Refund policy

If you are not satisfied with the product, please return to us in perfect condition in the original wrapping and we will refund to you the purchase price. We will gladly exchange or refund the unused product in its original condition, within 14 days of the delivery date, accompanied by the original receipt. You will be responsible for all courier charges.  Please email our customer support for return and refund inquiry by email: contact@cigexpress.co.nz

SECTION 1 - RETURN CRITERION

• The product must be in original unused condition, such as original complete packaging, and attached the invoice that we sent to you. 
• Please indicate the reason for the return, exchange or refund the product. Contact us to arrange the courier to pick the product up and sent it back to us. 
• If you send the product back by yourself, you are responsible for the product until it arrives at our stores and you need to pay the courier charges.
• Due to the nature of E-juice and tobacco products, we are unable to provide any returns or refunds on products that have been opened or the tamper seal removed. Unless the products are damaged when arrived. Also, we suggest you check the parcel when arrived and open in front of courier driver presents to prove they are damaged. 

SECTION 2 - Packing errors 

Packing errors are extremely rare, but in the event that we send you the incorrect product, we will ask that you first ship the product back to us before we ship the correct product. We will reimburse the shipping costs, so please keep your receipt from the shipping company.

SECTION 3 - RETURN INSTRUCTION 

You can return the product to CIGEXPRESS online store providing all the terms and conditions of our returns policy have been met.

Step 1 ：Please contact us for return information.

Step 2 ：We will inspect the products after arrived. Or we will send the product back to the factory to identify the issue. We do not take responsibility for items lost in transit while being returned. We recommend you use a postage service that provides tracking and delivery to the door. 

Step 3: We will process your exchange or refund once we ( or the factory/provider )  confirmed it is a manufactory faulty. ( This process could takes 1-8 weeks, if the factory/lab is in oversea)

Please do not hesitate to contact our costumer support team, we are available on Monday to Friday, 9am to 5pm.