A product is authentic when it is the exact item its packaging says it is. This page shows how to check your parcel and what to do if something looks wrong, and it states what we promise and what we cannot verify.

What we promise

  • If the unit in your parcel is not the product you ordered, we review your report.
  • Once the mismatch is confirmed, we offer a replacement or a refund.

Check the Parcel in Five Steps

  1. Look at the outer box. It should be intact, with no sign of having been opened and resealed.
  2. Match the product name, model and puff rating with your order.
  3. Match the flavor and nicotine strength on the label with what you picked.
  4. Read the print. Text should be sharp and colors even, with the brand name spelled correctly.
  5. Check that the inner seal and packaging are undamaged.

Why a Label Can Differ From a Product Page

One model name can cover more than one build. Seller pages for the same model often show different tank sizes, battery sizes or nicotine strengths. Our product pages note a split like that, give the majority figure and leave the printed pack as the reference.

Signs That Deserve a Second Look

  • A misspelled brand or model name.
  • A flavor name that differs from your order.
  • Smudged, blurred or crooked label printing.
  • Loose, cracked or missing parts.
  • A broken or missing seal.
  • Liquid on the outside of the unit.
  • Specs that match nothing on the product page, with no explanation.

If Your Pack Looks Wrong

  1. Set the product aside and keep everything it came in.
  2. Photograph the box front, the box back, the label and the seal.
  3. Send the photos and your order number through the Contact Us page or the WhatsApp button on the site.
  4. We review the report and reply with the next steps.

What We Cannot Verify From Here

Makers set their own packaging, and we cannot inspect every unit for you before it is delivered. Your check on arrival is part of the process, which is why we ask you to keep the box and label until a report is settled.

Related Pages

Delivery terms are on Shipping Policy, and refund terms are on Refund and Returns Policy. General answers are in the FAQ.