Refund policy

 

Effective Date: 10 July 2026

Thank you for shopping with vape haus – Premium Vapor Online Store | est. 2015.

Due to the nature of the products sold by VAPE HAUS, and for hygiene, safety and product-integrity reasons, all sales are final.

Unless otherwise required by applicable Malaysian law or expressly provided under this Policy, goods sold are not refundable, returnable or exchangeable.

This Refund Policy should be read together with our Terms of Service and Shipping Policy.

1. Review Your Order Before Payment

Customers are responsible for reviewing all order details before completing payment, including:

  • product name and model;
  • flavour;
  • colour;
  • coil or pod resistance;
  • nicotine strength, where applicable;
  • compatibility;
  • quantity;
  • delivery address; and
  • contact information.

Once payment has been completed and an order has entered processing or fulfilment, changes, cancellations, refunds or exchanges may no longer be possible.

2. Change-of-Mind Purchases

VAPE HAUS does not accept refunds, returns or exchanges because a customer:

  • changes their mind;
  • no longer wants or needs the product;
  • dislikes the flavour, colour, design or performance;
  • selects the wrong product, model, flavour, resistance, colour, nicotine strength or quantity;
  • purchases a product that is incompatible with their device;
  • finds the same product at a lower price elsewhere; or
  • makes an accidental or duplicate purchase.

Customers should check all product information and compatibility requirements carefully before placing an order.

3. Limited Exceptions

Subject to verification, VAPE HAUS may provide an appropriate remedy where:

  • VAPE HAUS supplied an item that differs from the confirmed order;
  • a product is confirmed to have a manufacturing defect covered by the applicable warranty;
  • a disposable vape product qualifies as Dead on Arrival under this Policy;
  • an item was damaged during delivery and the claim is supported by sufficient evidence; or
  • a remedy is otherwise required under applicable Malaysian law.
  • Submitting a claim does not automatically guarantee a refund, return, exchange or replacement. All claims are subject to assessment and verification.

4. Reporting an Issue

Customers should report eligible issues within the following periods:

  • Disposable vape DOA claim: within 24 hours of delivery;
  • Incorrect item supplied: within 48 hours of delivery;
  • Parcel or product damaged during delivery: within 48 hours of delivery;
  • Rechargeable device or hardware warranty claim: within the warranty period stated on the product page, receipt, packaging or manufacturer warranty documentation.

The delivery date will generally be determined using the courier’s tracking or proof-of-delivery records.

These reporting periods allow VAPE HAUS to investigate claims promptly and do not remove any rights that cannot legally be excluded.

5. Evidence Required

Customers requesting an assessment may be required to provide:

  • order number;
  • customer name and contact details;
  • clear description of the issue;
  • photographs of the product;
  • video evidence showing the defect or malfunction;
  • photographs of the parcel and shipping label;
  • original product packaging;
  • serial number or authentication label; and
  • an unboxing video, where available.

Evidence must clearly show the condition of the product and the reported issue.

VAPE HAUS may request additional information or testing before deciding a claim.

6. Incorrect Item Supplied

If VAPE HAUS supplies an item that differs from the confirmed order, the customer must notify us within 48 hours of delivery.

The incorrect product should remain unopened, unused and in its original condition unless opening it was reasonably necessary to identify the error.

Once the claim has been verified, VAPE HAUS may arrange the return of the incorrect item and provide the correct item or another appropriate remedy.

Claims may be rejected if the item has been used, damaged, modified or is no longer complete.

7. Products Damaged During Delivery

Customers should inspect their parcel promptly upon delivery.

If the parcel or product arrives damaged, the customer must:

  • retain the original parcel, packaging and shipping label;
  • take clear photographs or videos of the parcel before removing or discarding the packaging; and
  • notify VAPE HAUS within 48 hours of delivery.

VAPE HAUS may submit the evidence to the relevant courier for investigation.

Any remedy will depend on the available evidence, product condition, courier investigation and applicable law.

8. Disposable Vape Dead on Arrival Policy

Disposable vape products are covered only for a confirmed Dead on Arrival (DOA) manufacturing defect.

A DOA product is a disposable vape device that is defective immediately upon opening and first use.

A disposable device may qualify for assessment where:

  • it does not activate upon first use;
  • it cannot function or charge upon first use, where charging is supported;
  • it has a clear manufacturing defect that makes it unusable upon arrival; or
  • it arrives with a significant manufacturing-related leakage issue.

Customers must report a suspected DOA issue within 24 hours of delivery and provide the requested photographs, video evidence and packaging information.

The following are generally not considered DOA:

  • normal battery or e-liquid depletion;
  • dissatisfaction with flavour, sweetness, cooling level or vapour production;
  • estimated puff count not being achieved;
  • burnt taste arising after use;
  • minor condensation;
  • leakage caused by storage, heat, pressure, handling or use after delivery;
  • accidental drops, impact or physical damage;
  • blocked airflow caused by improper use;
  • damage caused by tampering or modification; or
  • failure resulting from continued use after a fault became apparent.

Final eligibility will be determined after VAPE HAUS reviews the evidence and, where necessary, inspects the product.

9. Rechargeable Devices and Hardware Warranty

Rechargeable devices and hardware products may be covered by:

  • the manufacturer’s warranty;
  • the warranty period stated on the product page;
  • the warranty period stated on the receipt or packaging; or
  • a separate written warranty provided by VAPE HAUS.

Warranty coverage applies only to confirmed manufacturing defects arising during the applicable warranty period.

Warranty coverage does not include:

  • accidental or physical damage;
  • drops, impact or crushed products;
  • water or liquid damage;
  • corrosion;
  • improper charging;
  • damage caused by incompatible chargers, cables, batteries, coils, pods or accessories;
  • damaged charging ports caused by force or misuse;
  • overheating caused by improper use;
  • unauthorised modification, disassembly or repair;
  • cosmetic damage, scratches or normal wear and tear;
  • failure to follow manufacturer instructions;
  • loss or theft; or
  • consumable components reaching the end of their normal service life.

Warranty coverage may become void if the serial number, authenticity label, warranty seal or other identifying information has been removed, altered or damaged.

10. Non-Returnable Products

Unless an exception under this Policy applies or a remedy is required by law, the following products are not refundable, returnable or exchangeable:

  • e-liquids;
  • disposable vape products;
  • replacement pods and cartridges;
  • coils;
  • atomisers, tanks and rebuildable products;
  • drip tips and mouthpieces;
  • batteries;
  • opened accessories and spare parts;
  • consumable or hygiene-sensitive products;
  • products that have been opened, filled, installed or used;
  • clearance or final-sale products;
  • promotional items and free gifts;
  • gift cards or store credit; and
  • products purchased using promotional or discount codes.

An opened product may still be assessed where opening or first use was reasonably necessary to identify a genuine manufacturing defect.

11. Return Authorisation

Customers must contact VAPE HAUS and obtain approval before returning any product.

Products returned without prior approval may be refused or returned to the customer.

Approved returns must include, where applicable:

  • the complete product;
  • original packaging;
  • manuals;
  • accessories;
  • cables;
  • spare parts;
  • authentication labels; and
  • proof of purchase.

Products must be packed securely to prevent damage during return delivery.

VAPE HAUS does not accept cash-on-delivery returns or unauthorised return shipments.

12. Product Inspection

Returned products may be inspected and tested before any claim is approved.

The assessment may involve:

  • visual inspection;
  • functionality testing;
  • verification of serial numbers or authenticity information;
  • confirmation with the supplier, distributor or manufacturer; and
  • review of photographs, videos and customer-provided information.

Assessment time may vary depending on the product, nature of the issue and whether assistance from the supplier or manufacturer is required.

No remedy will be confirmed until the assessment has been completed.

13. Rejected Claims

A claim may be rejected where:

  • no defect can be found;
  • the product functions according to its intended specifications;
  • the issue results from misuse, accidental damage or improper handling;
  • required evidence is not provided;
  • the product has been modified, dismantled or repaired without authorisation;
  • the product is incomplete or identifying information has been removed;
  • the claim falls outside the applicable reporting or warranty period, subject to rights that cannot legally be excluded; or
  • the reported issue is excluded under this Policy.

If a returned product is found not to be defective, the customer may be responsible for any delivery charges required to return the product to them.

14. Available Remedies

Where a claim is approved, the appropriate remedy will depend on the product, defect, warranty terms, stock availability and applicable law.

The remedy may include:

  • repair;
  • replacement with the same product;
  • replacement with an equivalent product;
  • store credit with the customer’s agreement;
  • replacement of the affected component; or
  • a refund where appropriate or legally required.

A refund is not automatically available where a repair or replacement is an appropriate remedy.

Replacement products remain subject to the original product’s applicable warranty period unless otherwise stated.

15. Refunds

Where a refund is approved, it will generally be issued to the original purchaser using:

  • the original payment method, where available; or
  • another refund method agreed between the customer and VAPE HAUS.

VAPE HAUS may require identity, payment or account verification before processing a refund.

Refund-processing times may vary depending on the payment provider, bank or payment method. Delays caused by third-party payment providers or financial institutions are outside the direct control of VAPE HAUS.

16. Shipping and Return Costs

Original shipping charges are generally non-refundable unless:

  • VAPE HAUS supplied the incorrect product;
  • the returned product has a confirmed manufacturing defect;
  • the product was confirmed damaged during delivery; or
  • reimbursement is required under applicable law.

Responsibility for return-delivery costs will be determined after an initial review of the claim.

Customers should not return a product until VAPE HAUS has provided return instructions.

Additional shipping charges caused by an incorrect order, rejected claim, incomplete return or customer-related issue may be borne by the customer.

17. Promotional Products and Free Gifts

Promotional products, free gifts and complimentary items have no cash value and are not refundable or exchangeable.

If an order is cancelled, refunded or adjusted, VAPE HAUS may require any related free gift to be returned in its original condition.

If the free gift is not returned, its reasonable retail value may be deducted from any eligible refund where permitted by law.

18. Statutory Rights

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded, restricted or modified under applicable Malaysian law.

Where any provision of this Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply to the extent of the conflict.

19. Contact

For enquiries relating to refunds, incorrect items, damaged products, DOA claims, warranty assessments or after-sales support, please visit our Contact Information page for the latest contact details.

Last Updated: 10 July 2026

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