Moran Vapes Return & Refund Policy

Return Policy

Last updated: 1st September, 2026

1. Eligibility for Return

You can return a product if:
  • The wrong product was delivered, or
  • The product is faulty.
You must report the issue within 48 hours of delivery. We may not accept a report made after this window.

2. Condition of Returned Products

  • The product must be in its original packaging.
  • Exception: if a device is faulty in a way that can only be discovered before use, we will still consider the return even without full packaging.
  • For health and safety reasons, we cannot accept a return once a product has been used or its original seal has been opened, even if the wrong product was delivered.

3. Change-of-Mind Returns

We accept change-of-mind returns under these conditions:
  • You contact us within 24 hours of delivery.
  • The product is unopened and unused, in its original packaging.
  • You cover the full delivery cost for the return, even though the original delivery may have been free or discounted.

4. Non-Returnable Items

We do not accept returns for:
  • Opened or used e-liquids
  • Disposable vapes that have been used, unless faulty
  • Products damaged due to misuse

5. Product Use Disclaimer

Some issues do not qualify for a return, including:
  • Incorrect usage of the device
  • Coil burnout or normal wear and tear

6. Replacements and Refunds

  • We offer a replacement first for defective products or wrong items delivered.
  • If a replacement is not possible, we issue a refund instead.

7. Who Pays for Return Shipping

  • If the return is due to our error, wrong product or defective product, we cover the full shipping cost.
  • If the return is for any other reason, including change-of-mind, you cover the shipping cost. This is the full amount our rider or courier charges, not any discounted delivery fee you may have paid at checkout.

8. How Returns Are Collected

Depending on your case, a return may be collected in one of these ways:
  • Our rider picks up the product from you within Nairobi, and an exchange is done immediately. Delivery fee applies as mentioned earlier.
  • You bring the product back to us in Nairobi.
  • You arrange your own courier, including for deliveries outside Nairobi.
We will confirm which method applies to your return when you contact us.

9. Refund Method and Timeframe

  • Refunds are issued through Mpesa or the same method you used to pay.
  • We approve refunds within 24 to 48 hours of receiving and confirming the returned product.

10. How to Start a Return

Contact us within the applicable time window through:
Include your order details and a description or photo of the issue.

11. Changes to This Policy

We may update this Return Policy from time to time without notice. Changes take effect once posted on this page.