RETURNS AND COMPLAINTS

Last updated: 1 June 2025

30-DAY MONEY-BACK GUARANTEE

We care about the quality of our products. If the customer is not satisfied with the purchase, they may return the product within 30 days from the date of delivery and receive a refund, provided that the rules described below are met.

RETURN CONDITIONS

To qualify for a return, the product must meet the following conditions:

a) be returned within 30 days from the date of delivery,
b) be in its original packaging,
c) have an intact security seal or protective seal, if the product had one,
d) not be damaged, used or tampered with,
e) be returned with proof of purchase or order number.

HOW TO START A RETURN

To start the return procedure:

a) contact customer service at: contact@spectrumvape.eu,
b) provide the order number and reason for return,
c) pack the product securely, preferably in its original packaging,
d) send the product back to the address provided by customer service.

RETURN SHIPPING COSTS

4.1. Standard returns: the customer bears the cost of returning the product.

4.2. Defective or incorrectly shipped products: the store covers the return shipping cost. In such a case, the customer should contact us to receive further instructions.

4.3. We recommend using registered or tracked shipping. We cannot guarantee receipt of a return shipment if the customer chooses a shipping method without tracking.

REFUND PROCESSING

After receiving the returned product:

a) we will inspect the product within 1–2 business days of receipt,
b) we will inform the customer by e-mail whether the return has been accepted or rejected,
c) if the return is accepted, the refund will be processed within 5–7 business days,
d) the funds will usually appear in the customer’s account within 5–10 business days, depending on the bank or payment operator.

The refund will be issued to the same payment method used for the purchase.

EXCHANGES

We do not offer direct product exchanges.

If the customer wants to receive a different product, they should:

a) return the originally purchased product in accordance with the return rules,
b) place a new order for the selected product.

This allows the new order to be processed as quickly as possible.

DEFECTIVE OR DAMAGED PRODUCTS

If the customer receives a defective or damaged product, they should contact us as soon as possible at: contact@spectrumvape.eu.

The report should include:

a) order number,
b) description of the issue,
c) photos of the damage, product or packaging,
d) contact details.

If the defect or damage is confirmed, we may send a replacement product or issue a full refund, including return shipping costs, if applicable.

Damage or defects should be reported within 7 days from the date of delivery.

RECEIVING THE WRONG PRODUCT

If the customer receives the wrong product, they should contact us at contact@spectrumvape.eu within 7 days of delivery.

In such a case:

a) we will arrange shipment of the correct product,
b) we will provide instructions for returning the incorrect product,
c) if required, we will provide a prepaid return label.

RIGHT OF WITHDRAWAL FOR EU CUSTOMERS

Customers from the European Union have the right to withdraw from a distance contract within 14 days from the date of receiving the product, without giving any reason.

To exercise the right of withdrawal, the customer must inform us of their decision at contact@spectrumvape.eu within 14 days of delivery.

This right applies independently of our 30-day money-back guarantee.

RETURN ADDRESS

The return address will be provided to the customer after contacting customer service and after the return request has been accepted.

CONTACT REGARDING RETURNS

For returns, complaints or refunds, please contact us:

Returns e-mail: contact@spectrumvape.eu
Support e-mail: contact@spectrumvape.eu
Customer service hours: Monday to Friday, 9:00–17:00 GMT