Warranty & Refund Policy

The warranty period of DOVPO products is 6 month. (Accessories are not included.)


IF YOU MET ANY QUALITY ISSUE DURING THE WARRANTY PERIOD:

1. For products that purchased from DOVPO official online shop, you need to provide the order number, videos or photos showing the product defects to our customer service team: shop@dovpoecig.com. If it's confirmed that the defect is NOT caused by customer factor, you'll get a free replacement product (or a new part to fix the issue according to the specific case);

2. For products that purchased from other vape stores, we recommend you seek help where you bought the product. If the store is unable to provide any assistance or after-sales service, you can turn to us for help. This requires providing the product's security code which can be found on the packaging, and a photo or a video showing the defects of the product to our customer service team: support@dovpoecig.com. If it passed the genuine check, and it is confirmed that the damage is caused by non-human factors, you will be given a free replacement product;

3. We won’t charge you for your first replacement product, but please understand that we can only offer you a discount for your second replacement product of the same original device.

RETURN & REFUND POLICY:

FOR ORDERS BEFORE SHIPPING:

All order will be handed over to the logistics courier company within 2 days (sometimes will take longer when it's weekend or holiday) after payment confirmed, you can always make an unconditional full refund request within 24 hours after payment, and the refund will be completed within 3 working days (But it'll take 3-20 days for the money return to your bank account.)

FOR ORDERS IN SHIPPING:

If a refund is requested 24 or more hours after the payment, we’ll have to make a refund according to the specific situation: it can be refunded if the parcel can be returned to our warehouse. If the parcel is already in transit, you will need to send the parcel back to us when it arrives at the destination. (Not recommended, the cost of sending overseas parcels is extremely expensive, and the cost is borne by yourself). The refund will be made after you send it back.

FOR ORDERS UNDELIVERED:

The refund will be made after you send it back. All the parcels are sent from China at the moment. It usually takes about 20 to 30 days to deliver. If the parcel does not arrive at the destination after 60 calendar days from the payment, we will make a full refund or resend you the package depends on customer's preference. (Parcel tracking website: www.17track.net or official website of the specific shipping company)

FOR ORDERS DELIVERED:

When your order is received, if you get the wrong product, or the product is damaged due to logistics reasons, you can always contact our customer service team: shop@dovpoecig.com to request a refund or demand a resend. We may need you to provide pictures or videos for proof.


ABOUT SHIPPING:

ABOUT TAX & DUTIES:

All duties, taxes, VAT, and any shipping service related fees are not covered and customers are responsible for these payments. We are not responsible for any packages that are seized or stop by the authorities, or any fees that are required for international duties.
All buyers must be aware of the importation laws for their country, we are not responsible for any items or packages that are stopped and/or seized by any appropriate jurisdiction and/or authority. Please contact your local government health agency for more information on prohibited items.

WHAT SHIPPING METHOD DO WE USE:

Due to the new policy of DHL, we are now working with E-Post. The shipping may takes about 20 - 30 days after the package was dispatched.  

We'll keep seeking faster & better shipping method for customer's option.

Note: We offer free shipping for any order that over US$200 (Shipping cost is NOT included);

Website for tracking your package (only for reference):

WHEN YOUR ORDER WILL BE SENT:

Our team works hard to ship orders out as quick as possible according to purchasing priorities:

Orders placed from Monday to Friday will be processed within 48 hours;

Orders placed on Saturday & Sunday will be processed on next Monday;

Orders placed during holidays will be processed after the holiday.

Note: after the holiday, processing can take up to 3 works days. We strive to to despatch everyday to make sure customers receive packages as soon as possible. We greatly appreciate your patient.

WHAT COUNTRIES DO YOU SHIP TO:

We ship to most countries worldwide, most of the orders (In-stock items) will be handed over to our logistics courier company within 2 work days. But due to the holiday or vacation, it may takes longer. Please keep an eye on our social media or our homepage. We'll have announcement if there's any public holiday in China. Also, the tracking number will be provided within 2~3 work days after despatch.