Return, Refund & Exchange Policy
Please read our entire return policy before emailing us for a return, refund or exchange
RETURN AND EXCHANGE PERIODS:
Please allow up to 15 days for full delivery of your order. Our return policy lasts 30 days. Please examine all purchased products upon delivery to make sure all items are in working condition. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange for any reason.
Order Cancellation/ Modification:
You may request for order cancellation or modification by email to [email protected], however, once your order begins processing in our fulfillment center, it cannot be canceled. If the order has begun processing, you will have to ship the order back to us for a refund within the allowed time frame chartered below. We recommend customers to double check their order before submitting as any order changes will cause delays to your delivery.
If shipping address on an order is incorrect, this may only be corrected by placing another order with the correct address. An exception will be made for existing customers with no chargeback history. If customer fits this criteria, an address change may be requested to our customer service team. All other inquiries will be deemed invalid.
TERMS & CONDITIONS OF REFUND OR EXCHANGE:
To be eligible for a return, your item must be unused and in the same condition that you received it.
Returns must include ONLY the defective products. Do NOT include any fully functional items or devices into your Return & Exchange request. Please note that any return of open items that are fully functional will be subject to a 20% restocking fee.
Non-Returnable/ Non-Exchangeable / Non-Refundable Merchandise:
Several types of goods are exempt from being returned. Any opened or tampered bottles cannot be returned or exchanged.
Due to sanitary and overall safety reasons, returns are not accept on the follow:
● Vape Juice / Vape Liquid
● Drip Tips
● Cartridges
● Coils
● Used/Opened Tank/RDA/RDTA Devices
● Wicks
● Wire
● Cotton
● Tanks
● Atomizers
● Cartomizers
● Batteries
● Chargers
If the product has physical damage, water damage and/or evidence of tampering with the product, it will NOT be eligible for returns, refunds or exchanges.
We are not responsible for e-liquid discoloration or packaging related issues. You are responsible for your product safety. You acknowledge you fully release all rights to pursue any legal claims.
Additional Non-Returnable/ Non-Refundable Products:
● Free or promotional samples
● Custom Orders through a sales rep – Please contact your sales rep for details
● Opened Merchandise
RETURN PROCESS:
Our Customer support is available to help get your return started by emailing us at [email protected]
1. Information Required
Please provide below information to us for initiating a return
● Full Name
● Order Number
● Order Date
● The name of the product you are returning - Include Brand, Model, and Color if Applicable
● Type of return – ie: Defective Item, DOA, Wrong Item, or Buyer's Remorse
● Photo or Video proof of the defective product(s) - Include the bar code, serial number and QR code on the box
● Return type request - ie: Refund, Store Credit OR Replacement
*Note: We will not process a return if any of the above information missing
2. Return Shipping & Inspection
After we've received your return request, you are then responsible for carefully packaging the device and using your own label to ship the item back to us. Once we've received the item, we will need 1-3 business days to inspect and process the return.
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 returned 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 return 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-returnable items
3. Refund, Store Credit OR Exchange
After the inspection process is finished, we will process a refund, store credit or exchange based on the type of return you requested. We provide options for refunds, exchanges, and store credit to accommodate your specific needs. By default, we issue store credits for missing items so please login to your account to view your credit anytime you may be missing an item from your order. We can refund the original form of payment such as credit card request by email. Returns for purchases made with a gift card or a Store Credit will be refunded as a Store Credit. For returns by mail, once we receive your return, we will process it within 7–10 business days. Depending on your bank’s processing time, it may take up to 10 days after we process the return to reflect on your account. Please also email us if you’d like to request for an exchange of products.
*Note: The shipping cost will not be refunded.
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, usually within 3-7 business days.
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.
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 email 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.
Note: We are not responsible for lost, stolen or otherwise damaged products returned to us. 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.
*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. 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 email prior to sending in your device.
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 returns 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 exchange cartomizers, atomizers, tanks, rebuildables (RDA), rebuildable tanks (RTA), coils, drip tips, batteries, chargers, disposables, or any similar product unless notified it was DOA within 72 hours of delivery.
BUYER’S REMORSE
Please note that we do not accept returns on items that are not defective but are opened or used. This would be considered "Buyer's Remorse".
We only accept buyer's remorse returns if the item is unopened and unused in its original packaging and out plastic seal. In other words, you must return it the way you received it if you would like to return something under the Buyer's Remorse Policy
In order to start a return, you must first email us to acquire authorization to ship your items back. If your item is defective and is not listed as a non-returnable item, the item may be eligible for exchange or credit towards a new device.
DISCLAIMER
Vape Wholesale USA 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. We are not responsible for manufacturer specifications, changes, production delays, or instructions issued by the manufacturer. Please contact the manufacturer with any questions regarding the specifications or use of merchandise.
CONTACT US
If you have any questions or require assistance, please email us at [email protected]