Returns & Refunds

This page sets out what Deepkold can and cannot take back. We sell nicotine-free vapes and pouches in the United States to adults 21 and over, with payment collected at the time of your order. Everything we sell is a consumable that is inhaled or used in the mouth, so for hygiene and safety reasons we do not run a returns program. What we do cover is an order that turns up damaged or a device that does not work.

Last updated: October 2026.

The short version

• Every sale is final. We don't take back or swap items because you changed your mind or picked the wrong flavor, and that includes sealed, unopened, or unused products.
• If something arrives damaged or a device won't work, email support@deepkold.com within 3 days of delivery with your order number and a photo or video of the problem.
• After we check the claim, a free replacement goes out inside your next Deepkold order. Quality claims are settled with a replacement, not a refund.

No change-of-mind returns

We can't accept returns or exchanges for reasons such as a flavor you didn't enjoy, ordering the wrong item or quantity, or no longer wanting the product. This applies whether or not the package has been opened.

Damaged or non-working items

The cases we cover:

• Damaged on arrival: the product or its packaging was clearly broken or crushed when it reached you.
• Not working out of the box: for example, a vape that will not fire, power on, or charge.

Please hold on to the item and its packaging until we have looked at your claim.

The 3-day reporting window

Claims need to reach us within 3 days of the delivery date shown in tracking. Claims sent after that window can't be accepted.

How to make a claim

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 or short video that shows the issue.

Please don't mail anything back. We review the photo or video and reply by email.

How the replacement works

Once the claim is confirmed, we add a free replacement of the affected item to your next Deepkold order. We don't issue refunds for damaged or non-working items; the replacement is how we make it right.

Questions

If you're not sure whether your situation qualifies, email us at support@deepkold.com and we'll take a look.