Refund Policy

(Last Updated: 14/09/2021)

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In the rare event that our products fail to meet our commitment to quality, a refund may be offered at our discretion. Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we cannot offer a refund or exchange.


Our general warranty comes into effect the moment you purchase something from us, and remains in effect for 7 calendar days from purchase.

Please inspect your items carefully before you leave the store, as wear and tear, scuffs, and scratches will automatically void your warranty.

Customers are responsible for return shipping costs to us. VapeLoft will handle the shipping cost associated with replacing your defective devices. You may submit return/support ticket by emailing us at [email protected]


If you received free shipping on your order, our shipping costs will be deducted from your refund/credit.

Orders that are shipped will incur a 10% restocking fee.

What IS covered:

  • DOA devices (not turning on or functioning)

  • Screen malfunctions

  • Chip issues (auto-firing, not recognizing any atomizers, “low battery” on a fully charged battery)

  • Manufacturing defects

  • Internal battery defects (if applicable)

What is NOT covered: 

  • Consumable items (e-liquid, tanks, coils, pods, empty pods, batteries, accessories, and parts)

  • Damaged devices (improper usage, water damage, drops, abuse, wear and tear)

  • Cosmetic issues

  • Tank leaks, dry hits, or shorted coils

  • Units functioning up to spec (i.e. you changed your mind)

  • Modified products

  • Software issues

  • Using improper or damaged battery in device

  • Clearance items

  • Final Sale items

Determining warranty coverage

In order to determine whether or not your device is covered by our warranty, we’ll have to work through a comprehensive troubleshooting process.

We have two big reasons for doing this.

Firstly, most warranty claims are not actually defective units. They’re usually fairly simple issues that can be resolved with the guidance of our vape experts (vaporistas).

Secondly, in order for returns to be processed with our suppliers and manufacturers, we have to meet some very strict conditions.

General inquiry:

  • Was the device working out of the box?

  • When did the problem first arise?

  • Can the problem be replicated?

Visual inspection: 

  • Is the exterior damaged, scuffed, scratched, or bent?

  • Is the battery door in good condition?

  • Are the battery terminals damaged or shifted?

  • Are the 510 pin, seal, and threading damaged?

  • Are there signs of water damage?

  • Are there signs of fire damage?


  • Does the issue persist with different tanks?

  • Does the issue persist with different batteries?

  • Are the device settings correct?

  • Can the issue be resolved with a firmware update/downgrade?

If you are visiting one of our stores, keep in mind that this process may take up to 30 minutes. So please plan your visit accordingly.

If you are submitting a return online, this process may take up to 7 business days.

Section 1 – Refunds (online)

Once your return is received and inspected, we will send you a text message to notify you that we have received your return item and notify you of the approval or rejection of your refund. It may take 3 - 14 working days to process your refund. 

Section 2 - Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Section 3 - Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, call us at: 0168070500 and bring your item to the following address:  G56 No. 1 Cityone Megamall, Mall, 1, Jalan Song, 93350 Kuching, Sarawak

Section 4 - Shipping

To return your product, you should mail your product to: G56 No. 1 Cityone Megamall, Mall, 1, Jalan Song, 93350 Kuching, Sarawak

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending where you live, the time it may take for your exchanged product to reach you, may vary.