Returns
Returns & Refunds — Muze Vape
We want you to leave with gear that works. If something is wrong with an order, contact us and we will sort it out — the rules below exist because nicotine products cannot be resold once opened.
The short version Unopened, sealed hardware and e-liquid can be returned within 30 days of delivery for a refund. Opened e-liquid, used pods, coils and disposables cannot be returned. Faulty devices are replaced, not refunded.
What can be returned
- Unopened hardware in its original sealed packaging, within 30 days of delivery
- Unopened e-liquid bottles with the seal intact, within 30 days of delivery
- Wrong item or wrong strength shipped by us — return it in any condition as long as it is unused
What cannot be returned - E-liquid once the seal is broken, for hygiene and safety reasons
- Pods, coils, tanks and disposables once used or opened
- Devices with a scratched-off verification panel, or a serial number that does not match the box
- Items returned after 30 days, or without proof of purchase
Faulty devices If a device arrives dead, will not charge, leaks from the body, or fails within 30 days of delivery, email us with your order number and a short video showing the fault. We will test it at the counter and replace it with the same item, or refund it if a replacement is not available. Faults after 30 days go through the manufacturer’s warranty — we will help you file the claim, but the repair or replacement decision sits with the brand.
A device that has been dropped, submerged, charged with the wrong adapter or disassembled is not covered.
Damaged or incorrect on arrival Inspect your parcel when it arrives. If it is damaged in transit, the verification panel is already scratched, or the item is not what you ordered, do not use it — contact us within 48 hours with your order number and photos, and we will replace it at our cost.
How to start a return Email [email protected] with your order number, the item and the reason. We will confirm whether it qualifies and send return instructions within one business day. In-store purchases can be returned at the counter with the receipt and a valid ID — the person returning must be 21 or over.
Return shipping If the return is our error or the item is faulty, we cover return shipping. For change-of-mind returns on unopened goods, the customer pays return shipping, and the original shipping cost is not refunded. Free-shipping orders that fall below the $80 threshold after a partial return may have the shipping cost deducted from the refund.
Refunds Once the return is received and checked, refunds are issued to the original payment method within 5–10 business days. You will get an email when the refund is processed. We cannot refund to a different card or to cash for card orders.
Order changes and cancellations Email us as soon as possible. If the order has not shipped we will change or cancel it at no cost. Once it is with the carrier, the delivery has to run its course and the return policy above applies.
Age policy Returns are handled under the same 21+ policy as purchases. We may ask for ID at the counter, and refunds are only issued to the original purchaser.