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Return Policy

1. Our Philosophy

We always want you to feel great about your shopping experience, by providing high quality products and perfect services to you. However, if you receive our goods defective, we have return policy to protect your rights. We handle returns on a case-by-case scenario with the objective of making our customers satisfied with their purchase from us.

2. Return Service

  • In many cases, you have 7 days after receiving your order to contact our Customer Service and request a return or exchange. Please contact our customer service at first by email to service@aulola.com if you would like to initiate a return. We recommend you contact us before returning to see if we can solve your issue and save you the trouble of returning your item. Please do not return without our directions.
  • If there is an issue with your order, please provide as many details as possible, including ORDER #, Full Name, Address, Phone Number, and REASON for the return. If the return is approved you will get further directions on shipping the package back to us. Any refund or replacement will be issued once the return has been received and processed, within 2-3 weeks.
  • We do not guarantee compatibility between items. If you have any questions about compatibility, please do your research or send us a question before placing your order. We will not accept returns due to incompatibility. Furthermore, if the product has been damaged in any way by the customer we reserve the right to refuse a refund or return.
  • We are not responsible for manufacturer’s product defects or warranties. Some manufacturers do require the warranty card that is included in the package in order to process the warranty service. Please do not dispose of the packaging contents immediately.
  • Please note that we will not accept returns on the following items, opened or used, and therefore NON-RETURNABLE: e-liquids, open cartridges, replacement coils, drip tips, replacement glasses, atomizers / tanks, and rechargeable batteries.

3. Return Shipping Cost

  • In regards to the cost of shipment for returns, customers are responsible for the costs to ship the items back to us. Once we receive the items and approve the return, we will bear the shipping costs for the replacement items or issue the payments of the product if it is for a refund. Shipping charges are NON-REFUNDABLE. If you initiate a refund and return the original items with freight collect, the cost of return shipping will be deducted from your refund.

4. Refund Process

  • Refund will be issued back to the original payment in 50 days. Any questions please contact us via email service@aulola.com.
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