At Supa Vapes, we are dedicated to providing our customers with top-quality products that meet their expectations and deliver the desired experience. Terms defined in our warranty policy determine eligibility for the returns and exchange policy.
Our commitment to customer satisfaction is paramount, and we strive to promptly address any concerns or requirements. Prior to making a purchase, we kindly ask that you review the following information to ensure a clear understanding of our Return and Exchange policy.
The following details the terms and conditions of the SupaVapes Return and Exchange policy. By placing an order on SupaVapes.com, the user agrees to these terms and understands the resolution of any issues is at the sole discretion of the SupaVapes staff as they see fit for the given situation.
Aggressive language or threats will violate this agreement and the end user will wave all rights and recourse provided by the policy. Additionally, SupaVapes reserves the right to refuse service to any accounts or individuals who are deemed abusive of our staff or of the protection provided by the policy with no legal recourse.
It is highly suggested that you thoroughly inspect your order upon delivery. Elements of the Return and Exchange policy are time sensitive as defined in the warranty and action should be taken immediately to correct the issue to avoid falling outside the coverage period.
Damaged or delays packages
If your order is damaged during shipping, we may require a photo of the damaged product for quality assurance and feedback to our shipping and delivery services. Whenever possible, please take a photo of the damaged package exterior before opening it.
Shipping of all orders on SupaVapes.com is handled by a third party shipper. Damage to the packaging does not immediately qualify an order for replacement or reimbursement provided the contents of the packaging are undamaged. If a product is damaged and still fall under the coverage period, please contact services@supavapes.com and we will work with you to file a claim with the shipper. Additional actions may be taken by the SupaVapes Staff in order to correct these issues at their discretion.
Shipping delays may occur due to factors beyond SupaVapes control. Estimated delivery times are not a guarantee and SupaVapes cannot be held accountable should the package not arrive during the estimated period. If you suspect your package may have been lost or stolen, please contact us and we will work with you to resolve the issue. Please be aware that estimates are given in "business days" which exclude weekends and holidays.
Order Discrepancies/Errors
If there are any discrepancies in your order or the products you receive, please contact our customer service team at services@supavapes.com. Provide your order number and a photo of the packing slip to expedite the correction process.
Return Eligibility
To be eligible for a return, please ensure that your item meets the following criteria:
- The item must be in the same condition as when you received it, unworn or unused, with all tags attached and in its original packaging.
- For Mods, tanks, or coils, pouring any liquid inside or having cosmetic damage on the machinery will void the chance to return the item and receive a refund.
Please retain the receipt or proof of purchase.
Please review our Warranty page for detailed coverage for all products and how to proceed with reporting an issue.
Exchanges
For a quick and efficient exchange, we recommend returning the item you wish to exchange. Once your return is accepted, you can make a separate purchase for the desired item. In the event of purchasing the wrong item, without any cosmetic damage and in unused condition, we will accept the return. However, please be aware that a 15%-50% non-refundable restocking fee may be applied based on the specific situation, which our team will handle on an individual case basis.
Refunds
Upon receiving and inspecting your return, we will notify you of the approval status for your refund. If approved, the refund will be processed automatically to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund. For more information, please see the "Warranty" policy.
Exceptions and Non-Returnable Items
Certain consumable items cannot be returned to us and should be dealt with directly through the respective manufacturers. Brand names such as SMOK, VooPoo, Vapresso, Uwell etc., which we carry, are all 100% authentic items and should be handled through their customer service channels. Unless otherwise stated, all the items we carry are 100% authentic.
Initiating a Return
To start a return, please contact us at services@supavapes.com. We kindly ask that you provide a video demonstrating the device's issue, along with relevant pictures. If your return is accepted, we will provide you with a return shipping label and detailed instructions on how and where to send the package. Please note that returns sent without prior authorization will not be accepted.
For any return inquiries, please feel free to reach out to us at services@supavapes.com.