We want nothing more than for our customers to feel they receive quality products along with high quality service. In our refund and return policy, After the receipt of your order, we offer a 14-day return policy on any faulty (dead upon arrival) or unused items. Items must be factory sealed in the manufacturer’s original packaging.
Please inspect and test all products upon receipt. The 14-day return window begins regardless of whether the products were opened or not.
Some products will have minor flaws, and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective or malfunctioning.
ORDER CANCELLATION: You are entitled to cancel your order anytime within a 24-hour period after placing the initial order. This only applies if the order is not shipped. To cancel your order, please email our support team at ‘insert support email’. We will reimburse you no later than 14 days from the day the order is cancelled. We will use the same means of payment as you used for the order. You will not incur any fees for such reimbursement.
WRONG OR MISSING ORDER ITEM(S): If we make an error when fulfilling your order, please contact customer service within 48 hours of receiving your package to initiate a claim. A brief email to [email protected] alerting us of an error is the quickest way of initiating claims. We make sure to correct any fulfillment mistakes as quickly as possible, and sincerely apologize for any inconvenience. Incorrectly received items must be returned to us. We provide you with a prepaid return label via email to send back the product(s) free of charge. If we do not receive the item(s) within 14 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s).
PRODUCT EXCHANGES: Items that are dead on arrival (DOA), are eligible for a return. We will exchange the item with the exact same item, in the exact same colour/flavour (if available). Exceptions may apply if the item is no longer being actively stocked.
REFUND AND STORE CREDIT: We are unable to issue refunds to any form of payment other than the original credit card used to make your purchase. We issue refunds within 14 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund. Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement. Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable. Please note, we cannot process return or refund requests without proof of purchase.
NON-RETURNABLE AND FINALE SALE: All clearance, final sale, or “as is” marked items are nonrefundable and ineligible for returns, refunds, or exchanges. Our return policy also does not include coverage of accidents and user error, such as over-tightening atomizers, stripping threads, broken glass, physical damage, dropping products, water damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical. We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.
RETURN MERCHANDISE: Please return your product(s) as soon as possible. Be sure to email us when your items are being sent to us. Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking and insurance. Hello Vapes Inc is not responsible for loss or damage during transit.
