Refund Policy

Our Philosophy

We approach returns and exchanges on an individual basis to ensure customer satisfaction. We ask that customers fully test the product and follow troubleshooting tips before initiating a return or exchange.

Standard Returns

You can return new, unopened items purchased on our website for a refund or store credit within 30 days of delivery. Items that do not comply with our return policy will be sent back to the original shipping address.

For health and safety reasons, the following items are non-returnable if opened or used:

- Atomizer
- Replacement Pods (if the tamper seal is broken)

Products with special seals, such as tamper-proof stickers, cannot be returned once the seal is broken.

Warranty Service

Hardware devices purchased from our website come with a 1 year Limited Warranty from the delivery date. Contacting our department does not extend the warranty period. 

*Products not covered under our 1 Year Warranty:*

- Replacement Pods

To be eligible for warranty service, initiate the return process by contacting us at Info@Pavalabs.com or using the Contact Form within 1 year of delivery. The defective item must be shipped back to us before a refund or store credit is issued.

The 1 year Limited Warranty does not cover damage from accidents, abuse, disassembly, modifications, or user error. Consequential and incidental damages are also not covered.

Delivery Issue Policy

Report claims for damaged, missing, or incorrect items within 48 hours of delivery. Inspect items carefully upon receipt. You may need to return incorrect items to us and/or submit an Affidavit Form to proceed.

Claims for broken or damaged products reported after 48 hours of delivery will not be covered.

Note: A photo of the received item(s) along with the invoice is required to assist with your claim.

Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and are not covered by warranty.

Additional Information

We do not guarantee compatibility between items. If you have questions about compatibility, research or contact us before placing your order. We will not accept returns due to incompatibility.

To request a refund, replacement, or exchange, contact our returns department at info@pavalabs.com. Provide your FULL NAME, ORDER NUMBER, PHONE NUMBER, and REASONS for the return. You may be asked to provide pictures or video proof of the issue. If the return is approved, you will receive further instructions.

Do not ship items back in regular envelopes or paper materials as this can cause items to be lost or damaged during transit. Use padded envelopes or boxes. Poor packaging may result in refusal of your return. Do not ship the return package to the address on the parcel as it may be a carrier’s transit warehouse, different from our facility.

Note: Products such as atomizers, RDAs, RTAs, RDTAs, pod systems, and starter kits purchased on our website are intended only for use with e-liquids. Using cannabis oil, cannabis-based substances, CBD oil, or similar liquids will void the warranty and the product will not be accepted for return.

This warranty gives you specific legal rights, and you may also have other rights which vary by state.

Return Shipping Costs

Customers are responsible for shipping costs for standard returns (e.g., Wrong Item Ordered / No Longer Needed). We do not offer replacements; defective items will result in store credit. Adult Signature Service, Route fees, and shipping charges are non-refundable.

Refund Process

Refunds may be issued back to the original payment method (credit card, debit card, etc.) or as store credit. We are not responsible for refunds to prepaid cards or cancelled credit cards if the cardholder no longer has possession of the card.