Return & Refund Policy

Last updated: July 29, 2026

1. ABOUT THIS POLICY

This Return and Refund Policy applies to eligible purchases made through https://exdivo.com/ (the “Website”).

The Website is operated by Exdivo Trading Limited, trading as ExDivo (“ExDivo,” “we,” “us,” or “our”), a company incorporated in the British Virgin Islands.

This Policy should be read together with our Terms of Service, Shipping Policy, Payment Policy, and Privacy Policy.

Nothing in this Policy limits any mandatory consumer rights that apply to you under applicable law.

2. ORDER CANCELLATIONS

You may request cancellation of an order before it has been processed for fulfillment or dispatched.

To request cancellation, contact us as soon as possible at info@exdivo.com and include your order number and the email address used to place the order.

A cancellation request is not guaranteed until we confirm it in writing. We may be unable to cancel an order that has already entered fulfillment, been packed, or been dispatched.

If we approve cancellation before dispatch, we will issue a full refund to the original payment method.

If the order has already been dispatched, it cannot normally be cancelled in transit. After delivery, you may request a return if the product meets the eligibility requirements in this Policy.

3. 14-DAY RETURN REQUEST PERIOD

You may request a return of an eligible product within 14 days after the date on which the order is delivered to you.

To qualify for a change-of-mind return, the product must:

(a) be unused, unopened, unactivated, and in the same condition in which it was received;
(b) have all original seals intact;
(c) be in its original packaging with all included parts, accessories, labels, manuals, and promotional items;
(d) be accompanied by valid proof of purchase from exdivo.com; and
(e) meet all other eligibility requirements in this Policy.

Submitting a return request does not automatically mean that the return has been approved.

4. PRODUCTS THAT CANNOT NORMALLY BE RETURNED

For health, hygiene, safety, and product-integrity reasons, the following products cannot normally be returned after they have been opened, unsealed, activated, filled, used, or otherwise handled beyond what is reasonably necessary to inspect them:

(a) disposable vape products;
(b) e-liquids;
(c) prefilled pods and cartridges;
(d) coils, atomizers, and replacement heating components;
(e) mouthpieces and other products that come into contact with the mouth;
(f) consumable products;
(g) products supplied in sealed packaging where the seal has been broken and the product is not suitable for return for health or hygiene reasons; and
(h) any other product identified as non-returnable on the relevant product page before purchase.

The following are also not eligible for return unless required by applicable law:

(a) gift cards or digital products;
(b) clearance or final-sale items where clearly identified before purchase;
(c) products not purchased from exdivo.com;
(d) products damaged by misuse, neglect, impact, liquid exposure, incorrect charging, unauthorized repair, alteration, or failure to follow product instructions;
(e) products missing original parts, packaging, accessories, or identification; and
(f) products returned without prior authorization.

These exclusions do not apply where a product is defective, damaged in transit, incorrectly supplied, counterfeit, or otherwise required to be accepted under applicable law.

5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

Please inspect your order promptly after delivery.

Contact info@exdivo.com as soon as reasonably possible if:

(a) the product arrived damaged;
(b) the product appears defective;
(c) you received the wrong product, model, quantity, or flavor;
(d) part of the order is missing; or
(e) the parcel shows signs of serious transit damage or tampering.

For visible shipping damage or an incorrect order, please contact us preferably within 48 hours after delivery. A delay in contacting us will not remove any mandatory rights that cannot lawfully be excluded.

We may ask you to provide:

(a) your order number;
(b) photographs or video of the product and packaging;
(c) the shipping label;
(d) the batch, serial, or authenticity code, if applicable;
(e) a description of the problem; and
(f) reasonable troubleshooting information.

Do not dispose of the product or packaging until we have reviewed the request and provided instructions.

If we confirm that the product is defective, damaged in transit, incorrectly supplied, or missing due to our error, we may provide an appropriate remedy, such as replacement, reshipment, repair, partial refund, or full refund, depending on the circumstances and applicable law.

6. HOW TO REQUEST A RETURN

Before sending any product back, email info@exdivo.com with the subject line “Return Request” and include:

(a) your full name;
(b) order number;
(c) the email address used for the order;
(d) the product you wish to return;
(e) the reason for the return;
(f) photographs or video where relevant; and
(g) your preferred resolution.

If the return is approved, we will provide return instructions and the applicable return address.

Do not send a product to:

(a) the product manufacturer;
(b) an address printed on the original shipping label;
(c) a supplier;
(d) the Chicago fulfillment facility; or
(e) any other warehouse,

unless ExDivo customer service has specifically authorized that address in writing for your return.

The Chicago fulfillment facility is not a public customer-service location or a general return address.

Unauthorized returns may be refused, delayed, lost, or returned to the sender.

7. RETURN SHIPPING COSTS

For an approved change-of-mind return, you are normally responsible for the return shipping cost, unless applicable law requires otherwise.

If the return is caused by an error for which ExDivo is responsible, such as an incorrect product, confirmed defect, or product damaged in transit, we will provide a prepaid return method or reimburse reasonable documented return shipping costs, depending on your location and the circumstances.

We do not charge a restocking fee for an approved return.

Original shipping charges are normally non-refundable for change-of-mind returns. They will be refunded where required by applicable law or where the return results from an error for which ExDivo is responsible.

Customs duties, import taxes, brokerage charges, and fees paid directly to a carrier or government authority are generally not refundable by ExDivo. You may need to request reimbursement from the relevant authority.

We recommend using a trackable shipping service and keeping proof of shipment. ExDivo is not responsible for an unauthorized return or a return parcel lost before it reaches the authorized return location, except where applicable law provides otherwise.

8. RETURN INSPECTION

After an authorized return is received, we will inspect the product and notify you whether the return and refund have been approved.

We may reject or reduce a refund, where permitted by law, if:

(a) the product is used, opened, activated, damaged, incomplete, or materially different from the condition in which it was delivered;
(b) seals have been broken on a non-returnable hygiene or consumable product;
(c) accessories, gifts, manuals, packaging, or parts are missing;
(d) the product shows signs of misuse or unauthorized modification;
(e) the returned item does not match the approved return request; or
(f) the return was sent without authorization or outside the applicable return period.

If a return is rejected, we will explain the reason. Where practical, you may be responsible for the cost of sending the rejected product back to you.

9. REFUNDS

Approved refunds will be issued to the original payment method used for the purchase, unless another method is required by law or agreed with you.

We aim to initiate an approved refund within 5 business days after:

(a) receiving and inspecting the returned product; or
(b) confirming that no return is required.

After we initiate a refund, your bank, card issuer, payment processor, or other financial institution may require additional time to post the funds to your account. This processing period is outside our direct control and may take approximately 5 to 10 business days, depending on the provider.

A refund confirmation does not mean that the funds will appear immediately.

Where an order is cancelled because we cannot supply or dispatch it, the applicable refund will be returned to the original payment method. Store credit will not replace a monetary refund where applicable law requires a monetary refund.

10. PARTIAL REFUNDS

Where permitted by applicable law, a partial refund may be issued if:

(a) only part of an order is returned;
(b) an item is returned with diminished value caused by handling beyond what was reasonably necessary to inspect it;
(c) included accessories, parts, packaging, or promotional items are missing;
(d) a discount was conditional on purchasing multiple products and the return changes eligibility for that discount; or
(e) another reasonable deduction is permitted by applicable law.

We will explain any deduction when notifying you of the refund decision.

11. EXCHANGES AND REPLACEMENTS

Exchanges and replacements are subject to product availability.

For an approved defective, damaged, missing, or incorrect item claim, we may offer a replacement or reshipment where appropriate.

For a change-of-mind request, we may ask you to return the eligible product for a refund and place a new order for the preferred product.

12. REFUSED, UNDELIVERABLE, OR UNCLAIMED ORDERS

If an order is returned because:

(a) the delivery address was incorrect or incomplete;
(b) delivery was refused;
(c) the parcel was not collected;
(d) the recipient could not complete required age or identity verification;
(e) customs, import, or destination requirements were not completed; or
(f) delivery failed for a reason attributable to the customer,

we may deduct reasonable shipping, return, handling, customs, or carrier costs from the refund where permitted by applicable law.

Products that cannot safely or legally be resold may not qualify for a full refund.

This section does not apply where the delivery failure was caused by our error or the carrier’s confirmed error.

13. LATE OR MISSING REFUNDS

If we have confirmed that a refund was issued but you have not received it:

(a) check the original payment account again;
(b) contact your card issuer or payment provider;
(c) contact your bank, as posting delays may occur; and
(d) then contact us at info@exdivo.com with your order number and refund confirmation.

We will review the transaction and provide available refund reference information.

14. CHARGEBACKS AND PAYMENT DISPUTES

Please contact us first so that we have an opportunity to investigate and resolve the issue.

Submitting a chargeback does not automatically create a right to retain both the product and the refunded payment.

We may provide order, delivery, communication, age-verification, and transaction records to the relevant payment provider when responding to a payment dispute, as described in our Privacy Policy.

Nothing in this section prevents you from exercising any lawful payment-dispute rights.

15. POLICY CHANGES

We may update this Policy to reflect changes in our products, Services, processes, or legal obligations.

The revised Policy will be published on this page with an updated “Last updated” date.

The version in effect when you place an order will generally apply to that order, unless applicable law requires otherwise.

16. CONTACT US

Brand:
ExDivo

Website operator:
Exdivo Trading Limited

Jurisdiction of incorporation:
British Virgin Islands

Official primary website:
https://exdivo.com/

Customer service email:
info@exdivo.com

Return requests must be authorized before shipment. Do not send returns to any manufacturer, supplier, shipping-label address, or fulfillment warehouse unless our customer-service team has provided written return instructions.

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