Refund and Returns Policy

Our policies have been developed in line with German and European consumer protection laws to ensure a transparent and trustworthy shopping experience on https://atupvapor.com.

1. Right of Withdrawal

Consumers in the EU have the right to withdraw from a purchase contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you, or a third party named by you, take possession of the goods.

To exercise your right of withdrawal, please contact us by email at support@atupvapor.com and clearly state your order number as well as your decision to withdraw.

2. Return Conditions

• Products must be returned in their original condition and original packaging.
• For hygiene and safety reasons, opened or already used consumable products (such as disposable vapes and e-liquids) may be excluded from returns.
• We reserve the right to refuse returns of products that show clear signs of use or damage.
• Return requests must be submitted within 14 days of delivery.

3. Refund Process

• Once we have received and inspected the returned products, we will inform you whether your refund has been approved or declined.
• Approved refunds are processed within 5–10 business days.
• Refunds are issued using the original payment method.
• Shipping costs are refunded only where required by applicable law.

4. Return Shipping Costs

Return shipping costs are generally borne by the customer, unless otherwise required by law. For defective or incorrectly delivered products, we will provide a return label or reimburse reasonable return shipping costs.

5. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 48 hours of delivery and send photo or video evidence to our customer support at support@atupvapor.com.

Depending on the situation, we will offer a replacement, repair, or refund in accordance with statutory warranty provisions.

6. Statutory Warranty

Under applicable EU / German law, consumers are entitled to a statutory warranty of:

• 24 months for new goods
• 12 months for used goods

This warranty applies to defects that already existed at the time of delivery.

7. Non-Returnable Items

• Opened consumable products or products with a broken hygiene seal
• Custom-made or personalized products
• Gift cards and digital downloads

8. Withdrawal Form Template

You may use the following template to exercise your right of withdrawal:

Contact for Returns & Refunds

If you would like to start a return or have questions about your order, please contact us here:

Important: Please do not send any items back to us before contacting our customer support. All returns are handled by prior arrangement through our returns process.