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Return request

Return request and warranty

You can return any product showing a defect or malfunction within 365 calendar days of receiving your order (90 days for certain brands). For the right of withdrawal, please refer to our General terms and conditions of sale.

For hygiene reasons, once the product has been opened, returns do not apply to batteries (except manufacturing defects), atomizers, drip tips and e-liquids.

Do not wait until the last moment to report your defective products: return them as you go, processing will be all the faster. At any time, you can reach us via the online chat, we reply within 24 hours.

GFC Provap reserves the right to refuse any return that does not comply with these conditions. Damaged products or deliveries not matching the order that are reported beyond a reasonable time are not accepted. In the event of a defective product or non-compliant delivery, we offer you a new delivery matching the order, or a voucher for the price difference if you decide to keep the product.

Return directly to our store

You can bring a product to our premises, 2 route de l'Ouest, 94380 Bonneuil-sur-Marne, France, for an exchange or a refund as a credit note after processing by our after-sales service (excluding batteries except manufacturing defects, atomizers, drip tips and e-liquids, which are neither taken back nor exchanged for hygiene reasons).

Bring your products with their original packaging and the purchase invoice received in your parcel, and tell us the reason for the return and whether you prefer an exchange or a credit note. No charge applies for an exchange or refund in store.

Return by post (online orders)

We do not offer prepaid returns. To return products by post, follow these steps:

  1. Log in to your account and go to your customer area.
  2. Click on Order history, then open the order concerned by clicking on its reference or on Details.
  3. Select the products to return and specify the reason(s) in the Merchandise return tab, then confirm to send your request.
  4. Once the request is accepted by our after-sales service, click on My merchandise returns in your customer area and print the return slip: it notifies our after-sales service of your warranty claim.
  5. Place your items, with their original packaging and the return slip, in a carefully packed parcel.
  6. Ship the parcel with the postal service of your choice to the address below.

GFC Provap, after-sales service
2 route de l'Ouest
94380 Bonneuil-sur-Marne, France
After-sales phone: +33 (0)1 80 91 50 73
After-sales e-mail: francochine.sav@gmail.com

For a warranty claim, the return costs are borne by the customer. Keep your proof of shipment and your invoice until the end of the procedure. It is your responsibility to keep all proof of return and to use a tracked shipping service, or any other means proving the date of sending and receipt.

Processing times

Processing by our after-sales service takes on average 7 working days and can reach 15 to 30 days during busy periods. Once the return is accepted, we refund you as a credit note within 1 to 3 working days, or proceed with an exchange depending on stock availability.

Any question about a return? Contact us.