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Exchanges

Exchange POLICY

Exchanges:

PLEASE READ OUR EXCHANGE POLICY IN ITS ENTIRETY BEFORE FILING A EXCHANGE....

Our exchange policy lasts 14 days from the date of Delivery. Defective device claims beyond 14 days of delivery need to go directly through the device manufacturer's warranty service.

Vapourizen accepts exchanges from customers for up to 7 days from date of purchase. This is a generous time frame for exchanges and allows ample time for you to test the item for defects. 


Exchange Process:

File a Help Request through on our Customer Service Page
When filing your request, please fill out the necessary information that is requested in the Help Request Ticket Form

You will need:

  • Your Full Name

  • Order Number (Starts with "EV" Followed by 5-7 numbers)

  • Date of Purchase (Not Date of Delivery)

  • The name of the product you are exchanging - Include Brand, Model, and Color if Applicable

  • Reason for exchange- DESCRIBE THE ITEM'S DEFECT

  • Your Mailing Address

  • Type of exchange- ie: (Defective Item, DOA, Wrong Item, or Buyer's Remorse)

  • Exchange type request - ie: I would like the same item exchanged or if you'd like credit towards an alternate item or Refund if your product qualifies for buyer's remorse.

*Please Note that you may be asked to provide photo or video proof of the item's defect. This typically applies to major visual defects or other extenuating circumstances. It is not a common practice but please know that we may ask for this at any time and have the right to do so

 

Exchange Option:

Vapourizen will provide you with a exchange label and RMA Number within 24-48 hours of receiving your request. You are then responsible for carefully packaging the device and using the provided label to ship the item back to us. Once we've received the item, we will need 24-48 hours to inspect and process the exchange. We will review and respond to your exchange request. After this process is finished, we will package your exchange and email you the new tracking number for your exchanged device.

Qualified and Excluded Products:

Due to the sensitive nature of their design, and obvious safety reasons, we do not accept exchanges on the following items:

  • E-liquids

  • Used/Opened Tank/RDA/RDTA systems.

  • Used/Opened Coils

  • Cartomizers

  • Batteries

  • Chargers

  • 420 Products

In order for your defective item to be eligible for exchange or credit, it must meet the following requirements:

  • Must not show signs of physical damage or severe scratching

  • Cannot be exchanged for minor visual defects, such as minor scuffs, or discoloration

  • All accessories included in the purchased package must be sent in with the defective device

  • Please pack your exchange well. We cannot give full credit on devices that are damaged during transportation back to us due to poor packaging

  • If damage during transportation is clearly the fault of the carrier, you will not be held liable for damage as long as the item was packed with care

  • Must not be on the list of non-exchangeable items

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Refund and Exchange Policy:

Vapourizen does not provide refunds. We only provide a direct exchange for defective items or credit towards an alternate device. DOA, wrong items, or Buyer's Remorse items are the exception to the rule. Our DOA and Buyer's remorse policy is outlined below. 

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DOA, Missing, & Wrong Items:
All Dead on Arrival items, Missing components, or Wrong Item claims must be reported back to us within 72 hours from the time of delivery. Please inspect your items carefully upon receiving it, it is important you use the time allotted to check if the item is DOA. We will only accept exchanges from the excluded item list if it is a DOA item and is reported within the 72 hour time frame.

The warranty excludes coverage for damage resulting from accident, disassembly, customized modification, or user-error. 

Again, we do not accept exchanges for cartomizers, atomizers, tanks, rebuildables (RDA), rebuildable tanks (RTA), coils, drip tips, batteries, chargers, disposables, or any similar product.

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Buyer's Remorse:

Please note that we do not accept exchanges on items that are not defective and are opened or used. This is considered "buyer's remorse". 

We only accept buyer's remorse exchanges if the item is unopened and unused and in its original packaging and plastic seals. In other words, you must return the product the way in which it was received.

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There is also a 20% restocking fee on items exchanged under buyer's remorse. 

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In order to start a exchange, you must use our Customer Support Page and file a Help Request for exchanging an Item. For buyer's remorse returns, the customer is responsible for return shipping T-Vapes.com does not compensate shipping costs for buyer's remorse returns. We will provide an RMA Number Postmarked within the 14-Day window, the RMA number needs to be written clearly on the exterior of the package. Without this number, our shipping department will disregard the package. (Our new shipping platform puts the RMA number on the label so you shouldn't have to worry about this.

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If your item is defective and is not listed as a non-exchangeable item, the item is eligible for exchange or credit towards a new device.

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Order Cancellation:
For order cancellation requests, you must use our Customer Support Page and file a help request to cancel your order. If the order has already been shipped, we will not be able to cancel the order.

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Compatibility:
We do not guarantee compatibility between items. If you have any questions about compatibility please do your research or ask before placing your order. We will not accept exchanges due to incompatibility. 

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Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

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Late or missing refunds (if applicable):


If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

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Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us


Sale or Clearance items (if applicable):

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We cannot guarantee we will have the exact item available for exchange if you've purchased a clearance item. Clearance items are not restocked, and if we've sold out of the item between the time of your purchase and the time that we process your exchange, you will be contacted and asked to select an alternate item.

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Disclaimer

Vapourizen.com(Vapourizen) will not be held responsible or liable for any injury, damage, or defect, permanent or temporary that may be caused by the improper use of a LI-ION battery. Please have a basic understanding of the batteries you are using and how to care for them properly.

 

Shipping:

Vapourizen.com covers all shipping costs related to returns and exchanges for defective device returns. Shipping costs for buyer's remorse returns are not covered by Vapourizen.com

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If an item is lost or damaged, please contact us and we will conduct an investigation that may take up to 14 days. Based on the information provided and tracking data from the respective carrier, the time of investigation may vary. Note: We are not responsible for lost, stolen or otherwise damaged products returned to Vapaourizen.com. If we recognize the package has been damaged, or the products being returned are missing or not our product, we will notify you within 24-48 hours of processing your return.

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NOTE: IF YOU SENT AN ITEM FOR RETURN AND THE ITEM DOES NOT QUALIFY FOR A RETURN. YOU WILL WANT THE ITEM BACK BECAUSE WE WILL NOT REFUND YOU. IF YOUR DISQUALIFIED RETURN NEEDS TO BE SENT BACK, YOU WILL BE HELD RESPONSIBLE TO PAY SHIPPING FEES TO GET THE ITEM BACK TO YOU. WE WILL NOT SEND A DISQUALIFIED ITEM BACK UNTIL SHIPPING COSTS ARE PAID (USUALLY ABOUT $3) IT IS YOUR RESPONSIBILITY TO THOROUGHLY READ THE RETURN POLICY. IF YOU ARE UNSURE IF YOUR ITEM QUALIFIES FOR EXCHANGE OR RETURN PLEASE CONTACT US BY PHONE OR EMAIL PRIOR TO SENDING IN YOUR DEVICE.

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