Order Cancellation

Once your package has been dispatched from our warehouse, order cancellation will no longer be available. Please carefully verify your delivery address, product selection and purchase quantity before completing checkout.

Damaged or Faulty Goods

If you receive broken, damaged or defective products upon arrival, please get in touch with our support team within 48 hours after delivery. We will arrange a free replacement or full refund according to your preference as quickly as possible.

Return & Refund Eligibility

To apply for return, exchange or refund, you must meet the following requirements:

• All items must remain unopened, unused and kept in original sealed packaging.
• Valid order information such as order number or purchase record must be provided.
• All return applications should be submitted within 14 calendar days after receiving the goods.

Return Application Steps

• Send an email to our support team to initiate your return request.
• Provide your order ID, detailed problem description and real product photos if damaged.
• Wait for our official return approval and follow the given sending instructions.
• Send back the goods via a trackable logistics method to the designated return address.
• Our team will inspect the returned items and inform you of the final refund or exchange result.

Refund Arrangement

After your return request is confirmed and approved, the refund will be processed automatically. The funds will be returned to your original payment channel within several working days. The actual arrival time depends on the processing rules of your bank or payment provider.

Product Exchange Service

If your exchange application is accepted, we will arrange the new replacement item to be delivered to you without any additional delivery fees.

Non-Refundable Products

The following categories are not eligible for return or refund:

• Electronic gift vouchers and store credit
• Goods marked as final sale or clearance items
• Return requests submitted more than 14 days after parcel delivery

Shipping Fees Rule

Original delivery charges are non-refundable. If a full or partial refund is approved, the return shipping cost will be deducted from your refund amount accordingly.

Policy Updates

NovaPuffvape reserves the right to adjust and update this refund policy at any time. All revised terms will be published directly on this page and take effect immediately after posting.