Refund and Returns Policy

Return & Refund Policy

Last Updated: 4th October 2026

At Jomlahvape, we want every customer to receive their order in good condition and as described.

Due to the nature of our products, we generally do not accept returns, exchanges, or refunds for change of mind, incorrect orders, opened products, or products that have been used.

However, if you receive an item that is damaged, defective, incorrect, or incomplete, please contact us as soon as possible so that we can review the issue and determine the appropriate solution.

1. Eligibility for Returns

A return or replacement request may be considered when:

  • The product received is damaged during delivery.
  • The product received is defective or does not function as intended.
  • You received an incorrect product.
  • Your order is missing an item.
  • The product has a manufacturing defect that is covered by the applicable warranty.

Any return or replacement is subject to inspection and approval by Jomlahvape.

2. Reporting a Damaged or Incorrect Order

Customers should inspect their parcel immediately after delivery.

If your parcel arrives damaged, opened, leaking, crushed, or otherwise appears to have been mishandled, please take clear photographs or videos before opening or using the product.

Please contact Jomlahvape within 3 days of delivery and provide:

  1. Your order number.
  2. Your name and contact details.
  3. Clear photographs of the parcel and shipping label.
  4. Clear photographs or video showing the issue.
  5. A description of the problem.

Failure to report an issue within the stated period may affect our ability to approve a return or replacement.

3. Products That Cannot Be Returned

For hygiene, safety, and product-integrity reasons, we do not accept returns for:

  • Products that have been opened or used.
  • E-liquids or vape liquids that have been opened.
  • Products with damaged, removed, or tampered seals.
  • Products with missing packaging or accessories.
  • Products damaged through misuse, accidents, negligence, or improper handling.
  • Products damaged through normal wear and tear.
  • Products purchased from unauthorized sellers.
  • Products returned without prior approval from Jomlahvape.
  • Orders where the customer simply changes their mind.
  • Incorrect product selections made by the customer.
  • Clearance, promotional, or final-sale products, unless the item is defective or required otherwise by applicable law.

4. Incorrect Product

If we accidentally send you the wrong product, please contact us within 3 days of delivery.

After verification, Jomlahvape may arrange for the incorrect item to be returned and provide the correct item, subject to availability.

Where the mistake is confirmed to be ours, reasonable return or replacement shipping costs may be covered by Jomlahvape.

5. Defective Products

If you believe your product is defective, please contact our customer service team before attempting to repair, modify, disassemble, or alter the product.

Depending on the circumstances, Jomlahvape may offer:

  • A replacement product;
  • Replacement of the defective component;
  • Store credit; or
  • A refund.

The remedy offered will depend on the nature of the defect, product availability, warranty terms, and applicable law.

Products damaged as a result of misuse, modification, liquid damage, physical damage, improper charging, or failure to follow the manufacturer’s instructions may not qualify as defective products.

6. Return Approval

Do not send any product back to us before receiving return instructions from Jomlahvape.

If your return request is approved, we will provide the necessary return instructions.

Returned products may be inspected before a replacement, refund, or store credit is issued.

Products returned without prior approval may be rejected.

7. Return Shipping

If the return is due to an error on our part, such as an incorrect or confirmed defective product, Jomlahvape may cover reasonable return shipping costs.

For other approved returns, the customer may be responsible for the cost of returning the product.

Jomlahvape is not responsible for returned parcels that are lost or damaged while being shipped back to us if the customer has arranged the return shipment.

We recommend using a trackable delivery service and retaining your proof of postage.

8. Refunds

If a refund is approved, it will normally be processed after the returned product has been received and inspected.

Refunds will be made using the original payment method where reasonably possible.

Processing times may vary depending on the payment provider or financial institution.

Shipping charges, payment processing charges, or other non-refundable charges may not be refundable where permitted by applicable law.

9. Exchanges

We may provide an exchange or replacement where:

  • The product is confirmed to be defective;
  • The wrong product was sent; or
  • The product arrived damaged.

Replacement items are subject to availability.

If the same product is unavailable, Jomlahvape may offer an alternative solution such as store credit or a refund.

10. Missing Items

If an item is missing from your order, please notify us within 3 days of delivery.

We may request photographs of the parcel, packaging, shipping label, and contents to investigate the issue.

If the missing item is confirmed, we may arrange a replacement or other appropriate remedy.

11. Delivery Issues

Jomlahvape is not responsible for delays caused by circumstances outside our reasonable control, including courier delays, severe weather, public holidays, incorrect delivery information, failed delivery attempts, or other events beyond our control.

Customers are responsible for providing accurate delivery information when placing an order.

If an order is returned to us because the customer provided an incorrect or incomplete address, refused delivery, or failed to collect the parcel, additional delivery charges may apply for redelivery.

12. Age & Legal Compliance

Jomlahvape reserves the right to verify customer eligibility and age where required.

We do not knowingly sell regulated smoking products to persons who are prohibited by applicable Malaysian law from purchasing or possessing such products.

Orders may be cancelled where we reasonably believe that the transaction would violate applicable laws or regulations.

13. Fraudulent or Abusive Claims

Jomlahvape reserves the right to reject return, refund, replacement, or warranty requests where there is reasonable evidence of:

  • Fraudulent activity;
  • Product tampering;
  • False damage claims;
  • Repeated abuse of the return policy;
  • Unauthorized modification or repair;
  • Deliberate damage; or
  • Any other misuse of this policy.

This does not affect any rights that cannot legally be excluded.

14. Changes to This Policy

Jomlahvape may update this Return & Refund Policy from time to time to reflect changes to our business practices, products, or applicable laws and regulations.

The latest version published on our website will apply to purchases made after the effective date.

15. Contact Us

For return, refund, or defective-product enquiries, please contact Jomlahvape Customer Support through the contact details provided on our website.

Please include your order number in all enquiries so that we can assist you more efficiently.