Refund policy
OUR PHILOSOPHY
We handle returns and exchanges on a case-by-case basis with the aim of ensuring customer satisfaction with their purchases. Please be patient and we kindly ask customers to thoroughly test the products and provide troubleshooting tips to expedite issue resolution.
STANDARD RETURNS
We are happy to accept returns of unused, unopened merchandise purchased from our website within 30 days of delivery for a refund. Returns that do not meet our policy criteria will not be accepted and will be sent back to the original address of the order.
For hygiene and safety purposes, the following items cannot be returned once opened or used:
- E-liquids
- Disposable electronic cigarettes
- Cannabis products
- Rechargeable electronic cigarettes
- Food items
For products with special sealing, such as candies, returns will not be accepted if the seal is broken.
WARRANTY SERVICE
Hardware devices purchased directly from our website come with a limited warranty of 30 days from the date of delivery. Contacting our department for the first time does not extend the warranty period. You can also contact the manufacturer directly for post-purchase support and to extend the warranty period.
The products covered within our 30-day limited warranty include:
- Vaporizers (e.g., RDA and atomizers)
- Disposable electronic cigarettes
- Cannabis products
- Rechargeable electronic cigarettes
- Food items
To qualify for service within the warranty period, you must contact us at [email protected] or use the contact form to initiate the return process within 30 days of the original delivery. We do require defective items to be returned to our facility before issuing a refund.
The 30-day limited warranty does not cover damages caused by accidents, misuse, disassembly, custom modifications, or user errors. Additionally, indirect and consequential damages are not covered under this warranty.
Note: Some manufacturers may require the warranty card included in the packaging for warranty service. Please do not discard the packaging contents.
DELIVERY LSSUE POLICY
Claims for damaged, lost, or incorrect items must be reported to us within 48 hours of delivery. Please carefully inspect the items upon receipt, as it is your responsibility to check and notify us of any issues or damages within the specified time. You may be asked to return incorrect items to our facility and/or provide an affidavit to proceed with the process.
Damaged or defective products reported to us after 48 hours of delivery will not fall within our policy coverage.
Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and are not covered under warranty.
ADDITIONAL INFORMATION
We do not guarantee compatibility between items. If you have any compatibility concerns, please research or reach out to us with questions before placing an order. We do not accept returns due to incompatibility.
For refund, exchange, or replacement requests, please contact our Returns Department via email: [email protected]. Please provide your full name, order number, phone number, and reason for return. You may be asked to provide pictures or videos as evidence of the issue. If the return is approved, you will receive further instructions regarding the return package.
Please do not use regular envelopes or paper-based materials to ship items back, as they are not sufficient packaging and may result in the loss or damage of the item during transit. Padded envelopes or boxes are required. Poor packaging of the returned product may result in your return being denied. Additionally, please do not ship the return package to the address on the package, as it may be one of the carrier's transit warehouses and different from our operational facility.
This warranty gives you specific legal rights, and you may also have additional rights that vary by state.
RETURN SHIPPING COSTS
Regarding return shipping costs, customers may be responsible for the expenses of returning the item to us. We do not provide replacements as defective items will result in a refund being issued to your account. Adult signature services, routing fees, and all shipping costs are non-refundable.
REFUND PROCESS
Refunds can be issued back to the original form of payment (credit card, debit card, etc.). SMOtopia is not responsible for refunds if the cardholder no longer possesses the prepaid card or if the credit card has been canceled.