Return and Refund Policy

Return requests are considered individually based on the product, its condition, and the circumstances of the order. An unused replacement component in its original condition is different from a coil that has been installed, a pod that has been filled, or a mouth-contact accessory that has been used.

Contact us before sending anything back so we can review the request and provide the appropriate next steps.

Many KIVELOLAB products are intended for specific devices or tanks. Similar appearance does not guarantee that parts are interchangeable.

Before ordering, compare the details that apply to the product, including:

• Exact device or tank series.
• Coil or pod resistance.
• Pod or tank capacity.
• MTL or DTL format.
• 510 or 810 connection type.
• Glass dimensions or tank compatibility.
• Pack quantity.

An item may be considered for return when it remains unused, unmodified, and in suitable condition for inspection, with the original packaging and supplied components where applicable.

Examples may include an unopened replacement pod pack, unused coil pack, unused adapter, unused protective accessory, or replacement glass that has not been installed and remains in appropriate condition.

Eligibility is not determined by product category alone. The actual condition of the returned item and the reason for the request are also considered.

Some products cannot reasonably be returned to ordinary sellable condition after use, installation, filling, or direct personal contact.

Examples include:

• Pods that have been filled or used.
• Coils that have been installed, primed, or used.
• Drip tips or other mouth-contact components that have been used.
• Items showing liquid residue.
• Components with installation marks or forced-fit damage.
• Products that have been modified, altered, or disassembled.
• Items damaged through incompatible installation or misuse.
• Returns missing important parts, inserts, or packaging where those materials are needed to assess the item.

This does not prevent us from reviewing a product that arrived damaged, incorrect, incomplete, or otherwise affected before normal use.

Some vaping accessories may come into direct contact with the mouth or with e-liquid. Once used, these items can raise hygiene and condition concerns that do not apply to an unopened accessory.

Drip tips, filled pods, and other used mouth-contact or liquid-contact items may therefore be ineligible for ordinary return even when they appear visually clean.

If a product arrives damaged, contact us before attempting installation or use. This is especially important for replacement tank glass, which can be affected by impact during shipping.

Please keep the item and packaging and send photographs showing:

• The damaged product.
• The outer package.
• Internal protective packaging where relevant.
• The shipping label.
• Visible cracks, breakage, deformation, or other damage.

This helps us review whether the issue occurred during transportation or relates to another cause.

If the item received does not match the product or variation shown in your order, contact us before opening or using it further.

For example, this may involve a different coil resistance, pod version, adapter type, glass model, drip tip format, or pack quantity from the one ordered.

Please provide the order number and clear photographs of the received item and its packaging.

If a multi-pack contains fewer pieces than indicated or an item appears to be missing from the parcel, contact us with photographs of the full package contents.

For pods, coils, drip tips, or other multi-piece products, showing the opened package and all received pieces helps us verify the issue more efficiently.

If the correct item was supplied but it does not fit the customer's hardware because the wrong model, resistance, capacity, connection, or format was selected, return or exchange options depend on whether the product remains unused and in appropriate condition.

Do not force an accessory into incompatible hardware in an attempt to make it fit. Forced installation can damage both the accessory and the device and may affect return eligibility.

Email [email protected] and include the information needed to identify and understand the request.

Please provide:

• Your order number.
• The product involved.
• The reason for the return request.
• Whether the item has been opened, installed, filled, or used.
• Photos where the request involves damage, incorrect merchandise, missing parts, or another visible issue.

Do not send items back before receiving return instructions.

Returned products may be inspected to confirm identity, condition, package contents, and whether the item matches the return information provided.

Inspection can include checking for installation marks, liquid residue, missing components, damaged packaging, physical modification, breakage, or other signs that affect return eligibility.

A partial refund may be considered in situations where a return is accepted but the item is not received in the same complete condition expected for a standard return.

This can include missing packaging or components, incomplete multi-piece sets, or other condition differences that reduce the value of the returned merchandise.

The amount, if any, depends on the circumstances and the condition of the item received.

When a refund is approved, it is generally issued through the original payment method where that method supports the refund.

After a refund is submitted, the time required for it to appear can vary according to the card issuer, bank, payment processor, or other payment service involved.

A refund being processed by KIVELOLAB does not necessarily mean it will appear instantly in the customer's account.

If you have received confirmation that a refund was issued but cannot see it yet, first allow for the normal processing time of the payment provider.

You may also need to check with your bank, card issuer, or payment service. If the refund still cannot be located after the provider's normal processing period, contact us with the relevant order information.

Exchange availability depends on the condition of the original item, the reason for the request, and whether the required replacement product is available.

For specification-based exchanges, such as changing resistance, pod type, adapter format, or another compatibility-related option, the original item should remain unused and in appropriate condition.

Price differences or additional shipping costs may apply where appropriate.

Discounted pricing does not automatically determine whether an item can or cannot be returned. The condition of the product and the circumstances of the request remain relevant.

An item received damaged, incorrect, or incomplete can still be reviewed even if it was purchased during a promotion.

If an item was purchased as a gift, we may still need the original order information to locate the transaction and confirm what was purchased.

Refund options can depend on the payment method and transaction information associated with the original order.

Return-shipping arrangements depend on why the item is being returned.

A return caused by selecting the wrong compatible model or specification may be handled differently from a return involving an incorrect item, shipping damage, or missing merchandise.

Contact us before arranging return shipment so the appropriate instructions can be provided.

Products approved for return should be packed carefully to prevent additional damage during transportation. Fragile components such as replacement glass should be protected appropriately.

Where possible, include the original packaging and all parts or components supplied with the item.

For return, exchange, refund, damaged-item, missing-item, or compatibility questions, contact [email protected].

Include your order number and enough product information for us to identify the issue. If the problem is visible, clear photographs can help us review the request more efficiently.