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RETURN POLICY - VAPE FAMILY
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund, store credit or exchange.
To be eligible for an exchange or refund on Online purchases, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
In-Store purchases can only be exchange or given store credit.
VapeFamily.com has adopted industry standard policies for warranties and returns on certain products. Our policy is very similar to almost every major vendor in the electronic cigarette industry and very rarely will we deviate from this policy.
Please Note: Items damaged by missuse or improper care, are not covered by our policy. If you received items that you do not know how to use, please feel free to contact us for proper care instructions and more in depth information on your items. We are here to help.
Several types of goods are exempt from being returned.
Such as: coils, atomizers, clearomizers, cartomizers, bottled liquid, drip tips, batteries, wick and wire, unless the product is DOA (dead on arrival)
If you have placed liquid in your device we will not accept the return under any circumstances.
If you sent it back to us and we determine that you have put liquid in the device we will not issue an refund, replacement or store credit. This applies to the customers who try to clean the device before shipping it back to us.
Important tip: It is highly recommended if you are going to vape for an extended period of time to purchase an ohm meter of some sort, this will allow you to test your devices before applying any eliquid. They are very inexpensive and will save you a lot of headache as you begin to receive your vaping products.
If you put liquid in the device and use it for even a period of 1 hour for example and it shorts, burns out, or just quits working the device is not covered under the warranty.
DOA cases – Dead On Arrival:
If the product you received was defective from the start and did not work whatsoever, that means there is a possibility of manufacturers defect. In cases like this, we will replace your product with a new one. To qualify for a new item, the broken piece must be in brand new condition. Under no circumstances we will refund, exchange or issue store credit when DOA (dead on arrival) items sent back are already used. You will have to let us know you received a defective device and send it back to us with 48hrs.
If you purchase bulk devices and store them away for a month, then this is not covered under the warranty policy.
Please Note: Pre-Orders, make sure you really want the item, because when the item is 1 week away, you cannot cancel your pre order and qualify for a refund.
Return Policy, if by mistake you receive the product or products you did not order, we would provide you with a pre-paid shipping label via email to send it back to our facility. Once we receive the wrong item shipped, only then we will ship the correct product to you. Under no circumstances we can send your product until we receive the wrong product.
Promotional Term & Conditions: When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount.
We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.
All returns are subject to case-by-case exceptions.
Do not send your purchase back to the manufacturer, only when instructed to do so.
There are certain situations where only partial refunds are granted (if applicable)
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, or the amount will be written as check under purchaser’s name, and mailed out to shipping address used during initial order. You will be notified of which way your refund will be fulfilled.
If the device is defective and you are sending it back for an exchange you will only need to send back the defective pieces and anything that may be causing the item not to work.
A. Repackage the item including all original parts, packing material, instructions, etc. Within reason, this means that everything must be retuned exactly as it was sent to you. Poor repackaging, or the return of damaged merchandise, or loss of package during shipping transit could result in refusal of your return and loss of any replacement item.
B. Do Not send items back in regular envelop, this is not sufficient packaging and can cause items to be lost in the mail as the envelops fail.
Also, please know that we might request for more info via email, asking to send pictures of damaged or defective merchandise prior to sending the items back. We might also email you with troubleshooting steps in an attempt to save you the time of returning the items.
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 contact us at Contact@VapeFamily.Com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to them to give to you later, we will send a refund to the gift giver and he will find out about your return.
Things to know: When using an approved Prepaid Card, VapeFamily.Com will attempt to refund the payment method within the scope of our refund policy. VapeFamily.Com will not be responsible for refunds to a Prepaid Card in the event that the cardholder no longer has possession of the Prepaid Card used previously to checkout and pay for the initial transaction.
To complete your return, we require a receipt or proof of purchase.
If you would like to return a product for exchange, replacement, or store credit, please email our customer support at email: Contact@VapeFamily.Com for a return request.
When contacting customer service, please provide as many details as possible.
1- Order number
2- Full name, address and contact
3- Detailed reason for the return product
Upon approving the return, you will get further directions with shipping the package back to us.
To return your product, mail your product to:
966 E Main Street
Ventura, Ca, 93001
Attention to: VapeFamily.Com
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We truly thank you for your business,