How to initiate the return process:
Email our customer support at firstname.lastname@example.org with details regarding the reason for return.
The following information must be included in your email:
- Order #
- Full Name
- Phone Number
Once you've submitted your request, a representative from our Returns Department will respond to your email with an assigned RMA number and provide you with information or additional instructions necessary in order to proceed with the claim process.
Please note that we may request you to email/send pictures of damaged or defective merchandise prior to sending the items back. We may also email you with troubleshooting steps in an attempt to save you the time of returning the items.
Returns for Refund
We will only accept returns for a full refund on certain items that are UNOPENED and UNUSED. A return claim must be filed with our RETURNS Department within 30 days of purchase.
- Due to hygienic reasons, we do not accept returns for E-Juice, liquid products, opened cartridges, wick material, resistance wire, or other consumable products. These items are therefore NON-REFUNDABLE.
- Rechargeable batteries are NON-REFUNDABLE if opened or used.
If the item being returned is not in brand new condition or the original packaging has been opened, we may charge a 15% restocking fee.
Exclusions: All items "deemed" defective will not be charged restocking fees.
Return for Replacement
DISCLAIMER: DEFECTS/ DAMAGES must be reported to us within 48 hours of delivery to qualify for return, refund, or exchange.
If a replacement is requested, once the item being returned to us is received, a replacement will be packaged and shipped to you pursuant to our standard shipping policies.
Quantities on certain items may be limited, thus to expedite the exchange process you can place a new order for the unwanted product(s) prior to returning it to us. The customer will bear this cost and once the unwanted product(s) are returned to us, we will refund you for those items.
Refund on Shipping
Aside from situations caused by order fulfillment errors on our end, transit errors caused by the carrier, or manufacturer defects, the customer will be responsible for covering all shipping charges to us. Shipping fees are NON-REFUNDABLE.
If you decide to return a product that you originally received free shipping, you will be responsible for the associated shipping costs with the initial delivery. For example, if you received free shipping and our cost to ship to you is $2.50, we will deduct $2.50 from your refund. The figure used in the example may be higher depending on the weight and size of your shipment. (We will not deduct any amount higher than the advertised "FLAT" shipping costs found on our "Shipping Policy" page)
When a promotional item included in the original transaction is not returned then the full value of the item will be deducted from the refund amount.