Returns & REFUNDS
Crystal Fuel aims to provide premium-quality products and professional customer support for all retail and wholesale customers.
Returns
Due to the nature of nicotine-containing products, opened or used items cannot be returned unless:
- the product is faulty
- the product was damaged during transport
- the incorrect item was supplied
Damaged or Incorrect Orders
If your order arrives damaged or incorrect, please contact our support team within 48 hours of delivery. Please include order details, photos of the issue, and product information.
Refund Eligibility
Refunds may be approved for damaged products, verified faulty items, undelivered orders, and incorrect shipments. Refund eligibility is assessed individually depending on the situation.
Non-Returnable Products
The following products are generally non-returnable:
- opened products
- used products
- products damaged after delivery
- products returned without approval
Wholesale Returns
Wholesale return requests are reviewed individually depending on order quantity, logistics conditions, product condition, and agreement terms.
Contact Support
For return or refund enquiries, please contact our support team before returning any products.