Refund policy

Product Replacement / Complaints / Returns

The Customer has the right to return goods in the following cases:

• delivery of goods that were not ordered
• delivery of goods with defects or damage not caused during transport
• other cases in accordance with applicable legal regulations

Replacement of a Complained Product

The Customer may submit a complaint regarding a purchased product within the deadlines specified in the Warranty Terms, starting from the day the product is received at the delivery address. The webshop mysteria-e-cigarete.com undertakes to replace the complained product with the same product or a product of similar characteristics within the same price and quality range within a reasonable time after receiving the request.
If fulfilling this obligation is not possible, the Seller will refund the Customer the value of the complained product.

The Customer is obliged to return the complained product in undamaged original packaging, with all included parts (charger, instructions, batteries, etc.). Products with visible damage, products that the Customer has attempted to repair or modify, products damaged due to improper connection or inappropriate use, electrical surges, or products without original packaging cannot be replaced.

Before sending a product for complaint, the Customer must first contact the Seller by phone, post, or email in order to initiate the complaint process. After the return is approved, the Customer will receive a complaint form by email, which must be completed and enclosed with the returned product.

For products found to have been sent in proper working order and for which there is no valid basis for a complaint, shipping costs will be charged to the Customer.
All costs of shipping products for complaint or return are borne entirely by the Customer. Packages sent at the Seller’s expense will not be accepted.