Warranty & Return Policy

At Novuin.com (operated by VapeSourcing as an authorized agency), we are committed to your satisfaction. We guarantee that all products sourced from factories have successfully passed rigorous QC inspections. Our goal is to handle any issues professionally and ensure our customers are happy with their purchases.

Once you receive your order, please inspect the package and all items carefully to ensure they are in good working order.

30-Day Unconditional Refund Guarantee for Unopened & Unused Items

We want you to be completely satisfied with our products. If for any reason you do not want your item within 30 days of receiving it, and it remains unopened and unused, we accept sending the item back to us for a refund. Refunds are issued after we have received and inspected the returned item.

  • The return shipping fee is the customer’s responsibility and is non-refundable in such cases.
  • Returns that do not meet our policy (e.g., opened or used items) will not be accepted and will be sent back to the original shipping address of the order at the customer’s expense.
  • For sanitary and safety purposes, items are NON-RETURNABLE if they have been opened or used.
  • Due to the nature of the products, prefilled cartridges and e-juice are not applicable for this guarantee.

To initiate a return under this guarantee, please follow the warranty process by contacting our customer service at [email protected] stating:

  1. Your order number.
  2. The item code(s) you wish to return.
  3. The reason for the return.

Our Customer Service team will review your case and provide instructions for the return within 24 business hours.

3-Day Dead on Arrival (DOA) Guarantee

For items that are Dead on Arrival (DOA), we offer a 3-Day DOA Guarantee. Please contact us via [email protected] within 72 hours of receiving your order to request after-sale assistance if you experience any of the following:

  • Disposable kits or E-juice leaking upon arrival.
  • Glass or screen broken upon arrival.
  • Other conditions where the item is damaged upon arrival.
  • The item is not working upon first use (e.g., cannot charge, atomizer leaking immediately).

3-Months Warranty

We provide a warranty period for many of our products starting from the date of original purchase. Batteries and Mods usually come with a 3-month warranty. Please check the “Guarantee” section in the individual item description on our website carefully for specific warranty information related to that product.

Disclaimer: Items Not Covered Under 3-Months Warranty (Unless DOA)

The following types of products are generally not covered under our 3-months warranty (however, if they are Dead on Arrival, please contact us within 72 hours after delivery):

  1. Atomizers – such as RDAs & Tanks
  2. Disposable Vapes (beyond the 3-Day DOA period)
  3. E-Liquids
  4. Replacement Pods
  5. Replacement Coils (as these are consumable items)
  6. Spare Parts – Drip Tips, Glasses, O-Rings, tools, etc.
  7. Hemp Products
  8. Rechargeable Batteries (specific warranty terms may apply, check product description; this generally refers to external batteries, not built-in ones covered with mods)

Note: Coils are consumable items. Once a coil is depleted or used, it is not within the scope of warranty.

Exclusions from Warranty Coverage

The warranty does not cover:

  1. Artificial damage and problems caused by misuse. This includes, but is not limited to:
    • User error (e.g., dropped items, water damage, use of an incorrect charger).
    • Lost or stolen devices.
    • Smashed devices (e.g., dropped from a significant height).
    • Broken Lanyard Slot due to misuse.
  2. Any hardware cracking or modification undertaken by the customer is at your own risk and will void the warranty.

Exchange Terms

We are happy to address any concerns you may have regarding receiving a:

  • Defective item
  • Broken item
  • Item not as described or ordered

If you encounter any of the above situations, please contact our Customer Service team at [email protected] within 48 hours of receiving your order.

To expedite the process, please follow these guidelines and provide:

  • Your Order Number.
  • The Product Name.
  • The Serial Number (often found on the product or packaging).
  • A detailed Problem Description.
  • Information on what steps you have already taken to solve the issue. (For Defective items, we recommend checking our FAQ page for suggested solutions first.)
  • Clear video/video link or pictures showing the issue.

Important Notes for Exchanges:

  1. Video/video link or pictures must clearly and directly show the problem.
  2. The Serial Number is mandatory for processing warranty claims.
  3. Images are required for our team to review and determine if a refund or reshipment is eligible. If images are not provided, it is up to the sole discretion of our support agent, based on the details provided, to determine if a refund or exchange is applicable. Refunds/exchanges are not guaranteed if sufficient photo/video evidence is not provided.

Our Customer Service team will review the details provided and will confirm whether you need to return the item and to which address it should be sent.

  • *The shipping fee for returning the product back to us will be paid by the customer and is non-refundable, except for in confirmed 3-day DOA situations.
  • *During the return shipping, the customer is responsible for any and all customs charges, duties, or tariffs incurred during the item’s return to our warehouse.
  • *For exchanges, the processing time for the exchanged item will be between 3-5 business days after we receive your returned item, and will also depend on stock availability.

Missing Items from Package

We are confident that each order is processed in a fast and correct manner. Each order is inspected by at least three workers. We record order weight information and may take pictures before shipping for certain orders. Sometimes, items may be shipped in split packages due to warehouse options or stock availability.

Please be sure to open your parcel and carefully check the contents before signing for the package.

However, if a mistake does occur and there is an item missing from your package, we advise you to check your order shipment confirmation message and contact our customer service via [email protected] within 48 hours of delivery, providing:

  1. Your order number and the missing item name (and SKU number, if possible).
  2. A clear picture of the outer packaging, with all shipping labels visible.
  3. If applicable, a picture of the item(s) you did receive.

Possible Solutions for Missing Items:

  • *If an item is confirmed missing, we will resend the missing item/accessory for free within the warranty period.
  • *Alternatively, we can arrange a refund for the value of the missing item.

Refund Terms

  1. All items you wish to return and for which you seek a refund must be communicated to us by email directly. Our email address is: [email protected].
  2. For items in your order that we have not yet shipped, a refund will be processed within 24-48 working hours after we receive your reasonable request.
  3. For items in your order that we have already shipped, a refund will be processed after we receive the items back from you or from the shipping agent (in case of non-delivery and return to sender).
  4. For items in your order that you have received, a refund will be processed after we receive the items back from you and confirm they are in good, original, and (if applicable) unopened/unused condition.

For refunds issued to your store wallet (if applicable), please allow up to 24 hours for the credit to appear in your VapeSourcing account.

For refunds to your original payment account (e.g., credit card, PayPal), please allow 7-14 working days for the refund to appear in your account. Processing times can vary depending on your bank or card issuer. For more information regarding the refund timeline, please contact your card issuing company directly.