Complaints & Warranty

As of August 2026

We would like orders placed with acevape.de arrive complete and in good condition.

If you encounter any problems, please contact our customer service department.

What kinds of issues can be the subject of a complaint?

Please contact us, especially regarding:

damaged goods
wrong item
missing article
technical malfunction
significant malfunction
Damaged packaging with damaged contents

What do we need?

To help us review your claim as quickly as possible, please send us:

Your order number,
a brief description of the problem,
Photos of the affected product,
if applicable, a short video of the error,
Photos of the shipping packaging, if applicable.

Contact:

info@acevape.de

WhatsApp: +86 180 2417 4651

Review of the Complaint

Once we receive the information, we will review the case.

Depending on the specific problem, appropriate solutions may include, in particular, a replacement, repair, refund, or another solution agreed upon with the customer.

Statutory Warranty Rights

Consumers' statutory rights regarding defective goods remain unaffected.

Under German sales law, if a defect exists, the buyer may, in particular, demand subsequent performance; depending on the statutory requirements, the buyer may subsequently be entitled to additional rights, such as a price reduction or rescission. The costs necessary for subsequent performance are generally borne by the seller.

What is not considered a product defect?

A claim may be denied, in particular, if the problem is clearly attributable to the following:

improper use,
intentional damage,
unauthorized modification of the product,
normal wear and tear,
Damage resulting from improper storage or handling after delivery.

Statutory consumer rights remain unaffected by this.

Do not return the item on your own initiative

Please do not return products for which a complaint has been filed without contacting us first.

After reviewing the matter, we will let you know what further steps are necessary.

Contact

Email: info@acevape.de
WhatsApp: +86 180 2417 4651