Refund policy

VOOZR Return & Refund Policy

Overview

At VOOZR, customer satisfaction is our priority. We are committed to providing high-quality products, reliable service, and a positive shopping experience for customers worldwide.

We understand that situations may occur where customers need to return products, request refunds, or receive assistance after purchase. This Return & Refund Policy explains the conditions, procedures, and requirements regarding returns, refunds, exchanges, warranty-related requests, and other order-related matters.

This policy applies to all purchases made through the official VOOZR website.

By placing an order with VOOZR, you acknowledge that you have read, understood, and agreed to the terms and conditions described in this policy.

30-Day Return Policy

VOOZR offers a 30-day return period.

Customers may request a return within 30 days after receiving their order.

To be eligible for a return, the following conditions must be met:

  • The return request must be submitted within 30 days from the delivery date.
  • The product must be in the same condition as when received.
  • The product must be unused and undamaged.
  • The product must include all original accessories, packaging materials, manuals, and included items.
  • Proof of purchase or valid order information must be provided.

Products that have been:

  • Opened;
  • Used;
  • Heated;
  • Filled with materials;
  • Installed;
  • Modified;
  • Damaged due to improper handling;

may not qualify for a standard return unless the issue is confirmed to be caused by a manufacturing defect.

For hygiene, safety, and product quality reasons, opened and used products such as chambers, mouthpieces, heating components, and similar accessories may not be eligible for return unless a confirmed product defect exists.

How to Request a Return

To request a return, please contact VOOZR Customer Support:

Email: voozr@voozr.com

Please provide the following information:

  • Order number;
  • Customer name;
  • Product name;
  • Reason for return;
  • Photos or videos of the product condition when applicable.

Customers must receive return approval from VOOZR before sending any product back.

Please do not send products back before receiving return instructions.

Unauthorized returns may be refused and may not qualify for a refund.

VOOZR is not responsible for unauthorized return packages that are:

  • Lost during shipping;
  • Damaged during transportation;
  • Sent to an incorrect address.

Return Inspection

All returned products will be inspected after arrival.

VOOZR reserves the right to determine whether a returned item meets the requirements of this Return Policy.

A return may be refused or a partial refund may be issued if the returned product:

  • Shows signs of use;
  • Has scratches, damage, or wear;
  • Contains residue, stains, or odors;
  • Is missing accessories or original packaging;
  • Cannot be resold as new.

The final refund amount will be determined based on the condition of the returned product.

Opened and Used Products

Due to hygiene, safety, and product performance considerations, opened and used products may have limited return eligibility.

This includes but is not limited to:

  • Used ceramic chambers;
  • Used heating components;
  • Used mouthpieces;
  • Products showing residue or signs of operation.

If a used product experiences performance issues, customers should contact VOOZR first.

Our support team may provide:

  • Troubleshooting assistance;
  • Usage guidance;
  • Replacement parts;
  • Warranty evaluation;
  • Other appropriate solutions.

Chamber and Heating Component Policy

Chambers, heating components, and related accessories require regular cleaning and maintenance.

Normal conditions caused by usage, including:

  • Residue buildup;
  • Color changes;
  • Cleaning difficulty;
  • Changes in taste after extended use;

do not necessarily indicate a product defect.

Customers are responsible for proper cleaning and maintenance according to product instructions.

Opened or used chambers generally cannot be returned unless a manufacturing defect is confirmed.

Compatibility Disclaimer

Some VOOZR products are designed to be compatible with third-party devices or accessories.

While VOOZR makes reasonable efforts to ensure compatibility, we cannot guarantee identical performance across all third-party devices.

Compatibility and performance may vary due to differences in:

  • Product versions;
  • Hardware design;
  • Manufacturing tolerances;
  • Firmware;
  • Individual device conditions.

The following situations are generally not considered product defects:

  • The product does not perform exactly like another brand's product;
  • Vapor production differs from another device;
  • User expectations differ from actual performance;
  • Third-party device differences affect performance.

Customers are responsible for confirming compatibility before purchase.

If you are unsure whether a product is compatible with your device, please contact VOOZR before ordering.

Product Performance Disclaimer

Product performance may vary depending on:

  • Usage methods;
  • Cleaning and maintenance;
  • Materials used;
  • Operating conditions;
  • Personal preferences;
  • User expectations.

Differences in:

  • Vapor production;
  • Flavor experience;
  • Heating performance;
  • Battery performance;
  • Overall user experience;

do not automatically indicate a product defect.

Performance comparisons with other brands or products do not automatically qualify as a reason for return or refund.

Defective Products and Warranty Support

If your product arrives defective or develops a manufacturing issue during normal use, please contact VOOZR Customer Support as soon as possible.

Depending on the situation, VOOZR may provide one or more of the following solutions:

  • Troubleshooting assistance;
  • Usage guidance;
  • Replacement parts;
  • Product replacement;
  • Repair solutions;
  • Refunds when applicable.

To help us evaluate the issue, customers may be required to provide:

  • Order number;
  • Description of the issue;
  • Photos of the product;
  • Videos showing the problem.

Failure to provide the requested information may delay the resolution process.

Damaged, Incorrect, or Missing Items

Please inspect your order carefully after receiving your package.

If you receive:

  • A product damaged during shipping;
  • An incorrect product;
  • Missing accessories or components;

please contact VOOZR as soon as possible.

To help us investigate the issue, we may request:

  • Photos of the outer packaging;
  • Photos of the shipping label;
  • Photos of the product;
  • Photos showing any damage or missing parts.

Providing this information helps us determine the appropriate solution.

Customer Responsibility Returns

Customers are responsible for return shipping costs for returns caused by personal reasons, including but not limited to:

  • Changed mind;
  • No longer wanting the product;
  • Ordered the wrong product;
  • Purchased the wrong model;
  • Selected an unsuitable product;
  • Compatibility issues caused by customer selection.

Original shipping fees are non-refundable.

Returned products must be unused and in resalable condition.

Return Shipping Costs

Customer Responsibility Returns

For returns caused by customer preference or incorrect selection, customers are responsible for all return shipping costs.

This includes situations such as:

  • Purchasing the wrong product;
  • Purchasing the wrong model;
  • Changing personal preferences;
  • Deciding not to use the product.

Due to international shipping costs, customers returning products may be responsible for shipping the product back to the designated return location.

VOOZR Responsibility Returns

If the issue is caused by:

  • Incorrect product shipped by VOOZR;
  • Confirmed manufacturing defect;
  • Product damage before delivery;

VOOZR will review the situation and may provide:

  • Return shipping assistance;
  • Replacement products;
  • Replacement parts;
  • Refunds.

The final solution will be determined after evaluation.

Warranty and Return Policy

A return request and a warranty claim are different processes.

Products with confirmed manufacturing defects may qualify for warranty service according to VOOZR Warranty Policy.

If a product experiences performance issues during use, customers should contact VOOZR first.

Our team may provide:

  • Troubleshooting;
  • Technical support;
  • Usage recommendations.

After evaluation, VOOZR will determine whether the appropriate solution is:

  • Replacement;
  • Repair;
  • Replacement parts;
  • Refund;
  • Another appropriate resolution.

International Shipping Policy

All VOOZR international orders are shipped from our fulfillment centers in China.

Delivery times may vary depending on:

  • Destination country;
  • Shipping method;
  • Customs clearance procedures;
  • Local delivery conditions;
  • Holidays;
  • Unexpected circumstances.

Any estimated delivery times provided during checkout are estimates only and are not guaranteed delivery dates.

International Shipping Delays

International shipments may experience delays caused by factors outside of VOOZR's control, including but not limited to:

  • Customs inspections;
  • Customs clearance procedures;
  • Local postal delays;
  • Weather conditions;
  • Holidays;
  • Transportation interruptions;
  • Government regulations.

Such delays do not automatically qualify as a reason for order cancellation, refund, or replacement if the package is still in transit.

VOOZR will make reasonable efforts to assist customers with tracking and delivery issues.

Customs, Import Duties, and Taxes

International customers are responsible for understanding and complying with their country's import regulations.

Depending on the destination country, additional charges may apply, including:

  • Import duties;
  • Taxes;
  • Customs fees;
  • Brokerage fees;
  • Handling charges.

These charges are determined by local authorities and are the customer's responsibility unless otherwise stated.

VOOZR is not responsible for:

  • Customs fees;
  • Import taxes;
  • Delays caused by customs;
  • Packages held due to unpaid charges;
  • Delivery failures caused by refusal to pay required fees.

Customs Clearance Issues

All international orders must pass through customs clearance procedures.

VOOZR cannot guarantee that every shipment will be approved by local customs authorities.

If a package is delayed, returned, or refused due to:

  • Local import restrictions;
  • Customs requirements;
  • Customer failure to provide required information;
  • Customer refusal to pay applicable charges;

VOOZR is not responsible for resulting delays, losses, or additional costs.

Restricted Import Regulations

Customers are responsible for confirming that products can legally be imported into their country before placing an order.

Different countries may have different regulations regarding:

  • Electronic devices;
  • Battery-powered products;
  • Heating devices;
  • Electronic accessories.

VOOZR is not responsible for customs issues caused by local laws or regulations.

If an order is returned due to import restrictions, applicable costs may be deducted from any eligible refund.

Lithium Battery Shipping Policy

Some VOOZR products contain lithium batteries.

Products containing lithium batteries must be shipped and handled according to applicable international transportation safety regulations.

Due to battery shipping requirements:

  • Some shipping methods may not be available in certain regions;
  • Delivery times may be longer;
  • Tracking updates may be delayed;
  • Certain countries or areas may have restrictions.

Customers returning battery-powered products must also follow applicable local battery transportation regulations.

VOOZR is not responsible for delays, rejected shipments, or lost packages caused by improper battery handling.

Lost or Delayed Packages

VOOZR understands that international shipments may occasionally experience unexpected issues during transportation.

If your package is delayed or appears to be lost during transit, please contact VOOZR Customer Support.

We will work with the shipping carrier to investigate the shipment status and provide assistance whenever possible.

Depending on the situation, possible solutions may include:

  • Additional tracking investigation;
  • Communication with the carrier;
  • Replacement shipment;
  • Other appropriate solutions.

Please note that a replacement or refund cannot be guaranteed until the shipping carrier completes an investigation or confirms the status of the package.

Delivered Packages

Once the tracking information shows that a package has been successfully delivered, the order will be considered completed.

VOOZR is not responsible for packages that are:

  • Lost after confirmed delivery;
  • Stolen from the delivery location;
  • Collected by another person and later lost;
  • Missing due to an unsafe delivery location.

Customers are responsible for providing a secure delivery location and ensuring that delivered packages can be safely received.

Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information when placing an order.

Please carefully verify the following information before completing your purchase:

  • Full name;
  • Street address;
  • Apartment or unit number;
  • City;
  • State or province;
  • Postal code;
  • Phone number;
  • Email address.

VOOZR is not responsible for delivery failures caused by incorrect or incomplete information provided by the customer.

This includes but is not limited to:

  • Incorrect address;
  • Missing apartment number;
  • Incorrect postal code;
  • Incorrect recipient information.

Any additional costs caused by incorrect shipping information may be the customer's responsibility.

Returned International Packages

If an international package is returned to VOOZR due to:

  • Incorrect address provided by the customer;
  • Missing address information;
  • Customer refusal to accept delivery;
  • Failure to complete customs procedures;
  • Failure to provide required customs information;
  • Failure to pay required import charges;

the customer may be responsible for:

  • Original shipping costs;
  • Return shipping costs;
  • Customs-related fees;
  • Additional handling fees.

Any eligible refund will be processed after deducting applicable costs.

Order Cancellation

Customers may request order cancellation before the order enters processing, packing, or shipment.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible.

Customers may request a return after receiving the product according to this policy.

Refund Process

Once VOOZR receives and inspects the returned product, we will notify the customer regarding the approval or rejection of the refund.

If approved, the refund will be processed through the original payment method.

Refunds are generally processed within 10 business days after approval.

Please note that banks, credit card companies, and payment providers may require additional processing time before the refund appears in your account.

VOOZR is not responsible for delays caused by financial institutions or payment providers.

Partial Refunds

In certain situations, only a partial refund may be issued.

Examples include:

  • Missing accessories;
  • Damaged returned products;
  • Products showing signs of use;
  • Products requiring cleaning, repair, or restoration;
  • Missing promotional items.

The final refund amount will be determined after inspection of the returned product.

Non-Returnable Items

Certain products may not be eligible for return, including:

  • Used products without confirmed defects;
  • Products damaged due to misuse;
  • Products modified by customers;
  • Products missing original accessories;
  • Clearance or final sale products;
  • Gift cards.

Promotional Orders and Free Gifts

Products purchased during promotional events are subject to the same return requirements.

Discounts, promotional codes, and special offers cannot be exchanged for cash.

If an order includes free gifts or promotional items, these items must also be returned if the entire order is returned.

If promotional items are not returned, VOOZR reserves the right to deduct the value of those items from the refund amount.

Gift Orders

If a product was purchased as a gift:

  • Return requests must be submitted by the original purchaser;
  • Proof of purchase must be provided;
  • Refunds will be issued to the original payment method.

Gift recipients may contact VOOZR for assistance regarding product support or warranty matters.

Chargebacks and Payment Disputes

Before filing a chargeback or payment dispute with a bank, credit card company, or payment provider, customers are encouraged to contact VOOZR directly.

Our customer support team will make reasonable efforts to review and resolve issues fairly.

Submitting a chargeback without first contacting VOOZR may delay the resolution process.

VOOZR reserves the right to provide relevant order information, communication records, tracking information, and transaction details to payment providers during dispute investigations.

Fraud Prevention

VOOZR reserves the right to review and verify all:

  • Return requests;
  • Refund requests;
  • Warranty claims;
  • Order-related disputes.

If VOOZR determines that a request involves:

  • False information;
  • Fraudulent claims;
  • Intentional product damage;
  • Repeated unreasonable refund requests;
  • Abuse of customer service policies;

VOOZR reserves the right to refuse the request.

Force Majeure

VOOZR is not responsible for delays, failures, or interruptions caused by circumstances beyond our reasonable control.

Such circumstances may include but are not limited to:

  • Natural disasters;
  • War;
  • Government restrictions;
  • Transportation interruptions;
  • Labor disputes;
  • Epidemics or public emergencies;
  • Customs policy changes;
  • Other unexpected events.

During such circumstances, VOOZR will make reasonable efforts to assist customers and minimize the impact.

Policy Updates

VOOZR reserves the right to update, modify, or change this Return & Refund Policy at any time.

Any updates will be published on this page.

The updated policy will apply to orders placed after the effective date of the update.

Customers are encouraged to review this policy periodically.

Contact Us

If you have any questions regarding:

  • Returns;
  • Refunds;
  • Warranty support;
  • Shipping issues;
  • Order concerns;

please contact VOOZR Customer Support.

Email: voozr@voozr.com

VOOZR