Refund and Returns Policy

Effective Date: 2025

At NEU Pipes, we want you to love what you ordered. If something’s not right, we’re here to help. Please review the policy below to see if your item qualifies for a return or refund.

1. Eligible Returns

You may request a return if your item meets all the following conditions:

• • Time Frame: Return requests must be submitted within 30 days of delivery.
  • Condition: Items must be unused, unopened, and in their original packaging, including all accessories and protective materials.
  • Purchase Location: Returns are only accepted for items purchased directly from www.neupipes.com.
  • Authorization Required: You must obtain a Return Authorization (RA) from our support team before sending anything back. Returns without approval may be rejected.
  • Proof of Purchase: A valid order confirmation or receipt is required.

To request a return, email [email protected] with your order number and reason for return.

2. Non-Returnable Items

For hygiene, safety, and compliance reasons, the following items cannot be returned or refunded:

• • Opened or used vapes, cartridges, or batteries
  • Any glassware that has been used, opened, or shows signs of handling
  • Herbal blends, e-liquids, or kratom
  • Items marked as final sale, clearance, or discontinued
  • Products missing their original packaging or with broken tamper-evident seals

3. Third-Party Purchases

Our return and refund policy applies only to orders placed on neupipes.com.
If you purchased from a third-party retailer or reseller, please contact them directly for their return policy. NEU Pipes is not responsible for returns on items purchased elsewhere.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

• • Notify us within 3 business days of delivery.
  • Include your order number, a description of the issue, and clear photos of the item(s).

Send your claim to [email protected].
After review, we’ll determine the appropriate solution, which may include:

• • A replacement
  • A store credit
  • A refund (issued at our discretion)

 Claims submitted after 3 days may not be eligible for refund or replacement.

5. Refund Processing

Once your return or refund is approved:

• • Refunds are issued to the original payment method
  • Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer
  • Original shipping costs are non-refundable, unless we made a shipping error or your item arrived damaged

6. Contact Us

Questions? Need help starting a return? We’re here to help.

 [email protected]
Customer Support Hours: Monday–Friday, 9 AM–5 PM (EST)