This Refund Policy explains when we refund, when we replace, and when we cannot help. It covers retail orders placed on lavamonster-vape.com. Trade and case-level orders are handled under the terms agreed with our wholesale team.

The short version: if your device arrives faulty, damaged or wrong, we put it right at our cost. If an order fails age verification, you get your money back. If you simply change your mind about an opened device, we cannot accept it for hygiene and safety reasons.

The Claim Window

Situation	Window	What we do
Dead on arrival or faulty	30 days from delivery	Replacement or refund
Damaged in transit	7 days from delivery	Replacement or refund
Wrong item sent	7 days from delivery	Replacement or refund
Sealed, unused, unopened	14 days from delivery	Refund of item price
Age verification failed	Before dispatch	Refund, less non-recoverable fees
Change of mind, opened device	Not accepted	No return for hygiene reasons

Report problems as soon as you notice them. A claim made inside the window is always reviewed, and we would rather hear about an issue late than never.

What Qualifies

• A device that does not activate or produces no vapour on first use
• A device that leaks from the sealed pack before activation
• A device with a visibly damaged battery or charging port on arrival
• A parcel that arrived crushed, opened or tampered with
• An item that does not match the flavour, range or quantity you ordered
• A device whose batch code cannot be verified against our records

For faulty and transit claims we may ask for your order number, a short description, and one or two photographs of the device, its batch code and the outer packaging. Photographs are not a hurdle; they are how a claim is approved in a single exchange instead of five.

What Is Not Covered

• Devices returned after the window has closed
• Opened or used devices returned for change of mind, taste or personal preference
• Devices damaged by misuse, drops, water, heat or unauthorised chargers
• Devices whose batch code or packaging has been removed or altered
• Claims about puff count that fall short of the manufacturer’s rated figure
• Orders cancelled because the buyer was ineligible under the 21+ age rule
• Products bought from a third-party reseller rather than from us directly

Puff ratings are manufacturer estimates measured under standard test conditions. Individual usage varies with draw length, draw frequency and charging habits, so a device that does not reach its rated count is not automatically faulty. If a device fails very early, tell us – that is different, and we will look at it properly.

How To Start A Claim

1. Contact us through the contact page within the claim window
2. Include your order number, the item, and what went wrong
3. Attach a photo of the device, batch code and packaging where relevant
4. We review and reply with an outcome, usually within one to two business days
5. We send a prepaid label if the item must come back to us
6. On approval we replace, or refund if stock is unavailable

Do not send anything back before speaking to us. Unannounced returns cannot be matched to an order and may be refused.

Replacement First, Refund If We Cannot

Our default remedy is a replacement of the same product, because that is usually what the customer wants and it is the fastest fix. If the exact item is out of stock, we offer an equivalent device from the same range, a store credit, or a refund – your choice. We will not force a substitute on you.

Replacement shipments carry the same age verification requirement as an original order, and the same delivery address rules apply.

Who Pays Return Shipping

If the claim is our fault or the carrier’s – faulty device, wrong item, transit damage – we pay return shipping and send the replacement at our cost. Where a return is accepted for a sealed, unopened change of mind, the customer covers the return postage and any original delivery cost is not refunded.

Refund Timings And Method

Approved refunds are issued to the original payment method, normally within five to ten business days of approval. Your bank or card issuer may add its own processing time before the credit appears. We will confirm the refund and its reference to you in writing so you can follow it up if it is slow to show.

Stage	Typical time
Claim reviewed and answered	1-2 business days
Return label issued	Same day as approval
Refund issued after approval	Same or next business day
Credit visible with your bank	Up to 10 business days

Orders That Fail Age Verification

If your order cannot be verified as an eligible 21+ purchase, it is cancelled and refunded. We refund the product and shipping value; non-recoverable payment processing costs may be deducted, and we will state any deduction clearly when we confirm the cancellation.

Repeated verification failures or attempts to order on behalf of a minor result in a permanent block on the account and address. That is a legal requirement, not a policy choice.

Damaged Parcels: What To Do First

Photograph the parcel before opening it if the box is visibly damaged, then photograph the contents. Keep the packaging until the claim closes, because carriers may ask for it. Report the damage to us rather than arguing it out with the driver – we handle the carrier claim on our side.

Chargebacks And Fraud

Please contact us before raising a chargeback. Most issues are resolved the same day, and a dispute takes weeks. Where a chargeback is raised without contacting us, we provide the carrier scans, age-verification record and delivery evidence to the payment processor, and the account may be closed while the dispute is open.

Wholesale And Trade Orders

Trade customers buy under separate terms that cover shortfalls, batch issues and bulk returns. Those terms are agreed before a first order, and they take precedence over this policy for trade accounts. Contact the wholesale team for the trade version.

Your Statutory Rights

This policy sits alongside your legal rights and does not replace them. Where local consumer law gives you a stronger remedy than this policy provides, that law applies. Nothing here excludes a remedy that cannot lawfully be excluded.

Contacting Us About A Refund

For any refund or faulty-device question, use the contact page and include your order number, the device involved and a description of the fault. That single message usually contains everything we need to approve a claim.