Refunds & Returns

01 Overview

Our goal is to make sure every order arrives complete, authentic, and in sellable condition. If something is wrong with your shipment, we’ll make it right through a replacement or refund on eligible items. Because vaping products are age-restricted and regulated, we cannot accept returns for buyer’s remorse, overstock, or opened product unless required by law.

02 Eligible claims

We accept claims for items that, on arrival, are:

• Damaged, broken, leaking, or crushed in transit.
• Defective, a manufacturing fault present out of the box.
• Incorrect, you received the wrong product, flavor, or quantity versus your order.
• Missing, items listed on your packing slip that were not in the box.

03 Non-returnable items

04 Claim window & requirements

Problems must be reported within 11 business days of delivery. Weekends and public holidays are not counted. After that window we are generally unable to claim against the carrier or the manufacturer on your behalf, so late reports may not be eligible.

You will need:

• The affected quantity and specific SKUs or flavors, reported per line, not per order.
• Photos, which are required for damaged, defective, and incorrect-item claims. Photos are not required for a straightforward shortage.
• For transit damage, a photo of the outer carton and the shipping label as well as the affected units.

Please inspect shipments promptly on arrival and count against your packing slip before the window closes.

05 How to file a claim

You do not need to call or email to start a claim, though your account manager is always available if you would rather talk it through. Photos submitted with a claim are sent directly to our team and are not published anywhere on this site.

06 How claims are resolved

Where the fault is ours, a shortage, transit damage, a defective unit, or the wrong item shipped, you are credited or replaced in full. There is no restocking fee, and you are never asked to pay return shipping.

Approved claims are resolved in one of the following ways. You may state a preference when you file, and we will confirm the outcome:

• Store credit, applied to your account balance immediately and usable on any future order. This is our standard resolution because it is the fastest and involves no shipping or processing delay.
• Replacement on your next order, the affected units are queued and added to your next order at no charge.
• Replacement shipped now, sent as a separate no-charge shipment.
• Refund to your original payment method, available on request, though card processing fees are not recoverable and settlement times depend on your bank or card issuer.

Credit and refund amounts cover the affected products at the price you paid. Original shipping is credited only where the whole order was at fault. If a replacement is out of stock, we will credit the affected items instead.

In most cases you will not be asked to return faulty or damaged product. Where we do need it back, for example a wrong item shipped, or hardware required for a manufacturer claim, we arrange and pay for the return.

07 Store credit

Store credit issued under this policy is added to your wholesale account and shown under My account → Store credit, together with a dated history of every credit and how it was used.

• Credit never expires.
• It is applied at checkout before payment, so you are only charged the balance owing.
• You can choose to use all or part of your balance on any given order.
• Credit can be combined with coupons and promotional pricing.
• Credit is tied to your account, is not transferable between accounts, and has no cash value.

08 Buyback of unsold stock

We do not accept returns for buyer’s remorse, over-ordering, or product that simply did not sell. As a goodwill measure, and entirely at our discretion, we may agree to buy back sealed and unsold stock from accounts in good standing.

Buyback requests are only considered where all of the following apply:

• The product is sealed, unopened, and in fully resalable condition in its original packaging. Once product has been opened or has left your shelves it cannot re-enter our sellable inventory, and we cannot accept it at any price.
• The request is made within 11 business days of delivery, the same window as any other claim.
• The item is not clearance, final-sale, or discontinued stock.
• You have obtained our written approval before shipping anything back. Unapproved returns will be refused at the door.

Buybacks are settled in store credit only, never as a refund to your card. To request one, open the order under My account → Orders and choose Request a buyback. Approval is never guaranteed, and declining a request does not affect your account standing.

09 Shipping damage & carrier issues

Title and risk of loss pass to you when the carrier takes possession, but we’ll help resolve transit damage under this policy. Keep all packaging and materials until the claim is closed, carriers may require them for inspection. For lost or stuck shipments, contact us and we’ll open a trace with the carrier.

10 Order cancellations

You may request a cancellation before an order ships. Once an order has been dispatched it cannot be cancelled, but eligible items may be handled under this policy after delivery. Contact us as soon as possible if you need to change or cancel an order.

Where an order is cancelled and store credit had been applied to it, that credit is returned to your account balance automatically. Order processing and payment processing fees are charged for the service of preparing and processing an order and are not refundable once that work has been done.

11 Manufacturer warranties

Some hardware carries a manufacturer warranty that passes through to you. Where a defect falls under a manufacturer’s warranty, we will help facilitate the claim or direct you to the manufacturer’s process. Manufacturer warranty terms and timeframes are set by the manufacturer, not by us.

12 Contact us