Refund Policy

Due to the nature of e-liquid products and for health, safety, and hygiene reasons, ELUX maintains a strict refund and return policy. We encourage all customers to review this policy before placing an order.

Our core principles are simple:

• Opened or used products cannot be returned, exchanged, or refunded under any circumstances. Once the seal on a bottle is broken, we cannot accept it back.
• All return and refund requests must be submitted within 2 days of delivery. Requests received after this window will not be processed.

We stand behind the quality of our products and are committed to resolving genuine issues fairly and promptly within the boundaries of this policy.

We will consider a refund or replacement only in the following situations, provided the request is made within 2 days of delivery:

• Damaged during shipping: The product arrived with a broken bottle, leaking seal, or visible damage caused during transit. You must provide clear photographs of the damaged item and its packaging.
• Incorrect product received: You received a flavour, nicotine strength, or quantity that does not match what you ordered. You must provide a photo of the product received along with your order number for verification.
• Manufacturing defect: The product has a clear quality issue such as an unusual colour, separation, or off smell that indicates a manufacturing fault — not a flavour preference.

In all of the above cases, the product must be in the condition it was received. Do not dispose of the item until your claim has been reviewed and resolved.

The following situations do not qualify for a refund, return, or exchange:

• Opened or used products. If the bottle seal has been broken or the product has been used in any way, it cannot be returned regardless of the reason. This is a strict policy for health and hygiene purposes.
• Change of mind. We do not offer refunds or exchanges because you changed your mind, did not like the flavour, or chose the wrong nicotine strength. Please review product descriptions carefully before ordering.
• Requests submitted after 2 days. The 2-day window begins from the date of delivery as confirmed by the courier. Claims raised after this period will not be entertained.
• Damage caused after delivery. Products that were damaged due to improper storage, mishandling after receipt, or exposure to heat or sunlight are not eligible.
• Promotional or discounted items. Products purchased during sales, bundles, or promotional offers may not be eligible for refund. Any exceptions will be clearly stated at the time of the promotion.

If your order qualifies under Section 2, follow these steps within 2 days of receiving your delivery:

• Step 1: Email us at sales@eluxpk.com or reach out via WhatsApp. Include your order number, the specific issue, and clear photographs showing the problem.
• Step 2: Our team will review your claim and may ask follow-up questions or request additional photos.
• Step 3: Once your claim is verified, we will inform you whether you are eligible for a replacement or a refund, and confirm the next steps.

Do not ship any product back to us unless we explicitly instruct you to do so. Unsolicited returns will not be accepted or refunded.

Where a claim is approved, our default resolution is to send a replacement product. Replacements are dispatched after the claim has been reviewed and approved. Delivery timelines for replacement orders follow the same estimates as standard shipping.

If the original product is out of stock, we will offer you a choice between an alternative flavour in the same nicotine strength or a refund.

Refunds are issued only when a replacement is not possible or when we determine a refund to be the appropriate resolution. If a refund is approved:

• Online payment orders: The refund will be credited to the original payment method. Processing may take 7 to 10 business days depending on your bank or payment provider.
• Cash on delivery (COD) orders: Refunds will be processed via bank transfer. You will need to provide your bank account details (account title, account number, and bank name) for the transfer.

Refunds cover the product cost only. Original shipping charges are non-refundable unless the issue was caused by our error (wrong item shipped, damaged product). Any additional courier fees incurred during the return process are the responsibility of the customer unless we arrange a pickup.

Refund and return policies for wholesale and bulk orders may differ from the standard retail policy outlined above. Terms for B2B returns, replacements, and refunds are discussed and agreed upon at the time of wholesale onboarding.

If you are a wholesale partner and have a claim regarding a bulk order, contact us directly at sales@eluxpk.com with your order details. Wholesale claims are handled on a case-by-case basis by our partnerships team.