We want you to be satisfied with your purchase. This Refund and Returns Policy explains the conditions under which products may be returned, exchanged, replaced, or refunded.
By placing an order through our website, you agree to the terms outlined below.
1. Return Period
You may request a return within 14 calendar days after the date your order is marked as delivered.
To qualify for a return, the product must be:
Unused and unopened
In its original sealed packaging
In the same condition in which it was received
Accompanied by the original receipt or proof of purchase
Free from damage caused by improper use, storage, handling, or installation
Returns requested more than 14 days after delivery may not be accepted unless otherwise required by applicable law.
2. Non-Returnable Products
For health, hygiene, safety, and product-integrity reasons, the following products cannot be returned after they have been opened, used, activated, filled, or removed from their sealed packaging:
Disposable vape devices
E-liquids and vape liquids
Pre-filled pods and cartridges
Replacement coils and atomizers
Tanks, drip tips, and mouthpieces
Nicotine products
Opened batteries
Products showing signs of use
Clearance or final-sale products
Gift cards
Customized or personalized products
Free gifts and promotional items
These restrictions do not apply when the product was received damaged, defective, leaking, or incorrect.
3. Damaged, Defective, Leaking, or Incorrect Products
Please inspect your order immediately after delivery.
If your product arrives damaged, defective, leaking, incomplete, or different from what you ordered, contact us within 7 calendar days after delivery.
Your request should include:
Your order number
Your full name and email address
A clear description of the problem
Photos of the product
Photos of the packaging and shipping label
A short video showing the issue, where applicable
The product batch number or serial number, where available
Do not dispose of the product or its packaging until our customer-support team has reviewed your request.
After verification, we may offer one of the following:
A replacement product
Replacement parts
Store credit
A partial refund
A full refund
The appropriate solution will depend on the nature of the problem, product availability, and applicable law.
4. Disposable Vape Device Issues
Disposable vape products are consumable products and may not be returned merely because:
You do not like the flavor
The flavor is different from what you expected
The nicotine strength is unsuitable for you
You changed your mind
The product has already been used
The product has reached the end of its expected usage life
However, you may contact us within 7 days if a disposable device:
Does not activate on first use
Arrives leaking
Arrives with visible physical damage
Cannot be charged when advertised as rechargeable
Produces no vapor immediately after opening
Was not the product you ordered
Normal battery depletion, empty e-liquid, burnt taste caused by extended use, accidental damage, water damage, or improper storage are not considered manufacturing defects.
5. Device Warranty Claims
Certain reusable vape devices may include a manufacturer’s warranty.
Warranty coverage varies depending on the manufacturer and product. It may cover manufacturing defects but generally does not cover:
Accidental damage
Physical impact or dropping
Water or liquid damage
Improper charging
Use of incompatible accessories
Normal wear and tear
Scratches or cosmetic damage
Modification or unauthorized repair
Damage caused by improper operation
For warranty requests submitted outside our 14-day return period, you may be required to contact the product manufacturer directly.
6. How to Request a Return
Before returning any product, contact our customer-support team at:
Include your order number and the reason for your return.
If your return is approved, we will provide:
Return authorization
The return address
Packaging instructions
Any special shipping or handling instructions
Products sent back without prior authorization may be refused and may not qualify for a refund.
Do not return vape liquids, batteries, or damaged electronic products without first receiving instructions from our support team.
7. Return Shipping Costs
If the return is caused by our error, including a damaged, defective, or incorrect product, we will provide an appropriate return solution and may cover reasonable return-shipping costs.
If the return is due to a change of mind, duplicate purchase, incorrect product selection, or another reason not caused by us:
The customer is responsible for return-shipping costs
Original shipping charges are non-refundable
Return-shipping costs will not be deducted or reimbursed unless otherwise agreed
The customer is responsible for ensuring the return is safely delivered
We recommend using a tracked shipping service.
We are not responsible for return packages that are lost, damaged, or delivered to an incorrect address.
8. Return Inspection
All returned products are inspected after they arrive.
A return may be rejected or subject to a partial refund if:
The product has been opened or used
The security seal has been removed
The product is damaged
Parts or accessories are missing
The original packaging is missing
The serial number has been removed or altered
The product is not the item originally purchased
The return was shipped after the authorized return period
The product was damaged during return shipping because of inadequate packaging
We will notify you after the inspection is complete.
9. Refunds
If your return is approved, the refund will be issued to the original payment method.
Approved refunds are generally processed within 5–10 business days after the returned product has been inspected.
Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
Refunds may include the product price and applicable taxes. Original delivery charges, expedited shipping fees, insurance fees, age-verification fees, customs charges, and other non-refundable service fees may be excluded unless the return resulted from our error.
10. Partial Refunds
A partial refund may be issued in circumstances including:
The product is returned with damaged packaging
Accessories or components are missing
The product shows minor signs of handling
The returned quantity does not match the original order
The product’s value has been reduced by the customer
Only part of a bundle or kit is returned
We will explain any deduction before completing the refund where reasonably possible.
11. Exchanges
We may offer exchanges for eligible unopened products, subject to availability.
The fastest way to receive a different product may be to return the original eligible item and place a new order after the return has been approved.
Opened consumable products cannot be exchanged because of flavor preference, nicotine-strength preference, or change of mind.
12. Order Cancellations
You may request an order cancellation before the order has been processed or shipped.
Cancellation requests are not guaranteed.
Once an order has entered fulfillment or has been transferred to the shipping carrier, it may no longer be cancelled. You may need to wait for delivery and request a return under this policy.
If we cannot ship an order within the stated or agreed shipping period, we may contact you to request approval for a delay or issue a refund for the unshipped merchandise, as applicable.
13. Incorrect Shipping Information
Customers are responsible for providing a complete and accurate shipping address.
We are not responsible for delays, failed deliveries, or lost packages caused by:
An incorrect address
An incomplete address
An incorrect postal code
An incorrect telephone number
Failure to respond to the carrier
Failure to complete required age verification
Failure to collect the package
Refusal of delivery
If a package is returned to us, any refund may be reduced by the original shipping cost, return-shipping cost, handling charges, and other fees incurred.
14. Refused and Unclaimed Packages
Refusing a package does not automatically qualify the order for a full refund.
Packages that are refused, unclaimed, or returned because of unsuccessful delivery may be subject to:
Original shipping charges
Return-shipping charges
Carrier handling fees
Customs or import fees
Restocking fees where permitted
A refund will only be considered after the package has been safely returned and inspected.
15. Lost or Stolen Packages
If tracking shows that a package has not been delivered within the expected period, contact us so that we can assist with a carrier investigation.
If tracking shows that a package was delivered, but you cannot locate it, you should:
Check the delivery location
Ask household members or neighbors
Contact the shipping carrier
Check with your building reception or mailroom
Verify that the shipping address was correct
COSMIRA is not automatically responsible for packages stolen after confirmed delivery. We will review each case individually and assist with available carrier claims.
16. International Orders
Customers placing international orders are responsible for checking whether the purchased products are permitted in their country, state, province, or region.
International shipping charges, customs duties, import taxes, brokerage fees, age-verification fees, and regulatory charges are generally non-refundable.
We cannot refund an order solely because:
Customs delays the shipment
Customs confiscates or rejects the shipment
The customer refuses to pay import charges
The product is prohibited in the destination country
The customer did not understand local import restrictions
The customer provided incomplete customs information
International defective-product claims will be reviewed individually. In some cases, we may provide a refund or replacement without requiring the product to be shipped internationally.
17. Age Verification
Our products are intended only for adults who have reached the legal smoking or vaping age in their jurisdiction.
For customers in the United States, tobacco products—including e-cigarettes, e-liquids and electronic nicotine delivery systems—may not be sold to anyone under 21 years old. FDA rules also require retailers to check photo identification for certain purchasers under age 30.
An order may be cancelled when:
Age verification cannot be completed
The customer does not meet the applicable minimum age
The information provided appears inaccurate
The name on the order does not match the verification information
Delivery-age verification fails
Refunds for cancelled age-restricted orders may exclude non-refundable third-party verification fees where legally permitted and clearly disclosed during checkout.
18. Chargebacks and Payment Disputes
Before submitting a chargeback or payment dispute, please contact our customer-support team so that we have an opportunity to resolve the issue.
Submitting a chargeback does not cancel the order or automatically create a right to keep the product.
We may provide order records, tracking information, customer communications, age-verification results, and delivery confirmation to the payment provider when responding to a dispute.
This section does not limit any rights provided by applicable law or your payment provider.
19. Promotional and Free Products
Free gifts, samples, promotional products, and complimentary items do not have a cash value and are generally not refundable.
When a qualifying product is returned, any associated promotional item may also need to be returned.
If the promotional item is not returned, its stated retail value may be deducted from the refund where permitted by law.
20. Wholesale Orders
Wholesale, distributor, bulk, and business-to-business orders may be subject to separate written terms.
Unless otherwise agreed in writing:
Wholesale orders cannot be returned because of slow sales or change of mind
Customized orders are final
Manufacturing or quantity issues must be reported promptly
Approved wholesale returns may be subject to restocking and shipping fees
Where separate wholesale terms conflict with this policy, the separate written agreement will apply.
21. Your Legal Rights
Nothing in this policy is intended to exclude or restrict any consumer right that cannot legally be excluded.
If the law in your jurisdiction provides stronger rights regarding defective, damaged, misdescribed, or unsafe goods, those legal rights will continue to apply.
22. Changes to This Policy
We may update this Refund and Returns Policy to reflect changes in our products, business practices, shipping methods, payment providers, or legal obligations.
The updated policy will become effective when published on our website, unless otherwise stated.
The “Last Updated” date at the top of the page will show when the most recent revision was made.
23. Contact Us
For return requests, defective-product claims, or refund questions, contact:
