Returns and Complaints
1. Right of Withdrawal
In accordance with applicable consumer protection laws, 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 a clear statement sent by e-mail.
2. Return Procedure
To make a return, please:
- send an e-mail to the address provided at the bottom of the page in the complaints/returns section; due to the individual handling of each return, all details will be arranged with an employee,
- send the product back to the address indicated by the employee via e-mail.
The product should be returned unused, complete, and, if possible, in its original packaging.
The Customer bears the full and direct cost of returning the goods. The Store does not provide a return label and does not cover the cost of returning the product in the event of withdrawal from the contract.
3. Refund
After receiving and checking the returned parcel, we will refund all payments received from the Customer for the returned goods, as well as the cost of the cheapest standard delivery method offered in our store at the time the order was placed.
If the Customer chose a delivery method other than the cheapest standard delivery method offered by the Store, the refund will cover only the equivalent of the cheapest available delivery option.
The refund will be made within 14 calendar days from the date we are informed about the withdrawal from the contract. However, we may withhold the refund until we have received the goods or until proof of return has been provided, whichever occurs first.
The refund will be made using the same payment method used by the Customer, except for cash on delivery payments – in this case, the refund method will be agreed individually with an employee.
The cost of returning the goods in the event of withdrawal from the contract is borne by the Customer.
4. Complaints
In the event of a product defect or non-conformity of the goods with the contract, the Customer has the right to submit a complaint.
To submit a complaint, please:
- send an e-mail to the address provided at the bottom of the page in the complaints/returns section; due to the individual handling of each complaint, all details will be arranged with an employee,
- send the completed complaint form by e-mail along with a description of the reported defect and, if possible, photo documentation of the product.
After verifying the complaint, a Customer Service employee will provide further instructions regarding the complaint procedure.
If it is necessary to return the product as part of the complaint procedure, a Customer Service employee will send the Customer a ready-to-use shipping label.
The cost of returning the product as part of a complaint is borne by the Store. The Customer does not bear any costs related to the complaint procedure.
The complaint will be processed within 14 calendar days from the date of its receipt.
If the complaint is accepted, the Store will, at its own expense, send the Customer a new product free from defects or propose another solution in accordance with applicable law.
5. Exchange of Goods
It is possible to exchange a product for another model after prior contact with customer service. In such a case, the cost of returning the product is borne by the Customer, and the cost of reshipping is covered by the Store.
6. Exceptions to the Right of Return
The right of withdrawal does not apply to:
- products made to the Customer’s special order,
- goods delivered in sealed packaging which cannot be returned after opening for health protection or hygiene reasons,
- products that deteriorate quickly or have a short shelf life.
7. Contact
If you have any questions regarding returns, please contact us:
E-mail: claims@doctorvape.eu
Phone: +48 699 570 064
8. Company Details
MISRULE SAS
529 Avenue de Fleuride
13400 AUBAGNE, France
VAT number: FR43937998417