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How do I return an item? Please contact customer service before returning any product. All returns must be approved by our customer service team, therefore, be sure to contact us before sending any items back to our company. Items that we receive that have not been approved, will not be accounted for and will be properly disposed of. TheEcig.com starter kits DOA only contact manufacturers directly for After-Sales Service .If 48 hours have passed since you received your product, unfortunately, we cannot offer you any form of compensation whatsoever. TheEcig.com. stresses heavily that all customers should check their orders and confirm everything is accurate. immediately after receiving the products. To be eligible for compensation, the error must be on part of TheEcig.com.. If you received what was ordered and want to change your mind or swap the product, unfortunately, such an act is not acceptable. If your situation is applicable, you will be eligible for compensation such as: Processing a return Resending the defective product or receiving store credit. TheEcig.com starter kits DOA may be returned for a replacement or Store Credit. Starter kits and all other theEcig.com products, excluding Coils, E-Liquid, Pods, Batteries and Glass products Disposables, are guaranteed to be free of manufacturing defects for (7) days from date of receipt. For health and sanitary reasons electronic cigarette Cartridges ,Coils , Pods ,Disposables, Tanks, Herbal products, Any Glass products and E-Liquid are not returnable and have no warranty. Customers MUST return All defective Products within 14 days. Customers will then receive their choice of either a Replacement or Store Credit. (Minus Return Shipping).NO REFUNDS. Please note: All returns must be received back to our warehouse in new, UNUSED condition. There are absolutely NO EXCEPTIONS if your product has been used. If you return a used opened product you WILL NOT be refunded or exchanged and you will be banned from our website.
Determining warranty coverageIn order to determine whether or not your device is covered by our warranty, we’ll have to work through a comprehensive troubleshooting process. We have two big reasons for doing this. Firstly, most warranty claims are not actually defective units. They’re usually fairly simple issues that can be resolved with the guidance of our vape experts. Secondly, in order for returns to be processed with our suppliers and manufacturers, we have to meet some very strict conditions. General inquiry:
Visual inspection:
Troubleshooting:
ExchangesIf your item is covered under our warranty, you are eligible to exchange it for a sealed item of the same SKU (if the item is in-stock), a SKU of equal value, or store credit. Wrong Product(s) PurchasedTheEcig.com does not reimburse or compensate for customer errors. Please note that you have ordered the wrong product color, size, nicotine or options. Double check your order and items and read the product descriptions. The customer is responsible for providing us accurate shipping and billing information. No refunds or exchanges will be issued should the customer provide incorrect shipping or product information or selections. Final Sale ProductsBecause a large percentage of vaping products are consumable/cannot be officially refurbished, their manufacturers do not accept returns. So vape store policies have to reflect this as well. As such, the following products are final sale:
Underage PurchasesAll products sold on TheEcig.com are intended for adults. A signature and proof of age (21, 19, 18 Dependent on your location) will be required upon receipt of your package. If your signature and proof of age are not collected during delivery, your package will be sent back to our warehouse and you will not be eligible for refund on final sale items, all eligible items will incur a 50% restocking fee or store credit. So unless you are of age, please do not order any products from our website. Processing ReturnsTroubleshootingOnce we receive your product, our team will asses the damage and warranty coverage. If the device is functioning as intended you will need to cover the shipping cost back to you. Return shipping costsOnce your return request is approved, you will receive further instructions and you may ship the items back to us. You are responsible for shipping costs associated with your return. We will cover the shipping back to you. You have 14 days to return your products. If 14 days has passed your return will be closed and no return is possible If you received free shipping on your order, we will deduct our shipping costs from the return amount.
*SHIPPING COSTS ARE NOT REFUNDABLE CANCELLATION POLICY
Please Note: In an effort to process and ship orders as quickly as possible in accordance with our SAME DAY SHIPPING promise, we cannot guarantee that your cancellation request will be accepted. Because of our "Fast and Free" shipping process, your order may have already been processed and shipped by the time you submit a cancellation request.
Cancelled orders are subject to a 7% restocking fee due to the credit card processing and age verification fees incurred in the process of taking your order. This means that if your cancellation request is accepted, you will receive a refund minus 7% of the total order value. For example, if your order was $20, you will receive a refund in the amount of $18.60. Note: TheECig.com reserves the right to cancel and refund your order without notice. We have a Zero Tolerance Policy on underage vaping and credit card fraud, return fraud, and comprehension of our return policy. If you are unsure about our policies and procedures contact us before you order. If you chargeback an order that has shown to be delivered, we will not allow you to purchase from our site in the future. Fraud: We reserve the right, to actively report and/ or prosecute actual and suspected credit card fraud, return fraud, product swapping fraud. Should there be a need to, it is in our discretion to require you to provide additional authorization from you such as telephone confirmation of your order, and possibly other information as well. We also reserve the right to cancel, delay, refuse the shipment of, or recall form the shipper any order we suspect is fraudulent. During the ordering process, we capture certain information, and this includes date, time, IP address, and other information that is used to locate and identify individuals who are committing fraud. We also video record the packaging of every order to use as evidence Should any order through our Website be suspected of fraud, we reserve the right, though we undertake no obligation, to present all records, with or without subpoena, to all necessary law enforcement agencies as well as to the credit card company for the investigation of fraud. We also reserve the right to cooperate with the authorities to prosecute offenders to the fullest extent of the law. International shipments: May take 1-2 weeks or more in some cases. We make every effort to make the package as non E-cig as possible. Notice to international customers. All items are shipped by USPS Priority or First class International. There is no tracking for international orders in either case. (If it gets lost we have no way to find it). Your package may take 2-3 weeks to arrive (sometimes longer). If you choose Priority you will probably get your package faster. If you have an item shipped and it gets lost or held up in customs we are not responsible to either re-ship or refund. People try to take advantage of e-cig suppliers and say they did not get the package. If your package is lost or taken by customs theEcig.com will not be responsible for the loss per TheEcig.com terms and conditions. Author: John Vesey |