Return & Exchange Policy

1. Introduction

This policy outlines the return and exchange terms and procedures adopted by Vape Sub Zero, in accordance with the Kuwaiti Consumer Protection Law and regulations governing health products.

2. General Conditions

• Return or exchange requests must be submitted within 14 days from the date of receipt.
• Proof of purchase (Order number, invoice, or electronic receipt) must be provided.
• The product must be in its original condition, factory sealed, and absolutely unused.
• Opened or used products, especially those that come into contact with the mouth or contain nicotine, are not accepted for health reasons.

3. Non-Returnable or Non-Exchangeable Items

According to Kuwaiti law and Ministry of Health regulations, health or personal items cannot be returned or exchanged once opened. This includes:

• Vape devices once the plastic packaging (cellophane) has been opened.
• Pods, coils, and disposable devices.
• Vape flavors and nicotine products of all kinds once the package is opened.
• Any product showing signs of use or tampering.

4. Allowed Cases for Return or Exchange

• Clear factory defect in the device (does not work).
• Receipt of a product different from what was ordered.
• Receipt of a product damaged during shipping (before use).
• These cases must be reported within 24–48 hours of receipt, providing photos or video illustrating the issue.

5. Conditions for Accepting Factory Defects

• The product must not have been subjected to misuse (e.g., dropping, water exposure, or using an incompatible charger).
• The defect must have existed before actual use.
• The product must be returned with all accessories and the original box.

6. How to Submit a Request

You can submit an exchange or return request via our official communication channels:

• Phone / WhatsApp: +965 5088 3667
• Email: info@vapesubzero.com

Please provide the order number, name, description of the problem, and illustrative photos if needed.

7. Refunds

• Refunds are processed via the same payment method used for the purchase (if applicable).
• For Cash on Delivery (K-NET or Cash), the amount is refunded in cash or via a local payment link/transfer.
• Delivery fees are non-refundable once the order has been dispatched for delivery.

8. Exchange

• Damaged or incorrect products will be exchanged for a similar product immediately upon verification of the issue.
• If the same product is out of stock, the customer may choose a suitable alternative or receive a full refund.

9. Kuwaiti Law Exceptions

According to the regulations of the Ministry of Commerce and Industry in Kuwait, health and consumable goods affected by opening the packaging are considered “final sale” and are not returnable unless there is a factory defect only.

10. Policy Updates

Vape Sub Zero management reserves the right to update or modify the Return and Exchange Policy at any time. Modifications become effective immediately upon posting on the website.