Returns & Exchange Policy

Last updated: May 27, 2026

Refund & Return Policy

At White Horse Vapor, we strive to provide a smooth and reliable shopping experience. Please review the policy below regarding order returns, exchanges, and refunds.

Online Orders

We ask that all orders be inspected immediately upon delivery.

Due to the nature of vape products and industry regulations, returns and exchanges are only accepted for items confirmed to be defective or incorrect. Requests must be submitted within 10 days of confirmed delivery by contacting our Customer Service Team at help@vapewh.com.

Eligible Return Situations

• Defective or malfunctioning products
• Incorrect items received
• Damaged items received during shipment

To begin a return request, please contact our support team at help@vapewh.com with:

• Your order number
• A description of the issue
• Photos and/or video showing the defect

Failure to provide requested photos or videos may delay or prevent claim approval.

Many product issues can be resolved through troubleshooting. Before approving a warranty exchange or replacement, our team may request:

• Photos or videos of the defective product
• Charging verification
• Completion of troubleshooting steps

Opened Products

Opened products may qualify for:

• Store credit
• Replacement or exchange of equal value

Refund eligibility is determined on a case-by-case basis.

Non-Returnable Items

The following items are generally not eligible for return or exchange unless confirmed defective:

• E-liquids
• Pods and coils
• Disposable devices
• Clearance or promotional items
• Consumable products
• Items with cosmetic damage caused after purchase

Lost, Stolen, or Undeliverable Packages

White Horse Vapor is not responsible for packages once marked as delivered by the shipping carrier. However, we understand that delivery issues may occasionally occur and will work with customers on a case-by-case basis.

Marked Delivered but Not Received

If your package shows as delivered but has not been received, please follow the steps in this link  https://help.vapewh.com/en-US/my-package-says-delivered-but-i-never-got-it-232617 . If you’re still unable to locate your order email our Customer Service Team at help@vapewh.com as soon as possible. After review, eligible orders may qualify for a one-time courtesy replacement or store credit.

Customers who have previously received compensation for a lost package claim may not qualify for additional refunds or replacements.

Lost in Transit

If a package shows movement in transit but has not updated for 10 or more business days, our team will review the order for refund or replacement eligibility.

Delayed or Non-Moving Shipments

If a tracking number has been created but the shipment has not yet moved through the carrier network, additional processing or carrier delays may be occurring. In these situations, we ask customers to allow up to 3 business days for tracking updates before a claim review can be initiated.

Returned or Undeliverable Packages

Orders returned due to:

• Incorrect or incomplete shipping information
• Failure to sign for the package
• Carrier delivery issues

Are processed once returned to the warehouse.

Returned packages may be subject to a $14.95 restocking fee.

Adult Signature Requirement

All shipments require an adult signature upon delivery in compliance with federal and state regulations. If a package is returned because no adult was available to sign, a $14.95 restocking fee may apply.

Additional Policy Information

White Horse Vapor reserves the right to:

• Deny return or exchange requests that do not meet policy requirements
• Limit excessive return or exchange activity
• Update this policy at any time without prior notice

For assistance, please contact our customer support team at help@vapewh.com