Overview
Refunds, Exchange, and Returns Policy
PLEASE READ OUR RETURN POLICY IN ITS ENTIRETY BEFORE FILING A RETURN….
Our return policy lasts 30 days from the date of purchase. Returns are not accepted past 30 days unless approved by a staff member due to an extenuating circumstance.
Custom Vapors inc accepts returns from customers for up to 30 days from date of purchase. This is a generous time frame for returns and allows ample time for you to test the item for defects.
Return and Exchange Process:
File a Help Request through our Customer Support Portal
When filing your request, please fill out the necessary information that is requested in the Help Request Ticket Form
You will need:
1. Your Full Name
2. Order Number
3. Date of Purchase (Not Date of Delivery)
4. The name of the product you are returning – Include Brand, Model, and Color if Applicable
Reason for Return – DESCRIBE THE ITEM’S DEFECT
5. Your Mailing Address
Type of return – ie: (Defective Item, DOA, Wrong Item, or Buyer’s Remorse)
Exchange type request – ie: I would like the same item exchanged or if you’d like credit towards an alternate item or Refund if your product qualifies for buyer’s remorse.
Exchange Option Number (1 or 2) Which is explained below
Exchange Pre Purchase Order # If Return Option 2 is selected – Also Explained Below
*Please Note that you may be asked to provide photo or video proof of the item’s defect. This typically applies to major visual defects or other extenuating circumstances. It is not a common practice but please know that we may ask for this at any time and have the right to do so.
NOTE: YOU MUST INCLUDE YOUR NEW ORDER NUMBER IN YOUR RETURN REQUEST IF YOU DECIDE ON EXCHANGE OPTION 2. WE WILL NOT SEND YOU A RETURN LABEL OR RMA WITHOUT PROOF THAT YOU’VE ALREADY PURCHASED YOUR EXCHANGE ITEM – PLEASE SEE EXCHANGE OPTION DESCRIPTIONS BELOW
Exchange Options:
Option 1 –
CustomVaporsinc will provide you with a return label and RMA Number within 24-48 hours of receiving your request. You are then responsible for carefully packaging the device and using the provided label to ship the item back to us. Once we’ve received the item, we will need 24-48 hours to inspect and process the return. We will review your return request respond to your request in our Support Portal to fulfill your exchange based on the type of exchange you’d like. After this process is finished, we will package your exchange and email you the new tracking number for your exchanged device.
Option 2 –
This is for customers that would like their exchange item sent to them prior to the exchange process being completed and who wish to circumvent the turnaround time for exchanges. You must simply purchase your exchange item from our website with your own funds. Once you’ve done this please include this order number in your return request in our Support Portal.
After we’ve received your return request along with proof that you’ve already purchased your exchange product, we will provide you a return label along with an RMA number. You are then responsible for carefully packaging the device and using the provided label to ship the item back to us. Once we’ve received the item, we will need 24-48 hours to inspect and process the return. We will review your return request to fulfill your exchange based on the type of exchange you’d like. After this process is finished, we will simply refund the total amount of the returned item to the original form of payment used to make the purchase.
Simply put, you buy the exchange item yourself and send us proof of doing so, then when we get your defective device we will provide a refund to the original form of payment used.
Qualified and Excluded Products:
Due to the sensitive nature of their design, and obvious safety reasons, we do not accept returns on the following items:
eLliquids
Used/Opened Tank/RDA/RDTA systems.
Cartomizers
Batteries
Chargers
In order for your defective item to be eligible for exchange or credit, it must meet the following requirements:
Must not show signs of physical damage or severe scratching
Cannot be returned for minor visual defects, such as minor scuffs, or discoloration
All accessories included in the purchased package must be sent in with the defective device
Please pack your return well. We cannot give full credit on devices that are damaged during transportation back to us due to poor packaging
If damage during transportation is clearly the fault of the carrier, you will not be held liable for damage as long as the item was packed with care
Must not be on the list of non-returnable items
Refund and Exchange Policy:
Custom Vapors Inc does not provide refunds. We only provide a direct exchange for defective items or credit towards an alternate device. DOA, wrong items, or Buyer’s Remorse items are the exception to the rule. Our DOA and Buyer’s remorse policy is outlined below.
DOA, Missing, & Wrong Items:
All Dead on Arrival items, Missing components, or Wrong Item claims must be reported back to us within 72 hours from the time of delivery. Please inspect your items carefully upon receiving it, it is important you use the time allotted to check if the item is DOA. We will only accept returns from the excluded item list if it is a DOA item and is reported within the 72 hour time frame.
The warranty excludes coverage for damage resulting from accident, disassembly, customized modification, or user-error.
Again, we do not exchange catomizers, atomizers, tanks, rebuildables (RDA), rebuildable tanks (RTA), coils, drip tips, batteries, chargers, disposables, or any similar product unless notified it was DOA within 72 hours of delivery.
Buyer’s Remorse:
Please not that we do not accept returns on items that are not defective but are opened or used. This would be considered “Buyer’s Remorse”.
We only accept buyer’s remorse returns if the item is unopened and unused in its original packaging and out plastic seal. In other words, you must return it the way you received it if you would like to return something under the Buyer’s Remorse Policy
In order to start a return, you must use our Customer Support Portal and file a Help Request for Returning an Item. you will receive an RMA (Return Merchandise Authorization) number as well as a return label, this will be required to send your items back. Postmarked within the 30-Day window, the RMA number needs to be written clearly on the exterior of the package. Without this number, our shipping department will disregard the package altogether. (Our new shipping platform puts the RMA number on the label so you shouldn’t have to worry about this.
If your item is defective and is not listed as a non-returnable item, the item is eligible for exchange or credit towards a new device.
Order Cancellation
For order cancellation requests, you must use our Customer Support Portal and file a help request to cancel your order. If the order has already been shipped, we will not be able to cancel the order.
Compatibility:
We do not guarantee compatibility between items. If you have any questions about compatibility please do your research or ask before placing your order. We will not accept returns due to incompatibility.
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.
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 info@CustomVaporsinc.com
Sale or Clearance items (if applicable):
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We cannot guarantee we will have the exact item available for exchange if you’ve purchased a clearance item. Clearance items are not restocked, and if we’ve sold out of the item between the time of your purchase and the time that we process your exchange, you will be contacted and asked to select an alternate item.
Disclaimer:
CustomVaporsinc.com (Custom Vapors inc) will not be held responsible or liable for any injury, damage, or defect, permanent or temporary that may be caused by the improper use of a LI-ION battery. Please have a basic understanding of the batteries you are using and how to care for them properly.
Shipping:
CustomVaporsinc.com covers all shipping costs related to returns and exchanges.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If an item is lost or damaged, please contact us and we will conduct an investigation that may take up to 30 days. Based on the information provided and tracking data from the respective carrier, the time of investigation may vary. Note: We are not responsible for lost, stolen or otherwise damaged products returned to CustomVaporsinc.com. If we recognize the package has been damaged, or the products being returned are missing or not our product, we will notify you within 24-48 hours of processing your return.
NOTE: IF YOU SENT AN ITEM FOR RETURN AND THE ITEM DOES NOT QUALIFY FOR A RETURN. YOU WILL WANT THE ITEM BACK BECAUSE WE WILL NOT REFUND YOU. IF YOUR DISQUALIFIED RETURN NEEDS TO BE SENT BACK, YOU WILL BE HELD RESPONSIBLE TO PAY SHIPPING FEES TO GET THE ITEM BACK TO YOU. WE WILL NOT SEND A DISQUALIFIED ITEM BACK UNTIL SHIPPING COSTS ARE PAID. IT IS YOUR RESPONSIBILITY TO THOROUGHLY READ THE RETURN POLICY. IF YOU ARE UNSURE IF YOUR ITEM QUALIFIES FOR EXCHANGE OR RETURN PLEASE CONTACT US BY PHONE OR EMAIL PRIOR TO SENDING IN YOUR DEVICE.
Refunds
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.
Late or missing refunds
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 {email address}.
Sale items
Only regular priced items may be refunded. Clearance Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customvaporsinc@yahoo.com and send your item to: 1005 W US highway 92 Ste A Seffner Florida 33584.
Gifts
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 themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: 1005 W US highway 92 Ste A Seffner Florida 33584.
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 returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
To Contact us please email customvaporsinc@yahoo.com or call us directly at (813) 438-8950 for questions related to products, refunds, and returns.