We would always love to provide our customers with high-quality e-cigarettes, however, sometimes the products you receive might not perform as expected upon delivery or after time for reasons beyond our control. In such cases, you may contact our support team to ask for a replacement or a refund. Please do use them first to test whether they work well when you receive your order.
Returns & Exchange Policy
>We accept returns of unopened, unused or undamaged items purchased on our website for a refund or exchange within 14 days of original purchase. Please note that returned package might have clearance risks and related fees when it arrives in our warehouse. In this case, we will have to deduct the fees from the refund. Hope you can understand.
Shipping back to us is paid by the customer. We are in general unable to refund your postage fees. Please contact firstname.lastname@example.org to get the return address, and we will refund you after we receive the package and check it is correct.
>For safety and sanitary purposes, we will not accept returns on the following items: opened or used, and therefore Non-returnable: e-juice, open cartridges, replacement coils, drip tips, replacement glasses, atomizers, rechargeable batteries and clearance products.
>If a non-defective item is opened and used, we will not accept it back under any circumstances and they are not subject to a refund. For unopened or unused items, buyers are responsible for return shipping cost.
>For hardware purchases (Mod, Kit, Tank), each product purchased directly from our website comes with a 90 days Limited Warranty from the time of purchase.
>To be eligible for service under warranty, you must initiate a return process by contacting our support team within 90 days of original purchase. The 90 days Limited Warranty excludes coverage for damage resulting from accidents, abuse, disassemble, customized modification, or user-error. Moreover, incidental and consequential damages are not covered under this warranty.
Frequently Asked Questions
1. What should I do with an DOA (dead on arrival) item?
Despite that we have an extensive testing before shipment, we could not 100% avoid this problem. Please test the items first after delivery. If there are defective items, please contact our support team within 2 business days, then we could solve the problem for you in a timely manner.
2. Should I send the defective item back?
It’s not necessarily that the defective items should be sent back for refund or exchange, unless the manufacturer has specific requirement on it. Kindly note that all the Original Brands require S/N (serial number) & security code before providing replacements. We recommend you to keep the package or take a picture of the useful information before you discard it. If your item is defective unfortunately, please contact us via LiveChat or Email (email@example.com) with following information:
1) Order number
2) Product name
3) Problem description
4) Picture of S/N (serial number) & security code
5) Video/ video link or picture
3. When will I receive a replacement?
Usually we will arrange shipment for the replacement after the problem is approved. Please note that if you happen to have placed new orders, we would add the replacement in the new order.
4. Do you accept shipping method of envelop?
We Do Not accept envelop shipping method on returned items. Please do confirm our return shipping address before you post them back, or we will not be responsible if they are lost. Please note that we are not responsible for lost packages, we suggest that you choose registered airmail or express shipping that are with tracking number to trace the package.
Many thanks for your patience and support, hope this piece of the message can help you. As for the refund, please read the following:
1. What Kind of Situation Need I contact 3avape to get a refund?
Due to placing wrong orders, receiving defective items, exchanging shipping method. And anything that might be related to money difference.
2. How Did you contact 3avape to get a refund?
Due to system limitations, after place an order, the customers cannot be canceled the order by themself. If you want to cancel the order to get a full refund or partial refund. Please contact our support team: firstname.lastname@example.org or email@example.com, just send an email to us with your order number and Transaction ID. and describe the problem you are facing now. We will help you solve the problem.
3.How Long Did I Get Refund?
1) PayPal Payment: The refund will be returned to your PayPal account within 48 hours.
And if you paid by your credit card, the refund may be returned in later 3-7 days.
If over 7 days still not get a refund, please contact firstname.lastname@example.org or PayPal service.
2) Payssion Payment: The refund will be returned within 48 hours.
If over 7 days still not get a refund, please contact email@example.com or your bank account service to get further help.
3) Credit card Payment: Usually will be returned within 48 hours.
If over 3-7 days still not get a refund, please contact firstname.lastname@example.org or your bank account service to get further help.
4) Western Union: Do not provide refund service at present. And if orders less than 500 USD do not recommend using this payment method.
PS: During holidays the refund may be returned in later 7-10 days.Since we will not be in office.
4. Why 3avape ask me to repay the bill？
Here it is some situations 3avape will ask you to repay the bill:
When you open a PayPal case which is items not received, The product does not match the description，Unauthorized transactions, defective items.
And after consultation and mediation, the problem is not 3avape, we may ask you to repay the bill if 3avape failed on the PayPal case. (For example, the package delivered, but you open a PayPal case which is the package haven't received. After checking and provide the shipment proof and delivered proof of the package, we will ask you repay the bill)
Many thanks for your patience and support so much. Any further question, can contact email@example.com or check the page of https://www.3avape.com/pages/return-warranty
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