Return and Refund Policy

NOVEXAGEAR sells vape accessories, replacement parts, rebuildable components, tanks, glass sections, drip tips, coils, panels, adapters, tools, chargers, batteries, battery wraps, and other hardware-related products. Because these items differ in how they are installed, handled, opened, charged, or used, return eligibility depends heavily on product condition and the reason for the request.

We review return and refund requests individually rather than applying the same handling to every accessory. A sealed replacement panel and a used rebuildable component, for example, do not present the same resale, hygiene, or safety considerations.

Return Eligibility

A product may be considered for return when it remains in suitable condition for inspection and the request is supported by the order information.

For a standard return, the item should generally be:

• unused and uninstalled
• unmodified
• complete with included parts
• free from wear or customer-caused damage
• returned with original packaging where reasonably applicable
• in a condition that allows the product to be inspected and handled safely

Return eligibility can also depend on whether the product has been opened, fitted to a device, filled, charged, cut, wrapped, assembled, heated, or otherwise placed into service.

Items That May Not Be Suitable for Return

Some products can become unsuitable for a standard return once opened or used. This is especially relevant where hygiene, electrical safety, alteration, or physical condition is involved.

• used drip tips or other mouth-contact components
• opened or used wicking material
• wire that has been cut, shaped, or installed
• coils that have been installed, heated, or used
• tanks, pods, or rebuildable components that have been filled
• battery wraps or insulators that have been installed or altered
• rechargeable batteries that have been charged, used, damaged, or modified after delivery
• panels, buttons, adapters, or other customization parts showing installation wear
• items returned incomplete or materially changed from their received condition

This does not prevent a customer from contacting us when an item arrived damaged, incorrect, incomplete, or defective before normal use.

Compatibility-Related Returns

Many NOVEXAGEAR products are designed for a particular device, generation, connection type, battery format, tank platform, or rebuildable system.

Customers should compare the product listing with their exact equipment before purchase. Similar appearance alone does not confirm compatibility.

Important details may include:

• device name and generation
• 510 or 810 connection
• Boro or AIO platform compatibility
• RTA or RBA format
• 18350, 18650, or 21700 battery size
• tank dimensions
• coil resistance
• panel, button, adapter, or connector design

If you believe the compatibility information shown on the product page was materially inaccurate, contact us with the product name, your hardware model, and clear supporting information so the issue can be reviewed.

Damaged Products

If a product arrives physically damaged, stop using it and contact us as soon as reasonably possible after discovering the issue.

For damage claims, we may ask for:

• photos of the product
• photos showing the damaged area
• photos of the shipping parcel
• photos of internal protective packaging
• the shipping label
• the order number

Fragile products such as replacement glass should be photographed before disposal. This helps us determine whether the issue occurred during transportation or whether additional information is needed.

Battery and Electrical Product Issues

If a rechargeable battery, charger, or electrical accessory arrives with visible deformation, damaged insulation, leakage, impact damage, or another condition that may affect safe use, do not charge or install it.

Contact our support team and keep the item in a safe condition while the issue is reviewed. Additional handling instructions may be necessary because lithium battery products can be restricted by carriers.

Incorrect or Missing Items

If the product received does not match the order, or if a required component is missing from the package, contact us with the order number and a clear description of what was received.

Photos of the item, packaging, product label, and parcel contents can help us compare the shipment with the original order.

Starting a Return Request

To request a return, refund review, or exchange, contact [email protected] before sending the product back.

Please include:

• order number
• product name
• reason for the request
• current condition of the item
• whether the product has been opened, installed, filled, charged, or used
• photos where the issue is visible

Do not send a return to an address shown on a shipping parcel without receiving return instructions first. The original shipping label may belong to a logistics facility that is not able to process customer returns.

Return Inspection

Returned items may be inspected after receipt. The inspection can include the product condition, included accessories, packaging, signs of installation or use, physical damage, and whether the item matches the condition described in the original request.

If the returned item is materially different from the condition described, this may affect the refund or exchange that can be offered.

Partial Refunds

A partial refund may be considered where a returned product is accepted but has lost value because of missing packaging, missing accessories, avoidable handling damage, installation marks, or another condition not related to an original product issue.

The amount, if any, depends on the actual condition of the returned item and the circumstances of the request.

Refunds

When a refund is approved, it is generally returned through the original payment method where that payment method supports refunds.

The time required for funds to appear can vary depending on the bank, card issuer, payment provider, or financial service involved. A refund may therefore take additional time to appear after it has been processed on the storefront side.

Shipping charges and return-shipping costs may be treated differently depending on the reason for the return, whether the item was sent incorrectly, whether it arrived damaged, and whether the return is based on customer preference or compatibility selection.

Late or Missing Refunds

If you have already received confirmation that a refund was processed but do not see it in your account, first allow for the processing period used by your payment provider.

If the expected processing period has passed, contact your bank, card issuer, or payment service for additional information. You can also contact us with the order number so we can review the transaction details available to us.

Exchanges

Exchange requests depend on product availability and the condition of the original item. This matters particularly for limited finishes, discontinued replacement parts, model-specific panels, tank components, adapters, glass sections, and specialty rebuildable hardware.

If you selected the wrong model, battery format, resistance, tank configuration, color, size, connection type, or compatible part, contact us before returning the item so the available options can be reviewed.

Sale and Discounted Items

Products purchased at a discounted price may still be reviewed according to their condition and the reason for the return.

A lower price does not by itself determine how a damaged, incorrect, incomplete, or materially misdescribed item will be handled.

Gifts

If an item was purchased as a gift, we may still need information from the original order to identify the transaction. Refunds may need to be returned through the original payment method associated with that purchase.

Return Shipping

Return-shipping responsibility depends on the reason for the request. Customers should contact us before choosing a carrier or sending an item back.

Products should be packaged carefully so they are not damaged during return transit. Fragile parts such as replacement glass, tanks, and precision components should be protected from movement and impact.

Returning Batteries

Rechargeable lithium batteries may not be accepted by ordinary postal or courier services under standard return conditions. Do not send a battery back without first receiving return instructions.

The available return method may depend on the battery type, condition, destination, and carrier restrictions.

Refused Deliveries and Unclaimed Parcels

If an order is returned because delivery was refused, the address was incomplete, or the parcel was not collected, the order will be reviewed after the returned shipment is received and its condition is confirmed.

Additional shipping costs may apply if the customer requests another delivery after a parcel was returned for a recipient-side reason.

Need Help With a Return

For return eligibility, damaged products, incorrect items, compatibility issues, refunds, exchanges, or battery-related return questions, contact our team using the details below.

Including the order number, product name, and clear photos where relevant will help us understand the issue more efficiently.