Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. If your item is damaged or defective in some way, however, we'll make sure you're taken care of. Most of our products are backed by a manufacturer's warranty and, if defective, can be returned for a period of up to 28 days from the date of receipt of the product.
If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you. The warranty period is from the date the package arrives at the shipping address. It is each customer's responsibility to make sure all parts are working when the package arrives. All replacement shipping made by us to a customer will be done via the least expensive method of shipping regardless of who is at fault.
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order
If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below.
2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed
It is each customer's responsibility to check all components when they receive them to make sure that they are working properly. If an item isn't working correctly, and it does not appear to have been damaged during shipping, please contact us immediately. Products that are no longer working due to neglect, abuse or improper use will not be replaced or refunded. If an item is damaged or defective due to shipping damages, please see situation 3 directly below.
- All batteries are warrantied for a period of 28 days from the date of receipt to accept a charge and power atomizers/coils. It DOES NOT cover a gradual decrease in the amount of life between charges.
- Clearomizers (tube, mouthpiece and conmector only) are warrantied for a preiod of 14 days from the date of receipt. This warranty DOES NOT cover the coil.
- All atomizers carry a 14 day warranty against total failure from date of receipt.
- Type-C atomizer heads carry a 7 day warranty from date of receipt against total failure.
- Chargers are warrantied for a period of 28 days from date of receipt.
- Opened cartridge, clearomizer or tank packages are not refundable or exchangeable for hygienic reasons.
- To ensure the safety of our customers, e-liquid is not refundable or exchangeable for any reason. Please order a sample bottle before trying a full size bottle to ensure that it meets your taste requirements.
- Any components or accessories not listed, above, carry a 28 day warranty from date of receipt.
3. You received an item that appears to have been damaged during shipping
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and, after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
4. You've received the product but you've decided you want to return it
We do not provide these products on a "free to try basis." Once an e-cigarette has been used at all, there are components of it that cannot be resold. If you are unsure of whether or not you want to purchase an e-cigarette, don't purchase one here! If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
1) The item must be unopened, unused, and still in the original packaging.
2) You must contact us to notify us that you'd like to return the item within 7 calendar days of receiving the item.
3) You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone or via e-mail):
1) You can receive
the full amount you originally paid for the returned item (less our
actual cost for shipping and handling) as a store credit
2) You can get a cash refund for the amount you originally paid LESS a 25% restocking fee and our actual cost for shipping and handling.
In either case, you are responsible for return shipping charges to return the product to us.
5. You refuse the delivery of your order, and it comes back to us
If you refuse an item and it comes back to us, you will be issued a refund LESS a 25% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.
Ship Returns To:
Web-X Online Stores
11208 Taeda Dr.
Orlando, FL 32832