Customer service is a top priority at TheVape69.

1. You may return defective item(s) within 30 days of received by date as indicated by your tracking information. Our policy covers any manufacturer defective item(s), dead on arrival item(s) and item(s) that do not appear as listed on the website. item(s) damaged by miss-use or improper care are not covered by our policy. If you received item(s) that you do not know how to use, please feel free to contact us for proper care instructions and more in depth information on your item(s). We are gladly to assist.

2. For sanitary reasons, and the overall safety of our customers and staff, we DO NOT accept returns of: atomizers, clearomizers, cartomizers, bottled liquid, drip tips, batteries, wick and wire.

3. Returns must include all item(s) that come with your item(s), this goes for starter kits and item(s) that come as sets. If still available please include the packaging that your item(s) came in. Securely pack item(s) that is need to be return in a box or parcel of your choice (you may also use the original package if possible). Please include your name, contact information and order number. We recommend using a carrier service that provides tracking that we can track back the return item(s).

4.Please note that return shipping is not pre-paid, therefore, you will be responsible for the return shipping cost. In addition, return shipping is non-refundable; unless you received wrong item(s). Should you receive the wrong item(s) or an item(s) is Defect on Arrival (DOA), a return label will be provided. Please return the merchandise within 30 days from the shipped date to our returns address after you have contacting us.

5. Upon receiving of your return, our Returns Department will inspect and test your merchandise first. If found defective, we will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the item(s) is available. If the item(s) is not available, you will receive a refund to the original form of payment used to make your online purchase or you may change to other item(s) equal to the price you bought. If during testing of your merchandise, it is determined that it is still fully functional, we reserve the right to return the item(s) back as it was or issue a store credit.

6. In regards to any arrival country that banned e-cig product, it will always subject to buyers risk. Once parcel has left Malaysia, we are no longer responsible or able to tolerate with any charge back cases. There is no refund due to issue such as confiscated by authority and rejected by the government of an importer’s country. There will be additional charges in order to reship back the orders due to rejected by customs.

7. All returns are subject to case by case exceptions. If have any questions or doubt, please contact us if you are having a problem with your item(s) and we will do our best to help you. Please contact us of your returns to the following address:

[email protected]



1)  Device can’t switch On / Off.
2)  USB port defect.
3)  Chipset problem.
4)  Internal battery drained faster.


1)  Device fall off.
2)  Overcharge for internal battery device.
3)  Damage from leaking.
4)  Fell into the water ( by mistake or not ).
5)  Item(s) that already being used.
6)  Negligence from customers.


1)  Keep away from using cigarette lighter socket in a car because the voltage output much higher, to avoid overcharge.
2)  Do not charging and sleep, please remove the cartridge from your device.
3)  Always check / see inside the device (connector), wipe off if there any steam inside (connector) to prevent liquid.
4)  Goes directly into electronic systems of the device.5)  If your device have any issue above, warranty will be invalid.



1)  Throat hit or taste differs from usual, return period within a week from date of purchase SE.
2)  Already exceed expired date or becomes dark.


1)  Already used or tear-off the seal.
2)  Bottle breaks by customer accidently.
3)  The condition differs at the purchasing time.
4)  Anything its depends on the situation it self.


1)  All E-Juice in TheVape69 being stored at temperature 25C continually 24/7.IMPORTANT NOTICE
2)  Claim must be as soon as possible / within a week and at the discretion of the managements TheVape69 Malaysia.
3)  For any claim, receipt / invoice must be included.
4)  For expired flavor / becomes dark / differ taste, our management will test before make any decision.


1)  Call customer service careline 03-2771 2778, or direct message (DM) NCIG Social Media Platform.
2)  Also can go to nearest store or HUB for NCIG.



1)  Battery drained faster then it should be within a week.
2)  The external charger didn’t detect the battery.


1)  Condition slightly different from usual state.
2)  The battery bloated / dent.+ ADDITIONAL INFO1)  Our warranty department will check before make any decision.2)  Warranty proceedings prosses up to 2 weeks to a month (depending on the replacement parts from the manufacturer).
3)  Spare parts ( reserve, replacement parts).


1) There is no warranty provided for the clearance item(s) as the item(s) is already low price and low on quantity.
2) However the customer will be given 2 days maximum to test the functionality of the item(s) upon receiving.
3) If the item(s) is malfunction, the customer is allowed to change to a new item(s) of the same product (based on availability) or item(s) that has the same price.
4) No refund will be given for the malfunctioning item(s).

Clearance Item(s) Info

– product might be seal or already unseal
– product box may got dent/tear/defect.
– no warranty provided
**Terms and conditions apply

*updated on 29/01/2024