Last updated September 12, 2024
We are MBA International Ltd. doing business as MBA International (“Q Vapehouse” the “company” “we” “us” or “our”). We are committed to processing your returns and refund as quickly as possible. If you have any questions or concerns, please contact us.
This refund and returns policy describes how we handle your complaint from the moment you inform us that a product is faulty.
Please read this return policy carefully as it will help you understand how long it will take to claim your product.
Table of contents
1. Returns
The Buyer has the right to notify MBA International in writing within 14 days at online@qvapehouse.com to withdraw from the Contract. The 14-day withdrawal period shall begin on the day following the day of receipt/delivery of the goods ordered.
In the withdrawal email, please state unequivocally your decision to withdraw from the contract (with your name and the date the order was placed).
Cancellation of your order must be sent from the email address you used to register on qvapehouse.com or used when you placed your order.
The Buyer shall pay the costs incurred by withdrawing from the Contract. These costs include all postage, packaging, damage to the product and administrative costs.
If the Buyer has already received the goods and withdraws from the contract in its entirety, the Buyer must return the goods received to the Company by written notice without undue delay and in any event within 14 days at the latest. The refund of the payment/refund of the money received will be made by the company no later than 14 days after receipt of the notice of withdrawal.
You must enclose a copy of the original invoice and a completed return form with the goods you wish to return.
When returned, the products must be unused, undamaged, unchanged in quantity and in their original packaging.
The cost of returning the goods is borne by the buyer. We do not accept COD postage for returned products.
Products with printing or with additional customer requests (embroidery, engraving, printing, etc.) cannot be returned or exchanged, as they are goods made according to the customer’s precise instructions and tailored to his/her personal needs.
2. Complaints
MBA International is liable for any claims made in respect of products purchased from qvapehouse.com. The customer shall report the complaint to online@qvapehouse.com. The consumer must describe the defect in detail in the defect notification and give the seller the opportunity to inspect and examine the product and the defect.
A copy of the original invoice must be attached to the description of the defect. Please send the goods with a copy of the invoice and the form to MBA International using the standard form of posting no later than 14 days after the written communication.
Products must be in their original packaging when returned.
MBA International will acknowledge receipt of the complaint and provide a written response to resolve the complaint no later than eight working days after the Buyer’s written communication.
Products are guaranteed for 3 months or 90 days, except in the case of a DOA (Dead on Arrival) product guarantee or in the case of an e-liquid purchase.
3. Non-conformity of goods
MBA International shall be liable for the non-conformity (explained in the last paragraph) of products purchased from the qvapehouse.com online shop. The Buyer shall report the non-conformity to online@qvapehouse.com. In the notification of non-conformity, the consumer must describe the defect in more detail and give the seller the opportunity to inspect and examine the product and the defect.
The Buyer must attach a copy of the original invoice to the description of the non-conformity. Please send the goods with a copy of the invoice and the form to MBA International using the standard form of posting no later than 14 days after the written communication.
MBA International will acknowledge receipt of the complaint and provide a written response to resolve the complaint no later than eight working days after the Buyer’s written communication.
You can notify us of a claim for non-conformity within two months of the date on which the defect was discovered.
MBA International shall not be liable for any discrepancies in the goods which become apparent after two years have elapsed from the date of delivery.
Definition of non-conformity:
- if the item does not have the characteristics necessary for its normal use or circulation;
- if the item does not have the characteristics necessary for the particular use for which the buyer is buying it, which were known or should have been known to the seller;
- if the object lacks the qualities and characteristics that were expressly or tacitly agreed or prescribed;
- if the seller has handed over an item that does not match the sample or model, unless the sample or model was shown for information only.
4. Contact us
If you would like to receive further information about refund and returns on our website, please contact us by email at online@qvapehouse.com or by post at:
MBA International Ltd.
Kosta Lulchev Str. 10
1113 Sofia
Bulgaria
