Our Return Policy

When will I receive my refund?

Once we have  received your return in our Central Warehouse, our Customer Service team will contact you to confirm the refund. The processing time for a return is approximately 15 working days. This period may be higher on Christmas or during sale season.

If in normal period you did not receive your refund after 15 working days, please contact our Customer Service team at contacto@supervapers.com, indicating your order number and the item you returned so we can help you as soon as possible.

How long do I have to return my order?

You have 30 calendar days after receiving your order to return it.

In case of receiving a return order outside the allowed period, Supervapers reserves the right not to send the package back to the client and not to make the refund.

General return policy

· You have 30 calendar days after receiving your order to return it. The product must be returned in the same conditions it was received, with no apparent signs of use and correctly labeled. Supervapers reserves the right not to accept any item that is not in perfect conditions.

· If you want to make a change, place a new order in our online store and return the items that do not serve you.

· You can send articles of different orders in the same package by filling in and entering the return sheets (or delivery notes or order receipts, as confirmation email) corresponding to each order inside the package.

· Can not find your return sheet or delivery note? Click here.

· Once we have received your return physically in our Central Warehouse, our Customer Service department will contact you to confirm the refund. The processing time for a return is approximately 15 working days. This period may be higher at Christmas or sales season.

Returns Sheet

Where is the return sheet of my order?

You can use the delivery note that comes with your order or print the order confirmation or order receipt from your customer area at www.supervapers.com (only available to registered customers) to return your order. Mark with an "x" the items you wish to return and indicate the reason for the return.

I’ve made a return, but my card is no more active or my Paypal account has changed

Changes in your Paypal account

In case you have modified the bank account associated to your Paypal account, we will be able to continue sending the refund.

For security reasons, we can not refund your order to a different Paypal account than the one you used to pay for your order.

If you can not see your refund within 10 business days after we have notified you of the payment, please contact us.

Credit / Debit Card Theft, Loss, or Cancellation

In case of theft, loss or cancellation of the card you used to pay, we can continue sending the refund to that same card as long as the bank account associated with the card remains open.

For security reasons, we can not refund your order on a different card.

How can I return an item or order?

International Returns

How to process your return?

1) PREPARE YOUR RETURN

Put in the box (if possible, the same box in which you received the order) the items you wish to change or return and the delivery note you received with the order. Please indicate on the delivery note what items are and the reason for the return. If you do not have the delivery note, you can also print the order confirmation email or print the order receipt that you will find in your account at www.supervapers.com, if you are a registered user on our website.

Please note that it is very important to include any of these vouchers in your package. Otherwise, we will not be able to identify you and we will not be able to make the refund.

2) SEND YOUR ORDER

By the moment we do not offer a free return service for orders made outside Spain (Peninsula and Balearic Islands), so if you want to return an item or your complete order, you must bear the shipping costs.

Please send your return to the following address:

Supervapers

Avenida Arboleda, 68-70

41940 Tomares (Sevilla)

Returns in the Iberian Peninsule, Ceuta, Melilla, Canary and Balearic Islands

How to process a return

1) PREPARE YOUR RETURN

Put in the box (if possible, the same box in which you received the order) the items you wish to change or return and the delivery note you received with the order. Please indicate on the delivery note what items are and the reason for the return. If you do not have the delivery note, you can also print the order confirmation email or print the order receipt that you will find in your account at www.supervapers.com, if you are a registered user on our website.

Please note that it is very important to include any of these vouchers in your package. Otherwise, we will not be able to identify you and we will not be able to make the refund.

2) SEND YOUR ORDER

You can send us your return in the following ways:

Pick up at home (free only for returns in the Iberian Peninsula and Balearic Islands). To request the pick up, send an email to contacto@sinhumo-sevilla.net, providing the following information:

· Order number (you can find it in the order confirmation email or in your order history if you have an account at www.supervapers.com).

· Your name.

· Your phone number.

· Pick up adress (path, number, postal code, population and province).

· Pick up date and time slot.

Our customer service team will contact you to confirm the pick up. Please have the shipment properly prepared on the date and adress provided.

Important: this option will only be available to customers living in Peninsula and Balearic Islands. Canary Islands, Ceuta and Melilla are excluded from the process of collection and, as well as international orders, so that the customer will proceed with the management of the same.

Shipping to our logistics center (the client will bear the shipping costs). Please send your return to the following address:

Supervapers

Avenida Arboleda, 68-70

41940 Tomares

Seville 

My return has not been collected

The messenger didn’t came to collect my return, what should I do?

We are very sorry for the inconvenience caused. Sometimes, couriers fail to pick up, despite having the requested appointment. If this is the case, please contact our Customer Service team at contacto@supervapers.com, indicating your order number and the data for the new collection.

The refunded amount after returning isn’t correct

Refund after return

Please contact our Customer Service team so we can help you as soon as possible. We are very sorry for the mistake in your refund.

If you have made an online purchase with us and you are still not satisfied with the result, you can send your complaint to an alternative resolution process through the following page:

http://ec.europa.eu/consumers/odr/