Please contact us immediately if there is an issue with your purchase upon arrival. We will be gladly to work with you on any issue that may have happened in transit to your location. Please have your order number ready so we can expedite refund/return process.We are not allowed to refund items that aren't in compliance with local laws.
Our general warranty comes into effect the moment you purchase something from us, and remains in effect for 30 calendar days from purchase.
Please inspect your items carefully before you leave the store, as wear and tear, scuffs, and scratches will automatically void your warranty.
Customers are responsible for return shipping costs to us. VapeLoft will handle the shipping cost associated with replacing your defective devices. You may submit return/support ticket by emailing us here.
If you received free shipping on your order, our shipping costs will be deducted from your refund/credit.
Orders that are shipped will incur a 10% restocking fee.
What is NOT covered:
Cosmetic issues:
Software issues:
What IS covered:
All of this comes down to your device being defective. Basically, if you received a lemon, we’ll have no issues switching it out for you. But if your device has any visible damage or signs of improper usage, we won’t be able to offer a replacement. This is because none of our suppliers will accept returns on visibly damaged or misused items. So to avoid potential issues, please inspect your device and test it as soon as you purchase it.
Determining warranty coverage
In 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:
Troubleshooting:
If you are visiting one of our stores, keep in mind that this process may take up to 30 minutes. So please plan your visit accordingly. If you are submitting a return online, this process may take up to 7 business days.
If 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.
Sealed items:
Items still sealed in the original manufacturer’s packaging can be returned for store credit or within 30 days of purchase. Receipt must be present to process returns. Product serial number must match to the serial number on the receipt. Please note that returns are subject to a 10% re-stocking fee, deductible from your store credit.
Final Sale Products:
Because 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 Purchases:
All products sold on vapeloft.com are intended for adults. A signature and proof of age (21, 19, 18 Dependant 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. So unless you are of age, please do not order any products from our website.
Processing Returns
Troubleshooting:
Once 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 costs:
Once 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. If you received free shipping on your order, we will deduct our shipping costs from the return amount. *SHIPPING COSTS ARE NOT REFUNDABLE
Credit Card Transactions:
If you used your VISA, VISA Debit, MasterCard or AMEX, a refund will be processed to the card used.
Interac E-Transfer (Canada Only)
If you used Interac E-Transfer for your transaction, the refund will be in the form of store credit. We are unable to send outgoing e-transfers.
Of course, anything at all used is not acceptable in any circumstance- please do not bring your used items back into the store. It's probably breaking a law, and constitutes paraphernalia at that point, and we will politely ask you to not bring that out in our store.
Returns for these things can be 'tricky'- but we will do our best to work with you. Our customers are very important to us and we understand the nature of these products and what conditions qualify returning or exchanging them.
Thank you for your patronage- and if for whatever reason you aren't happy please give us a call at 859.951.8294 so we have a chance to make you happy for shopping with us.
Our shop is operational- but some items are still being uploaded
