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Refund Policy

 

Returns

After the receipt of your order, we offer a 30-day return policy on any DOA (dead on arrival) or unused items, factory sealed in the manufacturer's original packaging. 

Please inspect and test all products upon receipt, the 30-day return window begins regardless of whether the products were opened or not. 

After the 30-day return period ends, we try our best to provide as much assistance as possible with any manufacturer defect problems that may arise. We value your business, and always try to work out the best possible solution to issues on a case-by-case basis. We strive to be as reasonable and fair as possible and hope our customers reciprocate.

Unfortunately consumables are always a final sale (e-juice, coils, tanks, accesories, drip tips, replacement parts, rebuildable supplies, etc). 

Warranty

Our 30-day warranty begins the day the items are delivered. Customer assumes all cost in shipping items back to Vapour Cloud Canada, and Vapour Cloud Canada assume all cost in shipping the item back to the customer. Shipping cost incurred is non-refundable/creditable. 

What is not covered by our warranty?

  • E-liquids, Atomizers, Tanks, Rebuildable products, batteries, chargers, mechanical mods, drip tips, coils or any other accessories on the device itself are NOT 
  • Failure or damage caused due to improper use or unauthorized repair
  • Failure or damage as a result of excessive force such as dropping or abuse
  • Failure or damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
  • Damage or failure caused from improper use. This includes water damage, juice spillage, and fire damage.
  • Leaky tanks are not covered under warranty
  • Loss or damage due to missing components
  • Stripped or damaged threads, crooked 510 connection (Atomizer not sitting flush)
  • Damage to the finish (cosmetic issues), or scratches from a brushed finish.
  • Rattling or sticky buttons
  • Modifying a product in any way, automatically voids the warranty.
  • Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
  • Items outside of our warranty period

What is covered by our Warranty?

  • LED screen issues
  • Charging port issues
  • Battery issues (turning off when firing, etc)
  • Unit auto firing.
  • Chip malfunctions

Restocking Fee

Returns / exchanges will incur a 20% Restocking fee on items. This includes packages not signed for during delivery and returned to us by the shipping courier. We can only accept returns on manufacturer sealed items. If an item does not come sealed originally, we are unable to take a return on it.  Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no Credit will be given and the package will be returned to you at your expense.

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 info@vapourcloudcanada.ca 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 30 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 DOA (Dead on Arrival) or still under warranty, are eligible for an exchange only. We will exchange the item with the exact same item, in the exact same colour. Exceptions may apply if the item is no longer being actively stocked. 

We can not offer refunds on warranty exchanges.

Refunds

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 7 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.

Please note: we cannot process return or refund requests without proof 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. 

We also cannot accept returns of atomizer tanks, rebuildable atomizers (unless DOA), mods that contain no electrical components, battery cells, replacement parts, accessories and electronic cigarette liquids. 

Our 30-day return policy does not include coverage of accidents and user errors 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 Authorization

To initiate a return or exchange please email info@vapourcloudcanada.ca and give a description of the problem or situation.

Return Address

After you receive an Return Authorization email, please return your product(s) to us within 30 days. Be sure to include a copy of your RMA Approval email. 

Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. Vapour Cloud Canada is not responsible for loss or damage during transit. 

Please send returns to: 

Vapour Cloud Canada

12A-625 Trunk Road

Sault Ste. Marie, ON P6A3T1

 

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