Nothing pleases us more than knowing that our clients are receiving high-quality items and service. We provide a 14-day return policy on any DOA (dead on arrival) or unused products, factory sealed in the manufacturer’s original packing, once we receive your purchase.
Upon receipt, please inspect and test all products. Regardless of whether the products were opened or not, the 14-day return period begins.
Our 30-day warranty will cover any manufacturer defects (or 90-day warranty where applicable).
The 30-day warranty period starts the day the items are delivered.
The customer is responsible for all shipping costs to TheVapeShop, and TheVapeShop is responsible for all shipping costs to the customer. The costs of shipping are not refundable or creditable.
Minor flaws are to be expected in some products during the manufacturing process. Only defective items are eligible for return or exchange (has malfunctioned). Please proceed to our Return Merchandise
Authorization page if you are still covered under warranty.
Returns and exchanges are subject to a 10% restocking fee. This includes packages that were not signed for during delivery and were returned to us. Only factory-sealed items are eligible for return. We are unable to accept returns on items that were not originally sealed. Returns and exchanges are processed as store credit and credited to your account as points.
Please note that if items are returned incomplete or in a different condition than when they were shipped to you, no credit will be given and the package will be returned to you at your expense.
We use Canada Post’s Age Verification service on every package we send.
This means you must verify that you are of legal smoking age in your province or state before Canada Post will deliver your package. (Regardless of where you order from, UPS requires you to be 19 years old if you are in Canada.) If Canada Post is unable to verify your age, the items will be returned to us. Final sale items (as described below) are non-refundable once they have been returned. Any items eligible for a refund will be refunded minus a FIFTY PERCENT (50%) restocking fee, as well as any shipping costs incurred for shipping the items to you and for Canada Post to ship them to us. This is a non-negotiable point. Please do not order if you are under the age of 18. You will lose money in the process.
Please contact customer service within 48 hours of receiving your package to initiate a claim if we make an error in fulfilling your order. The quickest way to start a claim is to send an email to sales@thevapeshop.com notifying us of an error. We will make every effort to correct any fulfillment errors as soon as possible, and we regret any inconvenience this has caused. Items that were delivered incorrectly must be returned to us. We will send you a prepaid return label via email so that you can return the product(s) for free. If we do not receive the item(s) within 30 days, we reserve the right to charge the full amount of the product to the original payment method used to make the purchase (s).
Store Credit & Refunds
We cannot issue refunds to any other form of payment than the credit card used to make your purchase. We can’t give you a refund if you pay with Interac E-Transfer, Cash, Debit Card, or Check. You will receive store credit if you paid with an Interac E-Transfer, Debit Card, Cash, or Check. After receiving and inspecting returned merchandise, we issue refunds within 7 business days. A confirmation of your refund will be sent to you via email. Please allow up to one billing cycle for a refund to appear on your statement, depending on your card-issuing bank. After receiving and inspecting the returned merchandise, we issue store credit in the form of reward points for the value of the returned product (s). These reward points may be redeemed for cash both online and in-store. Unless the return is the result of our fault, original shipping expenses may be deducted from a refund. The cost of international shipping is non-refundable.
Please keep in mind that we cannot conduct returns or refunds without evidence of purchase.
NON-RETURNABLE & FINAL SALE ITEMS
All clearance, final sale, or “as is” marked items are nonrefundable and ineligible for returns, refunds, or exchanges.
Atomizer tanks, rebuildable atomizers (unless DOA), mods with no electrical components, battery cells, replacement parts, accessories, and electronic cigarette liquids are also not returnable.
Our 30-day return policy does not cover accidents or user errors such as over-tightening atomizers, stripping threads, broken glass, physical damage, dropping products, water damage, exposure to extreme temperatures, failing to follow manufacturer-provided usage instructions, or any electronic or mechanical misuse of products. Returns for regular product wear and tear, such as cosmetic imperfections or natural patina, are not accepted.
AUTHORIZATION TO RETURN MERCHANDISE
A Return Merchandise Authorization (RMA) number is required to initiate a return or exchange. Please fill out the form at http://www.thevapeshop.com/rma to acquire an RMA number.
ADDRESS FOR RETURN
Please return your product(s) to us within 30 days of receiving an RMA number.
Include your RMA Approval email address. To avoid damage during shipping, pack all products securely. We strongly advise utilizing a delivery option that includes tracking and insurance. TheVapeShop, Inc. is not liable for any loss or damage that occurs during transportation.
