Shipping & Return

Last Updated: September 19, 2026

At High Rock Vapes Wholesale, we are committed to providing our B2B partners and retail clients with premium products and exceptional service. We understand that occasionally issues may arise, or you may need to return an item. Please review our comprehensive returns and refund policy below to ensure a smooth and efficient process.

1. Faulty, Damaged, or Incorrect Items

We take great care in packing and dispatching your wholesale orders, but we recognize that transit damage or picking errors can occasionally occur.

If your order arrives damaged, contains faulty goods, or includes incorrect items, please contact us as soon as possible upon delivery. To help us resolve the issue swiftly, please provide:

Your full order number.
A clear description of the fault or damage.
Clear photographic or video evidence of the item(s) and the outer packaging.

Once the issue is verified and confirmed as a fault or an error on our end, we will take full responsibility. High Rock Vapes Wholesale will cover all associated return shipping costs and arrange for an immediate replacement, credit note, or full refund depending on your preference and our stock availability.

2. Unwanted Items & Change of Mind

We offer a 14-day return window for unwanted items or change-of-mind purchases. If you decide you no longer need an item, you may return it to us within 14 days of the delivery date, subject to strict conditions.

Strict Condition Requirement: As a dedicated wholesaler, all returned items must be completely unopened, unused, and in their original, undamaged factory packaging (including all seals and shrink-wrap). We strictly cannot accept voluntary returns of items that have been opened, tested, or made unsuitable for resale.

If your return meets these strict resale requirements, we will process your refund straight away upon inspection.

Please note: For all change-of-mind or unwanted item returns, the customer is strictly responsible for covering the return shipping and delivery charges. We strongly recommend using a tracked shipping service, as we cannot be held responsible for return parcels lost in transit.

3. How to Initiate a Return

To ensure your return is processed efficiently, please follow these steps:

Contact Us: Email or WhatsApp our support team with your order number and the reason for the return.
Approval: Wait for our team to approve the return and provide you with the correct return shipping address.
Secure Packaging: Package the items securely to prevent any damage during the return transit.
Dispatch: Ship the items back to us and retain your proof of postage/tracking number.

4. Refund Processing & Payment Methods

Once your returned items have been received at our warehouse, our team will thoroughly inspect them to ensure they meet the conditions outlined above.

If the return is approved, your refund will be processed immediately.

Important Payment Policy: Refunds will only be processed back to the original payment method and the exact card used to make the initial purchase. For security and anti-fraud compliance, we cannot and will not issue refunds to a different bank account, a different card, or via alternative payment methods under any circumstances.

Once we have released the funds, please be aware that refund processing times vary depending on your bank or payment provider. It typically takes between 3 to 5 working days for the funds to clear and appear in your account.