Returns & Refunds
This policy covers what happens if something goes wrong with a Deepkold Zero order. We sell zero-nicotine devices in the United States to adults 21 and over, with payment collected at the time of your order. Because a device is used by mouth, we can't accept it back once it has shipped. What we stand behind is a device that shows up damaged or doesn't work.
Last updated: October 2026.
Quick summary
- Sales are final. A device can't be returned or exchanged for change of mind or a different flavor, and that holds even when it's sealed and never used.
- Damaged in transit or dead out of the box? Email support@deepkoldzero.com no later than 3 days after delivery, with your order number and a photo or video of the fault.
- Once we've confirmed it, a replacement device ships free with your next order. We replace, we don't refund.
Change-of-mind requests
Returns and exchanges aren't available because a flavor didn't suit you, the wrong device or quantity was ordered, or the order is no longer wanted. Unopened and unused devices fall under the same rule.
Faults we cover
- Damaged in transit: the device or its box arrived cracked, crushed, or broken.
- Dead on arrival: the device won't fire, light up, or charge when you first use it.
Hold on to the device and its box until we've replied to you.
3 days to let us know
Your message has to reach us within 3 days of the delivery date in tracking. We can't accept fault reports made after that.
Reporting a fault
Email support@deepkoldzero.com and include:
- Your order number and the name or email you ordered with.
- The device or devices with the problem.
- What happens when you try to use it.
- A photo, or a short video that shows the device not working.
Please don't send the device back. We go over what you sent and reply by email.
Getting your replacement
When the fault is confirmed, a free replacement device is included in your next Deepkold Zero order. A replacement is the remedy for damaged or dead devices; we don't offer refunds for them.
Questions
If you're unsure whether your device qualifies, email support@deepkoldzero.com and we'll check.