Effective Date: October 30, 2026
Website: https://www.zenvaps.com/
This Refund and Return Policy explains the conditions and procedures for order cancellations, returns, refunds, damaged products, defective items, and other order-related issues associated with purchases made through zenvaps.com.
The Website is operated by HK HUI LI YING INTERNATIONAL TRADING LIMITED (“Company,” “we,” “us,” or “our”).
We are committed to handling customer requests fairly, transparently, and in accordance with applicable consumer protection laws and regulations in the United States and other relevant jurisdictions.
Legal Business Name: HK HUI LI YING INTERNATIONAL TRADING LIMITED
Business Address: RM A22, 10/F, NO. 52, HUNG TO ROAD, KWUN TONG, HONG KONG
Website: https://www.zenvaps.com/
Customer Service Email: [email protected]
All refund, return, and cancellation inquiries should be directed to our customer service email address.
We understand that customers may occasionally experience problems with their orders.
Return and refund requests are reviewed individually, taking into consideration:
The condition of the product.
Whether the product has been opened or used.
Whether the product is defective or damaged.
Whether the wrong product was delivered.
Applicable health and safety requirements.
Applicable federal, state, and local laws.
Due to the nature of electronic nicotine delivery systems (ENDS), e-cigarettes, vaping devices, e-liquids, and related products, certain returns may be restricted for health, safety, regulatory, or transportation reasons.
Products that have been opened, used, tampered with, or otherwise made unsuitable for resale may not qualify for voluntary returns, where such restrictions are permitted by law.
Nothing in this policy limits any mandatory consumer rights or remedies available under applicable law.
Where permitted by applicable law, unused and unopened products may be eligible for return consideration if:
The product remains in its original packaging.
The product has not been used or modified.
All original accessories and included components are present.
The product is not damaged due to customer misuse.
The return is not prohibited by applicable health, safety, or transportation regulations.
Customers should contact us before returning any product.
All returns require prior written authorization from our customer service team.
We reserve the right to inspect returned products before determining whether a refund or other resolution is appropriate, subject to applicable law.
For health, safety, hygiene, and regulatory reasons, certain products may not be eligible for voluntary return or exchange where permitted by law.
These may include:
Opened or used e-cigarettes.
Opened or used vape devices.
Opened e-liquids and nicotine-containing products.
Used cartridges, pods, and mouthpieces.
Products with broken safety seals.
Products that have been modified or tampered with.
Products that cannot legally be transported or resold after return.
These restrictions do not eliminate any rights customers may have concerning defective, damaged, misrepresented, or incorrectly supplied products under applicable law.
We will review legitimate product defect and consumer protection claims individually.
If you receive a damaged, defective, or incorrect product, please contact us as soon as reasonably possible.
Your inquiry should include:
Your order number.
Your full name.
A description of the issue.
Clear photographs or videos showing the problem, where available.
Photographs of the external packaging, where relevant.
Examples of issues that may qualify for review include:
Products damaged during transportation.
Products with manufacturing defects.
Products that are materially different from their advertised descriptions.
Incorrect products received.
Missing items from an order.
After reviewing your request, we may offer an appropriate remedy, such as:
A refund.
A replacement, where legally permitted and available.
Another reasonable resolution required or permitted by applicable law.
We will not require customers to return unsafe or potentially hazardous products without appropriate instructions.
Customers who wish to cancel an order should contact us as soon as possible.
Cancellation requests submitted before an order has entered fulfillment or shipment will generally be easier to process.
Once an order has been shipped or transferred to a transportation provider, cancellation may no longer be possible.
If an order is canceled before shipment, any refund due will be processed in accordance with applicable law.
We also reserve the right to cancel orders when necessary, including situations involving:
Failed age or identity verification.
Incorrect product information or pricing.
Product unavailability.
Suspected fraudulent transactions.
Regulatory restrictions.
Prohibited shipping destinations.
Carrier transportation restrictions.
Inability to legally fulfill an order.
If payment has already been collected for a canceled order, any refund due will be issued in accordance with applicable legal requirements.
We make reasonable efforts to process and fulfill orders within the shipping timeframe communicated during checkout.
If we cannot ship an order within the applicable promised timeframe, we will provide the required notice and options under the Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435), where applicable.
Depending on the circumstances, customers may be entitled to:
Consent to a revised shipping date; or
Cancel the unshipped order and receive a prompt refund.
If no shipping timeframe is clearly stated, applicable federal rules generally establish a 30-day default shipping period.
We will not retain payment for unshipped merchandise when a refund is required by applicable law.
Once a refund request has been approved, the refund will generally be issued to the original payment method whenever reasonably possible and legally permitted.
Depending on the circumstances, refunds may include:
The purchase price of eligible returned products.
Shipping charges when required by applicable law or when the error was attributable to us.
Applicable taxes associated with refunded merchandise.
Refund amounts may be adjusted where legally permitted to reflect products retained by the customer or other valid charges disclosed before purchase.
We do not charge undisclosed cancellation, return, or restocking fees.
Refunds required under the FTC Mail, Internet, or Telephone Order Merchandise Rule will be processed within the applicable statutory deadlines.
For other approved refunds, we aim to initiate processing within 5–10 business days after approval.
The time required for the funds to appear in your account may depend on your payment provider or financial institution.
Return shipping responsibility depends on the reason for the return and applicable law.
Generally:
If the wrong product was shipped, or the product arrived damaged due to our fulfillment process, we will review appropriate return shipping arrangements.
If a voluntary return is accepted for reasons unrelated to an error on our part, the customer may be responsible for return shipping costs where legally permitted.
If a product is defective, applicable statutory warranty and consumer protection rights will apply.
Because certain vaping products contain nicotine, lithium batteries, or other regulated components, customers must not independently ship these items using ordinary postal or parcel services without confirming that the selected transportation method legally accepts the specific shipment.
Please contact us for return instructions before sending any product.
If your order has not arrived within the estimated delivery period, please contact our customer service team.
Please provide:
Your order number.
Your full name.
Your shipping address.
Any available tracking information.
We will review the shipment status and, where appropriate, communicate with the relevant transportation provider.
If a shipment is confirmed lost, we will determine an appropriate resolution in accordance with applicable law and the circumstances of the transaction.
Customers will not be denied remedies required by applicable consumer protection laws solely because a transportation provider has failed to deliver an order.
Certain electronic nicotine delivery system shipments may require age verification, identity verification, or an adult signature at delivery.
A delivery may fail if:
The recipient cannot satisfy age verification requirements.
The recipient is unavailable for a required adult signature.
The recipient refuses identification checks.
The shipping address is incorrect.
The destination prohibits the shipment.
The transportation provider refuses delivery.
If a package is returned to us, we will review the circumstances before determining whether a refund or other resolution is appropriate.
Where delivery failed because of a legal restriction or mandatory verification requirement, any refund will be handled in accordance with applicable law.
We will not reship restricted products in violation of applicable regulations.
We reserve the right to cancel orders that cannot legally be sold, shipped, imported, or delivered to the designated destination.
Such circumstances may include:
FDA marketing authorization restrictions.
State or local electronic nicotine product restrictions.
Prohibited shipping destinations.
Carrier transportation restrictions.
Customs or import prohibitions.
Failed mandatory age or identity verification.
Other applicable legal requirements.
If an order is canceled before shipment because it cannot legally be fulfilled, we will issue any refund required by applicable law.
A customer will not be charged for merchandise that was never shipped when a refund is legally required.
Exchanges may be considered for eligible products where permitted by applicable law.
All exchanges are subject to:
Product availability.
Applicable age verification requirements.
Shipping and transportation restrictions.
Regulatory eligibility.
Product condition and safety requirements.
We cannot guarantee that a replacement product will be available.
Any replacement must independently satisfy applicable FDA, state, local, and transportation requirements.
Products may be subject to manufacturer warranties or other applicable statutory warranties.
Where a manufacturer warranty exists, its terms may provide additional information about repair, replacement, or defect-related claims.
Nothing in this policy excludes or limits applicable implied warranties, express warranties, statutory remedies, or other consumer rights that cannot legally be waived or restricted.
Customers should contact us if they believe a product is defective or does not conform to its advertised description.
To protect customers and prevent fraudulent transactions, we may request reasonable information to verify a refund or return request.
Such information may include:
Order confirmation details.
Payment transaction references.
Photographs of damaged or incorrect merchandise.
Relevant delivery information.
We will handle any personal information collected during this process in accordance with our Privacy Policy and applicable data protection laws.
We will not request complete payment card security codes as part of a standard refund verification process.
This Refund and Return Policy is intended to operate consistently with applicable U.S. federal, state, and local consumer protection laws.
Nothing in this policy is intended to:
Waive mandatory consumer rights.
Eliminate statutory remedies for defective products.
Exclude legally required refunds.
Restrict rights that cannot legally be waived.
Override applicable federal or state consumer protection requirements.
Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will control.
We reserve the right to update or revise this Refund and Return Policy from time to time.
Changes may be made to reflect:
Changes in applicable laws and regulations.
Changes in our products or services.
Updates to our business operations.
Changes in transportation requirements.
Improvements to our customer service procedures.
The latest version will be published on this page with an updated effective date.
Customers are encouraged to review this policy periodically.
To submit a return, refund, or cancellation request, please contact us by email.
Please use the following subject lines:
Refund Request
Return Request
Damaged or Defective Product
Order Cancellation
Missing or Incorrect Order
Please include your order number and a detailed description of your request.
Our customer service team will review your inquiry and provide further instructions.
For all refund, return, cancellation, and order-related inquiries, please contact:
Legal Business Name:
HK HUI LI YING INTERNATIONAL TRADING LIMITED
Business Address:
RM A22, 10/F, NO. 52, HUNG TO ROAD, KWUN TONG, HONG KONG
Website:
https://www.zenvaps.com/
Customer Service Email:
[email protected]
We appreciate your understanding and cooperation.
Thank you for shopping with zenvaps.com.
END OF REFUND & RETURN POLICY