Quality Vapes Return, Refund & Cancellation Policy

At Quality Vapes, customer satisfaction is important to us. We aim to provide a fair, transparent, and straightforward return and refund process for purchases made online and at our retail locations.

Please review the following policy before making a purchase.

1. 30-Day Return Policy

Quality Vapes accepts returns of eligible products within 30 days, subject to the conditions and exclusions outlined below.

• In-store purchases: The 30-day return period begins on the original purchase date.

• Online purchases: The 30-day return period begins on the date the order is delivered.

To qualify for a standard return:

• The product must be unused, unopened, and in its original manufacturer's packaging.

• All original accessories, components, and packaging must be included.

• A valid receipt or proof of purchase must be provided.

• The product must not fall under our final-sale or non-returnable categories.

• The return request must be submitted within the applicable 30-day period.

All returns require prior approval from Quality Vapes. Products returned without authorization may be refused.

2. Final-Sale and Non-Returnable Products

For hygiene, safety, and product-integrity reasons, the following products are considered final sale and are not eligible for standard returns, exchanges, or refunds:

• Disposable vapes

• Prefilled vape pods

• E-liquids and nicotine salts

• Coils

• Drip tips

• Tanks and atomizers, whether used or unused

• Products marked as final sale

• Sale and clearance items

• Gift cards

These restrictions apply even if the packaging remains unopened, unless otherwise required by applicable law.

Final-sale products are not eligible for change-of-mind returns or exchanges based on personal preference, flavour selection, or purchasing the wrong item.

Claims involving manufacturing defects, incorrectly supplied products, or other legally protected circumstances are addressed separately under this policy and applicable consumer protection laws.

3. Defective Products and Warranty Claims

Products that have been used, opened, or found to be defective are not eligible for ordinary change-of-mind returns.

If you believe your product has a manufacturing defect or was dead on arrival (DOA), please contact our customer support team before returning or disposing of the product.

Email: sales@qualityvapes.ca

Please provide:

• Your order number or proof of purchase

• Product name and relevant details

• A description of the issue

• Photos or a short video demonstrating the problem, where appropriate

• The product's batch or serial number, if available

Our team will review the information and may provide troubleshooting assistance, request additional documentation, or arrange an inspection where appropriate.

Approved manufacturing-defect claims may be resolved through an applicable manufacturer warranty, repair, replacement, refund, or another remedy appropriate to the circumstances and required by law.

Do not mail defective or used vaping products to us without prior authorization.

Warranty exclusions

Damage or malfunction resulting from the following circumstances is generally not covered by our voluntary warranty assistance:

• Improper use or failure to follow operating instructions

• Accidental damage, drops, impacts, or breakage

• Water or liquid damage caused by misuse

• Negligence or improper handling

• Unauthorized repairs or modifications

• Damage to internal components caused by user error

• Cross-threading or improper assembly

• Normal wear and tear

These exclusions do not limit any warranties or remedies that apply under consumer protection legislation.

4. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

Customer-Requested Returns

If an eligible product is returned because the customer changed their mind, ordered the wrong item, selected the wrong product, or otherwise made a purchasing error:

• The customer is responsible for return shipping costs.

• Original shipping charges are non-refundable, except where required by law.

• The customer is responsible for any additional shipping charges associated with an approved exchange.

• If the original order qualified for free shipping, actual outbound shipping costs may be deducted from an approved discretionary refund where disclosed during return authorization and permitted by law.

Customers should use a tracked shipping service for mailed returns. Quality Vapes is not responsible for return packages lost or damaged before they reach our facility, except where responsibility rests with Quality Vapes under applicable law.

Quality Vapes Errors

If the return is necessary because of a verified mistake made by Quality Vapes, such as sending an incorrect product or failing to include an ordered item, Quality Vapes will cover the reasonable shipping costs necessary to correct the error.

Depending on the circumstances, we may:

• Provide a prepaid return shipping label

• Arrange a replacement shipment at no additional cost

• Reimburse approved return shipping expenses

• Issue an appropriate refund

Where shipping costs must be covered by Quality Vapes under applicable law, we will do so.

Please contact us before arranging a return shipment so that we can provide appropriate instructions.

5. In-Store Returns

Eligible products purchased at a Quality Vapes retail location must generally be returned to the original store where the purchase was made.

Customers must provide proof of purchase and ensure the product meets the return eligibility requirements.

Once the return is inspected and approved, the available resolution may include a refund, exchange, or store credit, depending on the circumstances.

For approved refunds, we generally process payments as follows:

• Credit card purchases: Refunds are issued to the original credit card wherever possible.

• Debit card purchases: Refunds may be processed through the original debit payment method or another appropriate method supported by the store.

• Cash purchases: Approved cash refunds are normally issued in cash.

Any refund required by law will be processed in accordance with the applicable legal requirements.

6. Online Returns

For eligible products purchased through our website, customers must contact Quality Vapes before mailing a return.

Email: sales@qualityvapes.ca

After reviewing the request, our team will confirm whether the product qualifies for a return and provide further instructions.

Approved mailed returns should be sent to:

Quality Vapes – Return Department
205 Oxford Street East, Unit 103
London, Ontario
N6A 5G6
Canada

Customers are responsible for return shipping when the return results from their own purchasing decision or error.

If the return is required because of a verified Quality Vapes fulfilment mistake, we will arrange or cover the appropriate return shipping costs.

Returned products will be inspected before a discretionary refund, exchange, or store credit is approved.

Products that do not meet the return eligibility requirements may be refused. Where permitted by law, customers may arrange to have refused products shipped back at their own expense.

7. Refunds and Store Credit

Once we receive and inspect an eligible returned product, our team will notify the customer of the outcome.

For approved discretionary returns, Quality Vapes may offer one of the following resolutions, depending on the circumstances:

• A refund to the original payment method

• Store credit for a future purchase

• An exchange for another eligible product

The available resolution will be communicated to the customer during the return approval process.

Store credit may be issued in the form of a discount code or another credit method supported by our store.

Where a monetary refund is required by law, store credit will not be substituted without the customer's agreement.

Refunds are generally processed through the original payment method whenever technically available. If a refund cannot be returned through the original payment channel, such as certain Interac E-Transfer transactions, our team will arrange an appropriate alternative refund method where applicable.

Once a refund has been issued, the time required for the funds to appear in the customer's account depends on the payment provider or financial institution.

Shipping charges and other applicable deductions will be handled according to the return reason, the terms disclosed to the customer, and applicable law.

8. Incorrect, Missing, or Damaged Orders

We carefully inspect and prepare orders before shipping. However, mistakes can occasionally occur.

If your order arrives with an incorrect product, missing item, or visible shipping damage, please contact us as soon as possible, preferably within 7 days of delivery.

Email: sales@qualityvapes.ca

Please include:

• Your order number

• A brief explanation of the issue

• Photos of the products received

• Photos of the shipping package, if relevant

Our team will review the situation and determine the appropriate resolution.

For verified packing or fulfilment errors made by Quality Vapes, we will cover the reasonable costs necessary to correct the mistake.

Depending on the circumstances, we may send the missing or correct product, arrange an exchange, or provide a refund.

The requested 7-day reporting period helps us investigate delivery issues promptly. It does not remove any consumer rights or remedies available under applicable law.

9. E-Liquid Returns and Product Concerns

Due to hygiene, safety, and product-integrity considerations, e-liquids and nicotine salts are final-sale products.

We do not accept ordinary returns or exchanges for e-liquids, including unopened bottles or products with intact tamper-evident seals.

If you believe an e-liquid has a manufacturing, packaging, or quality issue, please contact:

sales@qualityvapes.ca

Include your order number, product name, flavour, and batch number, along with a description of the concern.

Our team will review the information and may consult the manufacturer where appropriate.

Any remedy required by applicable consumer protection law remains available.

10. Exchanges

Exchanges are available only for products that meet our standard return eligibility requirements.

If you would like a different eligible product, please contact our team within the applicable 30-day return period.

When an exchange is approved:

• The original item must satisfy the return conditions.

• The customer is responsible for applicable shipping costs when the exchange is requested due to personal preference or a purchasing mistake.

• Any price difference between products must be settled.

• If the replacement item costs less, an appropriate refund or store credit may be provided according to the approved arrangement.

For online orders, returning the eligible product and placing a new order may be the fastest way to obtain a different item.

Final-sale products are excluded from ordinary exchanges, subject to applicable legal rights.

11. Order Cancellations

If you wish to cancel an online order, please contact us as soon as possible at sales@qualityvapes.ca.

Cancellation requests must be submitted before an order has been shipped.

Once a shipping label has been generated or an order has entered the final shipping process, cancellation may no longer be possible.

For customer-requested cancellations after processing has begun, a 5% transaction processing fee plus a $10 handling fee may apply only where these charges have been appropriately disclosed and are permitted by applicable law.

If an order has already shipped, an eligible product may be returned under the conditions of this policy.

If Quality Vapes must cancel an order because we cannot fulfil it, we will issue the appropriate refund without imposing customer-requested cancellation fees.

Nothing in this section limits a customer's statutory right to cancel an order or receive a refund without deductions where required by law.

12. Age Verification and Restricted Purchases

Quality Vapes complies with applicable federal and provincial age-verification requirements for vaping products.

We reserve the right to request valid identification to verify a customer's eligibility to purchase age-restricted products.

Orders may be cancelled or refused if:

• The customer is below the legal purchasing age in the applicable jurisdiction.

• Valid age verification cannot be completed.

• Required identification is not provided.

• The transaction would violate applicable laws or regulations.

If an order cannot be fulfilled because age verification fails, the refund will be handled in accordance with applicable consumer protection laws and payment requirements.

Any processing charges applied to a customer-caused cancellation must be legally permitted and appropriately disclosed.

Quality Vapes will not knowingly supply age-restricted products to an ineligible purchaser.

13. Manufacturer Warranties

Some products may be covered by a manufacturer's limited warranty.

Warranty eligibility, coverage periods, and claim procedures vary by manufacturer and product.

If a product develops an issue outside our voluntary return period, please contact us for assistance. Where applicable, we can help identify the manufacturer's warranty process.

Customers may also contact the manufacturer directly for warranty support.

Manufacturer warranties and our voluntary return policy do not replace or restrict statutory consumer warranties or legal remedies.

14. Important Policy Conditions

• All standard returns must be requested within the applicable 30-day period.

• Returns require prior approval.

• Products returned without authorization may be refused.

• Final-sale products are excluded from ordinary change-of-mind returns.

• Customers are responsible for costs resulting from their own purchasing errors, where permitted by law.

• Quality Vapes is responsible for correcting verified store fulfilment mistakes at no additional cost to the customer.

• Refunds, exchanges, and store credit are handled according to product eligibility, the circumstances of the claim, and applicable law.

Consumer Rights

Nothing in this policy excludes, restricts, or overrides rights, implied warranties, or remedies that cannot legally be excluded under applicable Canadian federal or provincial consumer protection legislation.

15. Contact Quality Vapes

If you have questions about returns, refunds, exchanges, warranty claims, or an order issue, please contact our customer support team.

Quality Vapes
205 Oxford Street East, Unit 103
London, ON N6A 5G6
Canada

Email: sales@qualityvapes.ca

Our team will review your request and help determine the appropriate next steps.