1. Right to withdraw from the contract
In accordance with applicable consumer law, a Customer making a purchase in our online store has the right to withdraw from a distance contract without giving any reason within 14 calendar days from the date of receiving the order.
To exercise the right of withdrawal, the Customer should inform us of their decision by means of an unequivocal statement via e-mail.
2. Return procedure
To make a return, please:
- write to the email address provided at the bottom of the page in the complaints/returns tab, where everything will be arranged with an employee due to an individual approach to each return,
- send the product back to the address: [an employee will send a return label via e-mail].
The product should be returned intact, complete, and – if possible – in its original packaging.
The Customer bears the direct costs of returning the goods, unless the store agrees otherwise with the Customer.
3. Refund of payment
After receiving and checking the shipment, we will refund all payments received from the Customer, including delivery costs (except for additional costs resulting from the Customer choosing a delivery method other than the cheapest standard method offered by our store).
The refund will be made within up to 14 calendar days from the date we are informed about the withdrawal from the contract, using the same payment method the Customer used, except for cash on delivery payments – in that case, the method is determined individually with an employee.
4. Product exchange
It is possible to exchange a product for a different model after prior contact with customer service. In this case, the cost of sending the product back is borne by the Customer, and the cost of reshipping is covered by the store.
5. Exceptions to the right of return
The right to withdraw from the contract does not apply to:
- products made to the Customer's special order,
- goods delivered in sealed packaging which, after opening, cannot be returned for hygienic or health reasons,
- products that deteriorate quickly or have a short shelf life.
6. Contact
If you have any questions about returns, please contact us:
📧 E-mail: claims@bigvapoteur.com
📞 Phone: +48 512 370 592
7. Company details
MISRULE SAS
36 RUE DU LOUVRE
75001 Paris, France
NIP (TVA): FR43937998417