1. Our Commitment to Customer Service
At HK Vape Store, we are committed to providing all customers with professional, prompt, and friendly service. We aim to ensure that every shopping experience is smooth and satisfying, offering full support both before and after your purchase.
2. Scope of Support
Our customer support services cover the following areas:
- Order inquiries and modifications
- Product usage guidance and recommendations
- Assistance with after-sales warranty and replacement processes
- Reporting product quality issues
- General customer service and feedback handling
Note: We do not provide repair services for individual products. For replacements or returns, please refer to our "Return Policy".
3. Contact Information
If you require assistance, you can reach us through:
- WhatsApp Support: WhatsApp
- Service Hours: Monday to Friday, 10:00 AM – 6:00 PM (excluding public holidays)
We aim to respond to all inquiries within 1–2 business days.
4. Response Times
- General inquiries: within 1–2 business days
- Order issues / return or exchange requests: within 3–5 business days
- Complex cases (e.g., factory inspections, shipping issues): progress updates within 5–10 business days
5. Supported Languages
We currently provide customer support in:
- Chinese
- English
6. Customer Responsibilities
To help us process your request efficiently, customers are responsible for providing complete and accurate information, including but not limited to:
- Order number
- Product serial number
- Clear problem description
- Photos or video evidence (if applicable)
7. Support Limitations
Our support services do not cover:
- Products not purchased through our website
- Issues caused by misuse, human damage, or unauthorized modifications
- Problems arising from the use of products in violation of local laws
- Technical guidance for installation, disassembly, or modifications
8. Policy Updates
We may update this Support Policy periodically to reflect changes in our business operations, legal requirements, or other necessary conditions. All updates will become effective immediately upon posting on this page.