RETURN AND EXCHANGE POLICY
Politique de retour
Before placing an order through one of our websites, we recommend carefully researching the product you intend to purchase. If you would like any additional information about a product before making a purchase, please contact us. We have a team of friendly, experienced, and very knowledgeable sales representatives standing by who are happy to help you find the perfect product(s).
New or Used Products
In addition to following the instructions in the return authorization form, all products must meet the following conditions to be eligible for a refund or exchange:
- All Product(s) must be shipped back to us within 30 calendar days of the original delivery date.
- New product(s) have a “no questions asked” return policy; new products must be in the original, unused and brand-new condition to receive a full refund. Refunds do not include shipping costs which will be deducted from any refunded amounts paid to you.
- Used Product(s) that have been opened or have broken seals must be in the original condition when received. As long as all products you intend to return are included in the returned package, no fee will be charged on your first returned package. At our discretion, however, multiple returns in the same calendar year may be subject to a restocking fee of up to 40%. Refunds do not include shipping costs which will be deducted from any refunded amounts paid to you.
You are entitled to a replacement for defective products up to 30 calendar days from the original delivery date. If the 30 day period has passed, we recommend that you reach out to the manufacturer directly.
Note: Certain manufacturers require that you process warranty claims directly with the manufacturer. If you are unable to locate the manufacturer’s website or contact information, please reach out to us for assistance.
You are required to pay all shipping costs associated with a defective product return unless the shipping costs are covered under the manufacturer’s warranty policy or unless otherwise stated.
Missing / Damaged Items
Any packages containing damaged or missing items must be reported to us within 72 hours of the delivery date. All glass products, component parts and accessories are not covered under the manufacturer’s warranty unless the product arrived damaged or missing. Please contact us and we will take care of the issue within a reasonable period of time.
All wholesale products that are returned must include a Return Authorization or RA number, which can be acquired by contacting our Customer Support team at (877) 292-7660. This will ensure proper processing of your return. We are not responsible for items sent to us without an RA number. The RA number must be written on all sides of the packaging that the returned item is being shipped in. For all product returns, the product must be safely secured in the package such as by using the original packaging material which was delivered with the product or by using bubble wrap or similar supplies to protect the product from damage during shipment. The product, to the extent used with any other material(s), should be cleaned. We reserve the right to refuse or deny any return and may request additional information as a condition of the return.
With the exception of used glassware (whips), all accessories and product component parts must be returned with the product(s) being returned. Upon inspection and at our discretion, if the returned product(s) is determined to be operating normally or as otherwise intended by the manufacturer, we may ship it back to you at your expense. Returns will not be processed if the conditions of our Return Policy are not fully met.
Unless noted otherwise, we will not pay for standard, return shipping services. You are responsible for all expedited, special or non-standard shipping services which you selected at the time of your purchase. We strongly recommend you insure your package as we are not liable for any product(s) lost or damaged during shipment. Please allow 14 calendar days for the processing of your return once it has arrived at our facility.
Refunds are only for the product price including taxes paid by you at the time of your purchase and do not include shipping costs which will be deducted from the total refund.
At our discretion, our foreign return/exchange policy is implemented on a case-by-case basis due to the rise of shipping costs, delays in shipments, customs fees, and taxes. We do not cover any international shipping costs whatsoever.
Note: Unless specified otherwise, all vaporizers sold are 110v. You assume all responsibility for any defects which may occur from using converters or adapters or other accessories which were not originally included in the product.
If you need to cancel your order for any reason, please contact our Customer Support team ASAP at (877) 292-7660 and we will try our best to cancel your order if it has not yet been shipped. If it has already been shipped, however, you must follow the normal return procedure described above and you will be responsible for all shipping costs which will be deducted from any refunded amounts paid to you.
We reserve the right to amend this Return Policy at any time by posting the amended terms on this page. We encourage you to review this page for the most up to date information.