Returns & Refunds
Our process for damaged, incorrect, defective and unopened products purchased through the UPENDS South Africa website.
1. Inspect Your Order
Please inspect your order immediately. If an item is damaged, incorrect or appears defective, notify us within 7 working days and include your order number, a description, and clear photos or video. If the wrong item was delivered, do not open or use it.
2. Return Approval Is Required
Products must not be returned without prior written approval. Email [email protected]. Return instructions and the applicable return address will be provided after review.
3. Change-of-Mind Returns
Where permitted by law, eligible unused goods may be requested for return within 7 days of receipt. The item must be new, unused, unopened, complete and in original undamaged packaging.
- Return shipping is the customer's responsibility.
- Original shipping charges are non-refundable unless the return results from our error.
- An approved discretionary return or cancellation may incur a handling or administration fee of up to 20%, where legally permitted.
4. Hygiene-Sensitive and Non-Returnable Products
Opened or used vaping products are generally not eligible for a change-of-mind return, including disposable vapes, opened e-liquids or prefilled pods, used coils, atomisers, tanks and mouthpieces, and products with broken seals.
This does not remove any mandatory remedy for goods proven defective, unsafe, damaged on delivery or incorrectly supplied.
5. Disposable Vapes and Dead-on-Arrival Claims
Disposable vapes do not carry a usage warranty because remaining e-liquid, puff pattern and usage history cannot be independently verified. A product may be reviewed if it was dead on arrival or clearly defective when first opened. Keep the product, packaging and batch information.
6. Fault Assessment
We may require return for inspection. Assessment may take up to 2 weeks after receipt. Misuse, impact, liquid ingress, modification, incorrect charging, improper storage or normal wear may invalidate a claim.
7. Remedies
An eligible claim may be resolved by repair, replacement, store credit or refund, depending on the product, the fault and applicable consumer rights. Where we supplied the wrong item or confirm delivery damage, reasonable return shipping may be covered.
8. Refund Processing
Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to post the credit.
Start a return or fault claim
Email [email protected] with your order number, product name, flavour and supporting photos or video.
Business address: RM 23/F RUBY COMM BLDG, 480 NATHAN ROAD, KL
Customer support: [email protected]