Refund & Return Policy
This warranty / return policy does not cover e-liquids, cartridges, cartomizers, drip tips, atomizers/coils, select mods, rebuildables and clearance items. We do not warranty how long a battery holds a charge as that is contingent on usage, device settings, charging habits and other variables. For the same reasons, there is no warranty for leaking tanks or atomizer/cartomizer life or performance (other than DOA). Atomizers and cartomizers have a dead on arrival (DOA) warranty (with the exception of rebuildable atomizers which have no warranty). If they do not work out of the box we will replace them free of charge if you notify us within 2 days of receiving shipment. All purchases of e-liquids, drip tips, rebuildable atomizers, cartridges/cartomizers, advanced devices and clearance items are final. We cannot accept returns or exchanges for e-liquids, drip tips, rebuildable atomizers, cartridges and/or cartomizers, advanced devices or clearance items.
We require defective items to be sent back to address below for testing before a replacement is sent. Once we receive the product from you, if we determine the failure is due to a manufacturing defect, we will issue a credit to your online account for reasonable shipping costs that can be used on a future purchase. Please do not ship express mail as we will only issue credit for standard shipping costs. In the event your return is received and the item(s) is found to be working properly or has been damaged due to misuse or improper care, you will be responsible for paying the shipping cost to send the item(s) back to you.
Return requests must be made within 30 days of the date you receive your order. To submit a return request, click the "Contact Us" tab at the top of the page, call us at #888-782-0167 or email us at firstname.lastname@example.org. For exchanges, all merchandise must be returned in it's original packaging and be in NEW condition. We do not offer refunds or exchanges on open cartridge, cartomizer or atomizer packs, e-Liquid's and we do not refund original shipping costs. If you return a starter kit for a refund, do not return open cartridge/cartomizer/atomizer packs or liquid. Your refund will be calculated once we receive your package and we'll contact you once a refund has been processed. A restocking fee of 25% may be deducted from your refund total.
Once you have been issued a return authorization number, you must return the item(s) within 14 days or the ticket will be considered closed and no further authorization will be granted.
We are not responsible for items lost in the mail. Returned merchandise should be packaged carefully and it's best to wrap the parts in bubble wrap or a paper towel then send in a USPS mailing folder. Include a note with your order number (or a copy of your order) and your CRM number inside package. We recommend returns be shipped with a tracking number to enable you to confirm we received the shipment. Returns take 3-5 business days to be processed.
Battery failures caused by liquid damage due to over-filling cartridges/cartomizers, electrical shorts due to not keeping the thread connectors on atomizers, cartomizers, chargers and battery clean and dry, and/or battery failure due to improper charging will not be covered under warranty. We test all products to ensure the failure was due to a manufacturer defect and not mis-use of the product. Our batteries have an internal memory chip that we use to extract production date, charge, and usage data to help us determine the cause of the failure. Once we determine the failure is due to a manufacturing defect will will replace the product.
In the event you order incorrectly and wish to exchange item(s) for something else, you will first need to contact us for a return authorization and then send back the item(s) in NEW condition (unopened and unused) to be eligible for exchange. Once received, we will create a new order to send the item(s) you request and you will be responsible for cost of shipping the replacement item(s).
If, upon receipt of your package, you see that you were sent an incorrect item or an item is missing, you must report the mistake to us within 3 days of delivery. Missing or incorrect items not reported within 3 days will not be eligible for replacement. In the event your package arrives damaged and contents are missing or damaged, USPS will likely have labeled the package as damaged in transit. You must retain the envelope indicating the damage occurred during shipping to be eligible for replacement of any missing or damaged items.
If you have any questions please call us at #888-782-0167