Returns and Refunds

PT GADGETS AND VAPE LTD values ​​the customer shopping experience. To ensure customers clearly understand our return and refund policy, we have established the following return and refund policy:

1. Return Period

Customers can contact us to request a return within 14 days of receiving the goods.

To request a return, please submit your application within the specified period using the contact information provided on the website. Return requests submitted after the specified period may not be accepted unless otherwise required by applicable law.

2. Acceptable Return Circumstances

Returns are permitted under the following conditions:

The received goods have obvious quality problems;
The goods were damaged during transportation;
The received goods are clearly inconsistent with the order information;
The wrong goods were received;
Other circumstances that comply with applicable law or this return policy.

If you request a return for personal reasons, such as no longer needing the goods, purchasing the wrong phone model, or changing your purchase decision, we will determine whether it is acceptable based on the condition of the goods and applicable law.

3. Return Conditions

To ensure smooth return processing, returned goods should be kept in their original condition as much as possible.

Generally:

Goods should be unused or reasonably inspected;

Goods should not be damaged by the customer;

Goods, their packaging, and accessories should be as complete as possible;

The customer should provide valid order information;

Return requests should be submitted within the specified period.

If the goods are visibly used, damaged, or cannot be resold due to customer reasons, it may affect the return processing or refund amount, except for consumer rights that cannot be restricted by law.

4. Incorrect Phone Model Selection

Because phone cases have specific model compatibility requirements, please carefully confirm your phone’s brand, model, and the compatibility information listed on the product page before placing your order.

If the customer selects the wrong phone model and wishes to return the item, we will process it according to the condition of the goods and applicable laws. Return shipping costs incurred due to the customer selecting the wrong model may be borne by the customer, to the extent permitted by law.

5. Product Quality Issues or Wrong Item Received

If you receive a product with quality issues, shipping damage, or that is clearly inconsistent with your order, please contact us as soon as possible.

Please provide:

Order Number;
Product Name;
Problem Description;
Necessary photos of the product or packaging.

After verifying the situation, we will provide a replacement, refund, or other appropriate solution based on the specific circumstances.

For issues confirmed to be within our responsibility, we will bear the relevant return shipping costs according to the actual situation.

6. Return Application Process

To apply for a return, please follow the steps below:

Step 1: Submit Application
Contact customer service through the website within the specified period, providing your order number and the reason for the return.

Step 2: Application Review
We will review your application based on the order information and the reason for the return. If necessary, we may request product photos or other supporting documents.

Step 3: Obtain Return Instructions
Once your return application is approved, we will provide you with the relevant return information.

Step 4: Return the Product
Please return the product according to our provided return instructions and keep all relevant shipping receipts. Return Address: 50 Carol Gate, Retford, South Yorkshire, England, DN22 6DY

Step 5: Inspect the Goods

Upon receiving the returned goods, we will inspect their condition to confirm eligibility for a refund.

7. Refund Processing

Once the returned goods are confirmed to be eligible for a refund, we will process the refund according to applicable policies.

Refunds are typically issued to your original payment method.

After we confirm the refund, it will usually be processed within 3–5 business days. Actual arrival time may vary depending on the processing speed of the payment institution, bank, or other payment service provider.

8. Refund Amount

For orders eligible for a refund, we will typically refund the amount of the eligible goods plus any legally refundable fees.

If the return is due to the customer’s personal reasons, the customer may be responsible for return shipping costs, depending on the order details and applicable laws.

If the goods have confirmed quality issues, are damaged during transport, or the wrong goods were sent, which are within our responsibility, we will handle the relevant fees according to the actual situation.

9. Refund Not Received

If we have confirmed the refund, but you have not received the funds within a reasonable time, please first check your original payment account or contact your bank and payment service provider.

If the problem persists, please contact us with your order number and refund information, and we will assist you in your inquiry.

10. Non-Returnable Circumstances

Unless otherwise stipulated by applicable law, returns may not be accepted in the following situations:

Exceeding the stipulated return period;
Damage caused by improper use by the customer;
Obvious signs of human-caused damage to the product;
The product has been modified;
The origin of the product or order information cannot be verified;
The product cannot be properly inspected or processed due to customer reasons.

If applicable law grants you unavoidable consumer rights, this clause does not affect those rights.

11. Return Shipping Risks

When returning goods according to the approved return arrangements, customers should properly pack the goods and retain proof of shipment.

Customers should retain relevant shipping documents before the goods are actually delivered to us for tracking purposes in case of shipping problems.