Return and Refund Policy

Marsilen is committed to ensuring customer satisfaction by providing high-quality products and responsive customer service. We understand that unexpected situations can occasionally occur, and we are happy to assist you in resolving them.

Return ProcessIf you need to return an item for a refund, please first send an email to xxx to inform us of the specific situation. Please indicate your order number and the reason for the return (if it's a quality issue, please attach photos or videos). We will respond and process your request within 1 working days after receiving the email. Returns sent back without prior application will not be accepted. After we receive and inspect the returned item, we will process the refund to your original payment method within 7-14 working days.

Return Scope: Refund requests can be made within seven days of receiving the goods. Refunds are accepted only for products that are unopened, unused, and without defects or damage. If you wish to cancel your order before it has been shipped, please contact us as soon as possible. To ensure efficient delivery, our warehouse usually processes orders promptly after confirmation. If your order has already been dispatched or shipped by the time you contact us, we will be unable to cancel it. In that case, please follow the return process outlined above.

Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you received the wrong item, please contact us immediately so that we can evaluate the issue and make it right.

Non-Returnable Items: Any products that have been opened, used, or have damaged packaging are not eligible for return. Return requests submitted after the deadline (more than 7 days after receipt) will not be accepted. For hygiene reasons, e-liquids, disposable e-cigarettes, and cartomizers/atomizers are not covered by this return policy.

Damage caused by human factors: Failures resulting from dropping the product, liquid ingress, improper use, or unauthorized disassembly.

No Defect Found: If, after testing, the returned product does not exhibit the fault you described, we will return the item to you, and you will be responsible for the associated shipping costs.

Return Shipping Costs: For returns due to quality issues, the return shipping cost will be borne by Marsilen (please prepay the shipping cost; we will reimburse it together with the refund). For returns due to personal reasons (e.g., changed mind, no longer wanted), the return shipping cost will be borne by you.

Logistics Factors: Please ensure that you provide accurate, complete, and valid shipping address and contact information when placing your order. Any delays in delivery, loss, or theft of the package resulting from incorrect addresses, unavailable phone numbers, or other reasons attributable to the recipient shall be your sole responsibility.

Product Inspection: All returned items are subject to inspection by the Marsilen after-sales department. If it is found that the return conditions are not met, we reserve the right to refuse the refund request.