipment.

    Refund Terms:
    1. We will issue a refund within 48 hours during working days after receiving your reasonable request of refunding.
    2. The items must be refunded until  we receive the items in good and original condition.

    Due to the long bank transferring process, please wait for 1-7 working days for the refund to appear in your credit card account. You can also contact your card bank for further information.

    Finally Yet Importantly:

    Any question or problems, please don't chargeback, just contact our support team via service@voopoo.com to get more information or refund. Please do not worry. We will reply to you soon and always stand by your side.

    If you have any other concerns, please leave us comments below. We will provide you with timely answers. At the same time, this can also help people with similar questions. We will be so grateful for your interaction and support!❤️❤️

      13 comments

      Hello Jess,

      Sorry that we don’t find a direct way to reply to your comments. BUT we’d like to sincerely apologize for the experience you had with our product.
      Because you have bought this item from other shops not directly from our online store, did you contact our support team yet? service@voopoo.com

      We strive for excellence in customer service, but it’s clear we missed the mark in your case.
      I have forwarded your message to them, they will reply to you soon. We do hope that if you refer to them with a detailed explanation of the issue you’re experiencing, they’ll be able to assist you with it.

      We do really hope that this conflict can be resolved and begging for the cooperation on this matter.
      Looking forward to hearing from you.

      Best regards,
      VOOPOO Team.

      shop.voopoo

      I recently purchased a drag 3. I have never been disappointed in a voopoo anything I have purchased. I have had your products and they lasted forever. But I am beyond disappointed. The first thing that happened was the batteries fell out. I thought it was a one time occurrence but it will just not hold the batteries in. So I taped it. I would have survived this. But then on top of the batteries not staying in the mod. Now the tank won’t stay on. The whole silver price keeps coming off. I tried screwing it back on but it will not stay on there. I don’t like going online to shame companies especially one that has taken care of me throughout the last 6 years. But what else is going to happen? Do I have to go and buy a whole new mod? Would I even purchase another voopoo if they are literally just going to fall apart? I loved voopoo. It was the only thing I would vape with. But this thing isbatnd new and I can’t imagine a whole lot else that can go wrong with it. But who knows because I have never had a mod fall apart before.

      Jess

      I recently purchased a drag 3. I have never been disappointed in a voopoo anything I have purchased. I have had your products and they lasted forever. But I am beyond disappointed. The first thing that happened was the batteries fell out. I thought it was a one time occurrence but it will just not hold the batteries in. So I taped it. I would have survived this. But then on top of the batteries not staying in the mod. Now the tank won’t stay on. The whole silver price keeps coming off. I tried screwing it back on but it will not stay on there. I don’t like going online to shame companies especially one that has taken care of me throughout the last 6 years. But what else is going to happen? Do I have to go and buy a whole new mod? Would I even purchase another voopoo if they are literally just going to fall apart? I loved voopoo. It was the only thing I would vape with. But this thing isbatnd new and I can’t imagine a whole lot else that can go wrong with it. But who knows because I have never had a mod fall apart before.

      Jess
      Leave your thought here

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