Refund & Returns Policy

MONVAPERS primarily serves eligible European Union countries. We use the same customer-service contact and quality-issue review process for individual (B2C) and business (B2B) orders. Any mandatory rights that apply to a particular customer remain unaffected.

Before Dispatch

If you need to cancel an order or change its delivery address, contact us as soon as possible before dispatch. Once an order has been dispatched, we will review any cancellation or return request under the applicable rules; dispatch alone does not remove rights provided by law.

Damaged, Incorrect or Defective Products

If an item arrives damaged, is not what you ordered, or appears to have a quality problem, contact JOHN with your order number, a description of the issue and, where helpful, clear photos or a short video. We will review the information and explain the next steps. Disposable vaping products cannot be repaired. When a quality problem is confirmed, we generally arrange a replacement shipment. If replacement is unavailable or another remedy is required by applicable law, we will discuss an appropriate alternative. Sale items are reviewed under the same process.

Returns and Return Address

Before returning any product, contact JOHN at [email protected] or via WhatsApp at +86 13532874071. We will confirm whether a return is needed and provide the correct return address and instructions. Do not ship an item to an unconfirmed warehouse address. Return costs and any refund will be handled according to the circumstances and applicable law.

Missing Orders

If tracking suggests that an order is missing, contact us with your order number. We will check the shipment and arrange an appropriate solution, usually a replacement shipment where the order is confirmed lost.

Your Legal Rights

Nothing on this page limits rights that cannot lawfully be excluded, including applicable consumer rights relating to faulty or non-conforming goods and any applicable withdrawal rights. B2B and B2C customers use the same support channel, but consumer-specific statutory rights continue to apply where required by law.

Contact Us

Contact JOHN by email at [email protected] or WhatsApp at +86 13532874071. Customer service hours: Monday–Sunday, 09:00–18:00 (Germany local time).