Refund policy

Refund & Exchange Policy

At lanavapesgonline.com, we are committed to providing the highest level of service. Please review our policy carefully regarding defective items, returns, and exchanges.

1. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, you must notify our customer service team via WhatsApp within the specified timeframes below:

  • Reported within 2 days of delivery: We will arrange a free 1-to-1 exchange for you.

  • Reported between Day 3 and Day 7: Exchanges are still eligible, but a delivery/handling fee of $15 – $20 will be charged for the exchange service.

2. Final Deadline (After 7 Days)

  • Over 7 days: Strictly no exchanges or refunds will be accepted under any circumstances once 7 days have passed from the delivery date.

3. How to Contact Us (WhatsApp Only)

To ensure the fastest possible resolution, we handle all support inquiries exclusively via WhatsApp. We strongly discourage email communication, as it may result in processing delays.

  • Who to contact: Please reach out to the same customer service representative who assisted you with your initial order.

  • Direct Link: wa.link/mvapesg

  • Required Proof: Please provide clear photos or videos demonstrating the defect or issue when contacting us.

4. Eligibility Criteria for Exchanges

To qualify for an exchange, your item must meet the following conditions:

  • It must be unused and in the exact same condition that you received it.

  • It must be in its original, undamaged packaging with all tags and seals intact.