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Vapesoko Return & Refund Policy – Nairobi & Kenya

Return & Refund Policy – Vapesoko Nairobi

At Vapesoko Nairobi, we are committed to providing high-quality vaping products and a smooth shopping experience. If you encounter any issues with your order, we’re here to help.


1. Eligibility for Returns

Due to the nature of vaping products, returns are accepted under the following conditions:
  • The item is defective or not functioning correctly
  • You received the wrong product
  • The item is unused and in original packaging
For hygiene and safety reasons, we do not accept returns on opened or used products unless they are faulty.


2. Return Window

  • All return requests must be made within 48 hours of delivery
  • Requests made after this period may not be accepted


3. How to Request a Return

To initiate a return:
  1. Contact us via WhatsApp or phone
  2. Provide:
    • Order details
    • Clear description of the issue
    • Photos/videos (if applicable)
Our team will review and guide you on the next steps.


4. Refunds & Replacements

Once your return is approved:
  • Replacements are offered for defective or incorrect items
  • Refunds are issued where replacement is not possible
Refunds are processed via:
  • M-Pesa or original payment method
Processing time: 24–48 hours after approval


5. Return Shipping Costs

  • If the issue is our error (wrong or defective item), → We cover return shipping
  • If the return is for other valid reasons, → Customer may cover the return costs


6. Non-Returnable Items

We do not accept returns for:
  • Opened or used e-liquids
  • Disposable vapes that have been used (unless faulty)
  • Products damaged due to misuse


7. Damaged or Missing Orders

If your order arrives damaged or incomplete:
  • Report within 48 hours
  • Include photos/videos for faster resolution
We will work quickly to resolve the issue.


8. Order Cancellations

  • Orders can only be cancelled before dispatch
  • Once shipped, cancellation is not possible


9. Product Use Disclaimer

Vaping devices require proper handling and usage. Issues arising from:
  • Incorrect usage
  • Coil burnout or normal wear and tear
may not qualify for returns.


10. Compliance Notice (Kenya)

All returns and product handling comply with Kenyan regulations, including applicable health and safety guidelines.


11. Contact Vapesoko Nairobi

Need help with a return?
  • WhatsApp / Call: +254 716 592 999 | +254 113 176 100
  • Email: vapesoko@gmail.com