ZERO VAPE TERMS OF SERVICE

9.1 180-day voluntary return and quality-claim window

Our voluntary return and quality-claim window is 180 days from delivery.

For a non-quality return, the product must be unused, unopened, in its original sealed packaging and suitable for resale. This voluntary non-quality return option does not apply to a purchase paid in cryptocurrency. It also does not apply to a product excluded under Section 9.4. Unless mandatory law requires otherwise or we agree differently, the customer is responsible for the direct return cost of an eligible non-quality return.

For every payment method, a verified quality defect, damage on arrival, safety issue or material misdescription remains eligible for the remedies in Section 9.2. The 180-day commercial window and the cryptocurrency rule do not restrict any cooling-off, withdrawal, cancellation, refund or other right that mandatory consumer law grants you.

To request a return or make a quality claim, email support@zerovape.shop within 180 days of delivery with:

• your order number;
• whether you are requesting a non-quality return or reporting a quality issue; and
• a description of the request or issue.

For a quality claim, include reasonable photographs, video or other evidence where appropriate, and do not dispose of the product until we advise you unless keeping it would be unsafe.

9.2 Mandatory cancellation and withdrawal rights

The voluntary policy above does not replace a mandatory right to cancel or withdraw from a distance contract. If the consumer law applicable to your order gives you such a right, it applies regardless of the payment method. For consumers in the European Union, this generally includes a right to notify us of withdrawal within 14 days after the consumer, or a person designated by the consumer other than the carrier, receives the goods. If goods from one order are delivered separately, the period generally starts when the last item is received, subject to the rules and exceptions required by law.

To exercise a mandatory withdrawal right, email support@zerovape.shop before the applicable deadline with a clear statement that you withdraw from the contract. Include your name, order number, delivery address, the goods concerned, the date ordered and the date received. You may use the model wording below, but it is not compulsory:

To ZERO Vape / 北杭科技有限公司: I hereby give notice that I withdraw from my contract for the sale of the following goods: ____________________. Ordered on: ____________________. Received on: ____________________. Consumer name and address: ____________________. Date: ____________________.

Where the law requires it, you must send the goods back within 14 days after notifying us. We will provide the complete return-routing details needed by the carrier. Unless the goods are defective, we offered to bear the cost, or mandatory law requires otherwise, you are responsible for the direct return cost. We will make any reimbursement required by law without undue delay and may withhold it until we receive the goods or you provide evidence of return, where the law permits. We reimburse the original standard delivery charge where required, but not an extra amount chosen for a more expensive delivery method. You are responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Refunds follow Section 9.6 and the mandatory rules applicable to the payment method.

The withdrawal right does not apply where a lawful exception applies. This includes sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery. The exception does not remove remedies for defects, damage, safety issues or misdescription.

9.3 Quality remedies

For a verified quality defect, damage on arrival or material misdescription, the product is eligible for an appropriate repair, replacement or full refund. We will provide the remedy required by mandatory law and, where the law permits a choice, will select or agree a proportionate remedy based on the defect and circumstances.

A full refund ordinarily covers the affected product. It will cover the full order where the defect defeats the purpose of the entire order or applicable law requires that result. Required delivery or return costs will be handled in accordance with applicable law.

9.4 Hygiene-sensitive and sealed goods

Opened e-liquids, opened pods, used mouthpieces and other hygiene-sealed goods cannot be returned for a non-quality reason after opening, use or breaking the hygiene seal.

This exception does not apply where the goods are defective, damaged, unsafe or materially misdescribed, or where mandatory law requires another remedy.

9.5 Return authorisation and address

Contact us before returning an item so that we can provide return instructions and, where applicable, carrier documentation.

Registered returns location: Futian District, Shenzhen, Guangdong Province, China

Do not send a return without authorisation. We will provide the complete carrier-routing details for the authorised return. Where we confirm a qualifying quality defect, we will arrange or reimburse reasonable return postage where mandatory law requires it or where we have agreed to do so.

9.6 Refund method

Approved refunds are normally made to the original payment method unless the law requires or you expressly agree to another method. Payment-service settlement times may apply. Cryptocurrency refunds follow Section 7.2.