Returns & Refunds

This policy explains how returns and refunds work at Deepkold. We sell nicotine-free vapes and pouches in the United States to adults 21 and over, with payment made by cash on delivery. Because our products are consumable items that are inhaled or used in the mouth, what we can take back is limited for hygiene and safety reasons. We try to keep the rules below clear and fair.

Last updated: May 2026.

The short version

Opened or used items generally cannot be returned, for hygiene and safety reasons.
Items that arrive damaged, defective, or that are the wrong item are eligible for a return or replacement.
To start a return, email support@deepkold.com within 30 days of delivery with your order details and a photo.

Our return window

Please contact us within 30 days of delivery if there is a problem with your order. Reaching out promptly helps us sort things out quickly and arrange a replacement or refund where it applies.

What can be returned

The following are eligible for a return, replacement, or refund:

Damaged on arrival — the product or its packaging was clearly damaged when it reached you.
Defective — the product does not work as it should out of the box (for example, a vape that will not power on or charge).
Incorrect item — you received a different product, flavor, or quantity than what you ordered.

For these cases, please keep the item and its packaging and email us a photo so we can review it.

What cannot be returned

For hygiene and safety reasons, and because these are consumable products, the following generally cannot be returned:

Items that have been opened, used, or tried.
Returns based on change of mind or flavor preference once an item has been opened.
Items reported outside the 30-day window described above.

Sealed, unopened items may be considered on a case-by-case basis — contact us and we will let you know what is possible.

How to start a return

Email support@deepkold.com with:

Your order number and the name or email used to place the order.
The item or items affected.
A short description of the problem.
A clear photo showing the issue (especially for damaged, defective, or incorrect items).

We will review your request and reply with the next steps. Please wait for our confirmation before sending anything back, so we can make sure your return is handled correctly.

Damaged or incorrect items

If your order arrives damaged, or you receive the wrong item, let us know within 30 days of delivery. Send a photo of the item and its packaging along with your order details. Once we confirm the issue, we will arrange a replacement or a refund for the affected item.

How refunds work

Deepkold orders are paid by so there is no card on file to refund. When a refund is approved, we will arrange it with you directly using a method we both agree on, and confirm the details by email before issuing it. We will only ever issue a refund for the amount that applies to your eligible item.

Questions

If anything here is unclear, or you are not sure whether your situation qualifies, email us at support@deepkold.com and we will be glad to help.