Service

Your satisfaction is our first goal!

Also, have you herad about our Recycling & Exchange program?

Your XEO Product isn’t to your satisfaction?

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…Please contact us:

XEO Distribution GmbH
Vinnhorster Weg 137 in 30419 Hannover
E-Mail: sales@xeocigs.com
Telephone: 0511 215 862- 140 (Mo - Fr 9:00 bis 17:00 Uhr)
Telefax: 0511 215 862 - 109
 
In the event of a telephone service enquiry, please have the following information ready:
 
Invoice or order number

What is the Problem?

a.) Unsatisfied with the purchased product(s)/Right to cancel:

Under the terms of our right to cancel and of our general terms and conditions, if, after purchasing, you are unsatisfied with your order of an XEO product, you may cancel it within 14 days, without having to state a reason, and receive a refund of the purchase price. Please be aware that we can only accept unused goods still in their original packaging.

b.) Faulty goods:

XEO pledges to offer customers a service that provides complete satisfaction.
Of course, all goods in our shop are subject to legal warranty rights.
If an XEO product should display a technical defect within the warranty period, in the event of a material defect we will of course promptly dispatch a fault-free replacement product free of charge.

Procedure for returns

(Only applies within Germany. For any other country, please contact our sales team:  sales@xeocigs.com)
 

Um eine fehlerfreie und umgehende Reklamation zu gewährleisten, bitten wir Dich, sowohl bei defekten Produkten als auch bei allen anderen Reklamations-gründen den folgenden Ablauf zu beachten:
 

Step 1: Please fill in the form and send it to  sales@xeocigs.com (subject: Return_invoicenumber) or by fax to 0511/215862-109.
 

Schritt 2: Du wirst durch den XEO Kundenservice kontaktiert und erhältst eine Online-Briefmarke, so dass Dir keine zusätzlichen Versandkosten entstehen.

Step 3: Package the product safely (e.g. with the package it has arrived in), add the return-form and send the package to the following address:

XEO Lager
Vinnhorster Weg 137
30419 Hannover

Step 4: After receiving the return, XEP will check the functionality and further usability.

Step 5: XEOreplaces the return.
 
You can fill in the return form on your computer by opening the document in Acrobat Reader.

Retourenformular  ►

Delivery and Shipping Costs

We dispatch via DHL. We can also dispatch to their packing station collection points.
 
We dispatch orders five days a week (Mon–Fri), excepting public holidays. All products that are in stock are dispatched on the next working day, provided that the order and payment reached us by 6pm the previous day. This means that orders that reach us after 6pm on Thursday cannot be dispatched before Monday.

Since 1 April 2016, the German Youth Protection Act also applies to e-cigarettes. As a result, our products may no longer be delivered to young people under the age of 18. For this reason, the courier can only hand over your order to adults, upon provision of an official identity card or similar. We ask for your understanding in this matter, and also that you ensure that a person of 18 years or over is present to accept the delivery.

Orders of €50 or more are delivered free of charge in Germany!

Sustainability and responsibility through the XEO Recycle & Exchange Program

XEO is environmentally conscious, join us!

Recycle & Exchange

As one of the world’s leading manufacturers of e-cigarettes and e-shisha goods, XEO places great importance on our customers’ satisfaction. This begins with a responsible manufacturing process, via the packaging type and right up to the recyclability of XEO products: Sustainability is the focus of our production, and is guaranteed by the XEO recycling programme. All customers involved play an important part in environmental protection.

Send us eight XEO disposable products including the appropriate completed form and receive a Shisha2Go of your choice, free of charge.

XEO Distribution GmbH
Recycling
Vinnhorster Weg 137
30419 Hannover, Germany

Notes on battery disposal

In conjunction with the sale of batteries or supply of equipment that contains batteries, we are legally obliged to inform you of the following: As the end user, you are legally required to return used batteries. Old batteries in our range, or which were previously in our range, can be returned to our dispatch warehouse free of charge.

Symbols and Composition

The symbols shown on the batteries have the following meanings: The symbol with the crossed-out bin means that the battery must not be disposed of with household waste.
Pb = Battery contains more than 0.004 per cent lead by weight
Cd = Battery contains more than 0.002 per cent cadmium by weight
Hg = Battery contains more than 0.0005 per cent mercury by weight