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.
>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 (firstname.lastname@example.org) 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.
5. How to declare the return package?
Please never use “electronic cigarette” and it would be better to use unrelated names, such as “toy gifts”, “Metal parts” and “Electronic parts” etc. To make sure that shipment will go through smoothly, please declare a value lower than 20USD.
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