Refund policy
At Krem Vape Studio, we want every order to land right. If something isn't quite what you expected, our Client Care team is here to help, and here's exactly how returns, exchanges and refunds work.
Starting a return
To be eligible for a return, your item must be in the same condition you received it: unused, sealed, and in its original packaging, with your receipt or proof of purchase.
To start a return, email us at info@kremvape.co.za. Once it's approved, we'll send you clear instructions on how and where to send your parcel. Returns are sent to: 29 Union Avenue, Pinelands, Cape Town, 7405.
Please don't send anything back before requesting a return, as items returned without prior approval can't be accepted.
Damaged, defective or wrong items
Please check your order as soon as it arrives. If anything is defective, damaged, or not what you ordered, contact us straight away at info@kremvape.co.za and we'll make it right.
What we can't accept
For hygiene and safety reasons, the following can't be returned or exchanged once purchased:
- Disposables and coils
- Opened or used items
- E-liquids and replacement pods
- Custom or special-order products
- Sale items and gift cards
The one exception is a disposable that's dead on arrival: contact us within 3 business days of delivery with a short video showing the fault, and we'll arrange a replacement or store credit.
Exchanges
The fastest way to get the item you want is to return the original and, once it's approved, place a new order for the replacement.
Refunds
Once we've received and inspected your return, we'll let you know whether your refund has been approved. If it is, you'll be refunded to your original payment method within 10 business days. Please remember your bank or card provider may take a little longer to post the funds on their side.
If more than 15 business days have passed since your refund was approved and you still haven't received it, email us at info@kremvape.co.za and we'll chase it down.
Questions about a return? We're one message away on WhatsApp at 081 302 1036, or email info@kremvape.co.za.
