Refund policy
Returns :
At Quality Vapes, we value your satisfaction, and we understand that circumstances may change. You have the flexibility to return products within 30 days of receiving them, subject to the following conditions:
- The items must be unused and in their original manufacturer's packaging.
- You must include a physical copy of the receipt with the returned products.
Whether you made your purchase in-store or online, these terms apply to all returns. We want you to have complete peace of mind when shopping with us, and our return policy ensures you can confidently explore our products without any worries.
E-liquids, coils, drip tips used/unused tanks and atomizers are considered final sales. No returns, exchanges or refunds are accepted due to hygienic reasons.
At Quality Vapes, we stand by the quality of our products. In the unfortunate event that you receive a defective or dead on arrival (DOA) item, we have you covered. Simply return the product with the original receipt, and we'll carefully inspect it to verify the issue.
If the product is indeed found to be defective, we offer two options for resolution:
- Replacement: We will gladly provide you with a replacement for the defective product.
- Refund: In the event that a replacement is unavailable, we will process a refund for the affected item.
Please ensure that the return is made within 30 days of receiving the product, adhering to the following guidelines:
- For in-store purchases, the 30-day period starts immediately upon receipt.
- For online purchases, the 30-day period begins upon the package being signed for and received.
We want to assure you that our team is dedicated to resolving any issues promptly and ensuring your satisfaction with our products. Your trust in Quality Vapes is of utmost importance to us, and we're committed to providing exceptional customer service.
E-Liquid Returns
At Quality vapes , we prioritize the safety and quality of our products, especially when it comes to e-Liquids. For this reason, e-Liquid purchases cannot be returned for any reason. We understand that some of our products feature tamper-evident caps; however, we cannot accept returns even with these caps intact. Our commitment to our customers is to provide products straight from the production line, ensuring their authenticity and quality.
While we have full trust in our customers, we maintain this policy to demonstrate our dedication to selling unaltered products and upholding the highest standards of product integrity. It is not our intention to doubt our valued vapers, but rather to assure everyone that we take product authenticity and quality seriously.
If you believe that your e-Liquid does not meet the expected standards, we encourage you to reach out to us at sales@qualityvapes.ca with the following information: order number, the specific e-Liquid in question, and the batch number located on the side of the bottle. Our diligent team will thoroughly review the batch in question for any possible discrepancies and promptly follow up with further details and instructions. Your satisfaction and safety are of utmost importance to us, and we are dedicated to addressing any concerns you may have with the utmost care and professionalism.
In-Store Returns
For items purchased in-store that qualify for a refund, they must be returned to the original retail location of purchase. Qualified refunds will be processed back to the payment method used for the purchase, with the following exceptions for debit payments:
- Debit to Cash: Refunds for debit payments will be issued in cash.
- Credit to Credit: Refunds for credit card payments will be returned to the same credit card used for the purchase.
- Cash to Cash: If the original payment was made in cash, the refund will also be provided in cash.
Additionally, for items eligible for a refund, exchanges are possible. If the value of the exchanged item is less than the original purchase, the customer will receive a refund for the difference. We want to ensure a smooth and satisfactory shopping experience for our in-store customers, and our return policy aims to accommodate their needs with utmost convenience.
Online Returns
For products that need to be returned by mail, they should be sent to the Quality Vapes Head Office for inspection at the customer's expense. If the product is found to be defective, we will promptly send a replacement or issue a refund/store credit if a replacement is unavailable. However, if the product is determined to be non-defective, it will be shipped back to the customer at their request and expense.
Please note that during the return process, if we discover that your device or product has become defective due to user error, neglect, or accidental damage such as water or impact, we regrettably cannot accept the product for return.
In the event of returning unopened products, any shipping fees already incurred by Quality Vapes will be deducted from the return/refund at our discretion.
The mailing address for returns is as follows:
Quality Vapes
Return Department
205 Oxford Street East #103,
London, ON, N6A 5G6
For online purchases that qualify for a refund or return based on the criteria mentioned above, the refund will be issued to the same payment method used for the initial order. Unfortunately, we are unable to process refunds to any form of payment other than the original credit card used for the purchase.
If you made your purchase using Interac E-Transfer or Debit Card, you will receive store credit in the form of a discount code, as we are unable to issue refunds via Interac E-Transfer or Debit Card. We strive to make the return process as smooth and efficient as possible, and we appreciate your understanding regarding our refund policies for different payment methods.
Incorrect Order
In the unlikely event that you receive your Quality Vapes order with a missing, damaged, or incorrect item, please promptly notify us at sales@qualityvapes.ca. Rest assured, we meticulously process, itemize, and double-check all our shipments, but on rare occasions, errors may occur. Your satisfaction is our priority, and we want to resolve any issues as quickly as possible.
For a smoother resolution process, we may request photos or identification numbers of the incorrect or damaged items before sending you replacements. In some cases, we may also ask for the return of the items. Nevertheless, please be assured that we will do everything in our power to ensure you receive the correct and undamaged products you ordered.
Manufacturer Contact
In the event that you are out of warranty, and we were unable to troubleshoot the problem for you, we recommend reaching out directly to the manufacturer. Some manufacturers offer extended warranties that may apply to your product, providing additional support and assistance. We want to ensure you have access to the best possible solutions, and the manufacturer may offer options beyond our scope of assistance. Rest assured, we are here to guide and support you throughout the process.
Warranty does not cover improper usage of the items bought if failure to follow its operating instructions, accidents, misuse, mishandling and unauthorized alteration or modifications made to the original device by conducting etching, refinishing, loss or damage to its internal components or cross threading. Dropping and breakage of units leading to internal damages is also not covered. Any items sent back to the store without the approval of Quality Vapes will not be refunded and the item(s) will be returned at the customers expense.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@qualityvapes.ca. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@qualityvapes.ca.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like E-liquids, coils, drip tips used/unused tanks and atomizers are considered final sales. No returns, exchanges or refunds are accepted due to hygienic reason. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
CANCELLATIONS
Orders cannot be canceled once the shipping label has been printed. If you wish to cancel an order before the label is printed, it will incur a minimum 5% transaction fee plus a $10 handling fee.
For underage purchases or failure to provide requested photo ID for age verification, refunds will not be issued. Refer to our Terms of Service for further details.
