Refund policy

Right of Withdrawal and Complaints at RandM Smoke

Right of Withdrawal for Customers within the European Union

Customers within the European Union generally have the right to withdraw from their order within 14 days after receiving the goods without giving any reason.

Important:
A return can only be accepted if the product is unopened, unused and in its original sealed condition. Our RandM Vapes are individually packaged and protected with hygiene seals, mouthpiece protection and sealed protective packaging.

For health and hygiene reasons, opened or unsealed products cannot be returned. If the hygiene seal, mouthpiece protection or protective packaging has been removed, damaged or opened, the right of withdrawal may be excluded.

Complaints about Defective RandM Vapes

RandM Vapes are consumable hygiene products. For this reason, complaints can only be accepted under clearly defined conditions.

Conditions for a Complaint

A complaint must be submitted within 24 hours after delivery.

The following proof is required:
- A video of the unpacking process showing the intact hygiene seal
- A video of the first draw attempt where the defect is clearly visible
- A photo of the device and the packaging
- A clear and understandable description of the defect

Because RandM Vapes are consumable products, complaints submitted at a later point are often difficult to verify objectively, especially if the product has already been used.

What Counts as a Defect?

A defect may include:
- A technical fault despite an intact hygiene seal
- No draw or no vapor production during the first use attempt
- Display issues directly after unpacking
- A clearly documented malfunction before normal use

Complaints cannot be accepted if the product has already been visibly used or if the defect cannot be clearly verified.

How We Handle Approved Complaints

Every complaint is reviewed carefully. If the complaint is approved, RandM Smoke will offer a suitable solution, such as a replacement, store credit or a voucher for a future order.

We reserve the right to review repeated or unusual complaint patterns internally.

Thank you for your understanding.
Our goal is to handle every case fairly, transparently and as quickly as possible.