Refund & Returns Policy

At VapeKaki.com.my, customer satisfaction is important to us. We strive to ensure that all products are delivered in good condition and meet your expectations. Please review our Refund & Returns Policy carefully before making a purchase.

1. Return Eligibility

We accept returns under the following conditions:

  • The return request must be submitted within 7 days from the date the order is received.

  • The product must be unused, unopened, and in its original condition.

  • All original packaging, accessories, labels, and seals must remain intact.

  • Proof of purchase or order confirmation must be provided.

For hygiene, safety, and product integrity reasons, opened e-liquids, disposable devices, pods, coils, cartridges, and other consumable products are generally not eligible for return unless they are defective upon arrival.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used e-liquids and disposable vape devices.

  • Products damaged due to misuse, negligence, improper handling, or unauthorized modification.

  • Clearance, promotional, or discounted items unless they are defective.

  • Products returned without prior approval from our customer support team.

3. Refund Policy

Refunds may be approved if:

  • The product received is defective upon arrival.

  • An incorrect item was supplied by VapeKaki.

  • The ordered item is unavailable and cannot be fulfilled.

Once the returned item has been received and inspected, we will notify you of the refund status.

If approved:

  • Refunds will be processed within 7 working days.

  • Refunds will be issued through the original payment method whenever possible.

  • Processing times may vary depending on the payment provider or banking institution.

Shipping charges are non-refundable unless the return is caused by our error.

4. Exchange Policy

Customers may request an exchange if:

  • The product received is damaged during delivery.

  • The wrong item was shipped.

  • The product is found to be defective upon first use.

To request an exchange:

  1. Contact our customer support team within 7 days of receiving your order.

  2. Provide your order number and clear photos or videos showing the issue.

  3. Wait for approval and return instructions before sending the item back.

Upon verification, replacement products will be shipped within 7 working days, subject to stock availability.

5. Damaged, Missing, or Incorrect Orders

Please inspect your parcel immediately upon delivery.

If you receive a damaged, missing, or incorrect item, please contact us within 48 hours of receiving the order. Claims submitted after this period may not be eligible for review.

Supporting evidence such as photographs, videos, and parcel packaging may be required to assist with the investigation.

6. Shipping Responsibility

Customers are responsible for return shipping costs unless the return is due to an error made by VapeKaki.

We strongly recommend using a trackable shipping service, as VapeKaki cannot be held responsible for parcels lost during the return process.

7. Customs, Courier Delays, and Lost Shipments

VapeKaki is not responsible for delays, confiscations, inspections, or delivery issues caused by customs authorities, courier companies, government regulations, or circumstances beyond our control.

While we will do our best to assist customers in resolving shipping issues, we cannot guarantee refunds, replacements, or compensation for parcels affected by such situations.

8. Right to Refuse

VapeKaki reserves the right to refuse any return, refund, or exchange request that:

  • Does not meet the conditions outlined in this policy.

  • Shows signs of misuse, tampering, or intentional damage.

  • Contains incomplete information or insufficient evidence.

All decisions made by VapeKaki regarding returns and refunds shall be final.

9. Contact Us

If you require assistance regarding a return, exchange, or refund request, please contact our customer support team through the live chat, Contact Us page, or using the details below:

Ace Innovative Solutions

Address:
1-3A, Silk Residence, Jalan Sutera
Lebuh Raya SILK
43200 Cheras, Selangor, Malaysia

Phone / WhatsApp:
010-247 6505

Email:
vapekakimalaysia@gmail.com

Website:
VapeKaki.com.my

We are committed to providing a fair and efficient resolution for all eligible claims.