Please read our FAQ page before assuming an item is defective, you may find your answer there. Our products may require maintenance or minor adjustments. This doesn’t mean that the product is defective. If the FAQ is unable to answer your questions, contact us at email@example.com
14-Day Warranty, DOA and Wrong Item Claims
Please contact our customer service team by email at firstname.lastname@example.org with a description of the problem along with your order number (by the allotted time listed below). Your order number can be found on your receipt. If the issue cannot be resolved by email, we will send you instructions on how to send the item back for replacement along with a return authorization (RMA) number. Replacements are ONLY shipped after the defective item is shipped back to us with a RMA number. “Dead on Arrival” (DOA) and “Wrong items” claims must be reported to us within 72 hours (3 days) from the delivery date and time. “14-day” Warranty” claims must be reported and returned to us within 14 days of the delivery date.
Your package must be postmarked within 5 days of receiving your return authorization (RMA) number. We will only replace defective items with working items of the same model.
**Please test all products for defects upon receiving your order; especially when ordering in bulk. Please notify us immediately if an item is DOA/defective.
All Products (unless specifically stated otherwise), carry an implied, industry-standard 14-Day warranty against defects due to manufacturing or failure. Warranty does not include any use of the product that does not fall into the designed use of the product as intended by the manufacturer. (I,E Dropping the item and breaking them, pulling them apart or tampering with the received product in its original state). The 14-Day warranty begins on the day the product is delivered and not on the day it was put to use.
**Items not covered under our 14-day warranty: Cartridges, cartomizers, e-Liquid and clearance items.
Scratches and discoloration are considered normal wear and tear and is not covered by warranty.
30-Day Warranty on the following items:
Steam 900 mah batteries
60-Day Warranty on the following items:
Steam STM-2 models (Mod only 14 day in house replacement, after the 14 day the mod will be sent to manufacture to be repaired or replaced. Keep the purchase order, if the mod becomes defective then you will need to send it with your unit in order to be replaced or repaired. This only covers the inner workings of the mod and NOT the appearance.
Dead on Arrival (DOA)
Cartomizers, Coils-Atomizers ,Clearance items and eLiquids are NOT covered by our DOA warranty. Due to the fact we can’t test these items before they leave our facility. Batteries, Chargers and adapters are covered. Because these can be tested before they leave our facility. DOA items must be reported to us within 72 hours (3 days) of receiving the items.
You may have noticed that most vendors have a very restrictive return policy on Coils and you might think this is odd or unfair. There are two main reasons for this policy.
The first reason for this policy is the unknown. We do not know what battery, mod or other devices you are putting these items on (telling us does not solve this problem). Unregulated Power Voltage like High end mods ( where you run the voltage higher than the recommended setting), bad batteries, the wrong device, incompatibility, shorts in connectors, poor threading, deeper wells, and different types of liquids all can cause a Coil head to malfunction, or the coil to pop, (burn out) or otherwise not function properly.
In addition, you can be using an improper voltage or even a high ratio of VG in your liquids which causes some devices not to wick fast enough, burning out your coil faster than you’d like. Thick liquids do not wick as well as thinner liquids. Lower ohms create a higher heat witch puts stress on the coil and a warmer vape (Causing a “burning” taste). Lower ohms on a high voltage device can kill a coil quickly. Battery issues can also cause problems as well as shorting the coil out and things of that nature. Because we can’t be sure of what you are doing with your items or what has happened to them once you received them. We can’t offer warranties on coils.
If you received a bad coil(s) and it’s not your setup then purchasing a new pack will rectify the situation. It’s certainly a bummer that some coils don’t give you the value you wanted but our manufacturers generally put out solid items and the chances of it happening again (if it’s not your setup) are low.
The second reason for this policy is habitual replacement. Aside from the reasons above, there is also the potential for us to then be liable for every small inconsistency you may report. If we replace your coil or pack of coils today because they didn’t last as long as the last coil or pack of coils, you will ask us to replace your coil or pack of coils the next week and so on so forth. So in every instance where you might have had an issue, you might ask us to replace them. If we were to have an open coil replacement policy you can imagine how this could quickly spiral out of control. We would then be in the business of selling one coil or pack of coils and replacing them indefinitely. If you feel our policy is not fair, there is a solution, do not buy them here. We are upfront about this policy. Most vendors have this same policy.
If you receive more than one poorly performing coil and it continues to happen on multiple coils packs the problem is more than likely something in your setup rather than the coils.
We are sorry that bad coils do happen. We know this and it’s unfortunate, we wish all coils were perfect but they are not, some will not perform the same as others, some will not last as long, but it’s exceeding rare for anyone to get more than one “bad” coil in a pack, we try to keep the coil prices as low as we can to make up for this potential manufacturing issue. You should know upfront that bad coils are part of the process; we have a very open policy on devices but not coils.
Order Cancellation Policy
Please submit any cancellation via email to email@example.com. Once the order has been shipped, we will not be able to cancel your order.
Compatibility of products
We do not guarantee that our parts and products are compatible with those of other manufacturers (what we sell or carry in our store) or suppliers.
All sales are final. We do not offer refunds or exchanges on any of our products regardless of whether they have been used or not. Please choose carefully. If you have any question about our products, please contact us by email (firstname.lastname@example.org) before placing an order.