1. Return Window
Return and refund requests must be submitted within 7 calendar days of the verified delivery date. Requests submitted after this window will not be eligible for a refund or exchange.
2. Eligible Items
- Sealed, unopened disposable vape devices
- Defective products (see Section 4)
- Wrong items received (see Section 5)
- Items damaged during shipping
- Accessories (lanyards, cases) in original, unused condition
3. Non-Returnable Items
- Opened or used disposable vapes (health/safety regulation)
- Items returned more than 7 days after delivery
- Items without original packaging (unless defective)
- Bundles where only part of the bundle is returned
- Items marked as "Final Sale" or "Non-Returnable" on the product page
4. Defective Products
If your device arrives dead, auto-fires, leaks excessively, or is unusable for its intended purpose, contact support within the return window with your order number and clear photos or a short video showing the issue. Do not discard the product until we confirm next steps, including whether a prepaid return label is required in your market.
Approved defective-product resolutions may include replacement, exchange for the same SKU where stock allows, or a refund to the original payment method.
5. Wrong Item Received
If you received a flavor, nicotine strength, or device you did not order, or quantity does not match your order confirmation, contact support within 7 calendar days of delivery with photos of the package label and all items received. Keep items sealed when possible.
After verification we will arrange the correct item to be sent or authorize a return, followed by a refund if a replacement cannot be fulfilled.
6. Refund Processing
Once a return or refund is approved, we aim to process your refund within 3–5 business days after we receive the returned goods where a return is required, or immediately for no-return exceptions documented in your ticket. Your bank may take additional time to post credits to your statement.
Refunds are generally issued to the original payment method. If that is not possible (such as an expired card), our team will propose a reasonable alternative consistent with applicable law.
7. Exchange Policy
Exchanges are available for eligible items subject to stock. Exchanges are typically limited to the same product model (e.g., different flavor or nicotine level). If the desired variant is unavailable, we may complete an exchange by refunding your original purchase and inviting you to place a new order.
Any price difference after an exchange is approved will be charged or refunded as applicable before the replacement ships.
8. How to Submit Request
Open a request through the support channels shown on the ZMR Store website or reply to your order confirmation email. Include the order number, brief descriptions of each item, and clear photos for damaged, defective, or incorrect shipments.
Do not ship returns to random addresses—wait for instructions or a prepaid label when applicable. Unauthorized returns may delay resolution.