Refund and Returns Policy

1. Overview

At Tugboat Shop, customer satisfaction is our priority. We strive to provide high-quality authentic products with transparent and fair after-sales terms. This Return & Refund Policy outlines your rights and our procedures for handling returns, refunds, and exchanges.

Please read this policy carefully before making a purchase. All returns and refunds are subject to the conditions described below.

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2. Eligibility for Returns

You may request a return only if the product is defective, damaged, or incorrect, subject to the following conditions:

• The return request must be made within 7 days of the delivery date.

• The item must be unused, unopened, and in its original packaging.

• A proof of purchase (order number/receipt) is required.

For hygiene and safety reasons, the following items are not eligible for return or refund under any circumstances:

• Disposable vapes (once opened or used)

• E-liquids, pods, cartridges, coils, and other consumables

• Products showing signs of use, tampering, damage due to misuse, or altered packaging.

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3. Defective, Wrong, or Damaged Items

If you receive a product that is defective, damaged in transit, or not what you ordered:

1. Notify us within 48 hours of delivery.

2. Provide your order number, contact details, and clear photos/video of the issue.

3. Our team will verify your claim and instruct you on the next steps.

Upon approval, we will offer you one of the following options:

• Replacement of the same item, if in stock.

• Refund of the product value.

Return shipping costs for defective or incorrect products will be reimbursed or credited at our discretion.

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4. Refund Process

Once a returned item is received and inspected:

• Approved refunds will be processed to the original payment method within 5–10 business days.

• Original shipping charges and any payment processing fees are non-refundable unless the return is due to our error.

• Refund amounts may be adjusted to exclude any non-refundable fees.

You will receive confirmation by email or WhatsApp once the refund has been initiated.

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5. Exchanges

Exchanges are permitted for eligible items (unused, unopened, and defective/incorrect) subject to stock availability. If the replacement item has a higher price, you will be required to pay the difference. If the replacement is of lower value, the difference will be refunded.

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6. How to Initiate a Return

To start a return:

1. Contact our Customer Support team via email or WhatsApp.

2. Provide your order number, name, reason for return, and supporting photos if applicable.

3. Follow the return instructions provided by our support team.

Important: Do not send returns without prior authorization; unauthorized returns may be rejected.

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7. Warranty Terms

For certain non-consumable products (e.g., rechargeable devices), a limited manufacturer warranty may apply, covering manufacturing defects within a defined period from the purchase/delivery date. Warranty does not cover:

• Damage due to misuse, normal wear and tear, accidental damage, or unauthorized repairs.

• Consumable items such as e-liquids and disposable products.

Please contact support with your order details to confirm warranty eligibility.

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8. Policy Updates

We may revise this Return & Refund Policy from time to time. The latest version is always available on our website. Continued use of the site after any changes indicates acceptance of the updated terms.