Please read our returns policy completely before you make your purchase, we want you to be 100% confident that your purchase is in the right hands.
Returns can be submitted no later than 30 days after receiving your product as per the tracking information.
Exceptions are given to certain brands per the manufacturer warranty:
Geekvape mods/pod systems: 90 day limited warranty
We gladly accept returns of unopened, unused, undamaged, or defective items purchased on our website for a refund with a few exceptions:
Due to the nature of such items and to protect our employees and customers safety we do not accept returns of any: tanks, atomizers, coils, E-liquids, batteries, replacement glass, drip tips, pods, disposables, or any product under the 'alternatives' category. This includes alternative brands like Yocan, SOC, ect.
No disposables will be acceptable for return, or refunded for any reason as these items are not backed by a warranty from the manufacturer.
If a non-defective item needs to be returned it must be unopened and unused. Any non-defective items that have been used or opened will not be accepted under any circumstances and are not eligible for return.
Defective hardware has a 30-day limited warranty and can be returned for refund. These items will be tested at our facility prior to a refund being issued. Defective Items must not show any signs of excessive wear and tear. The items must exclude damage as a result from accidents, abuse, disassembly, customized modification, user error, or consequential and incidental damages, i.e. any product damaged by the recipient is not covered under this warranty.
For defective items to be accepted for return, the item must be returned with all original packaging including: manuals, paperwork, accessories, etc.
All dead on arrival items, damaged, missing, or wrong items must be reported back to us within 48hrs of receiving your order. Inspect all items carefully when you receive your order, it is your responsibility to report all issues within this time frame. Minor scratches, cosmetic blemishes, or discoloration are considered normal and is not covered by this warranty.
ALL returns are processed as a refund in the form of store credit, no matter what option is selected at time of selecting return options.
Compatibility between our products is your responsibility, we suggest you do your research on items prior to placing your order as incompatibility issues are not grounds for eligible returns.
Return shipping costs are not covered by Puffin Vape Shop, you are responsible for the costs to return any items to us. We do not offer any reimbursement for shipping costs for any reason.
All clearance/sale items, and disposable sales are final. We do not accept returns or refunds on these items, this includes defective items in these categories.
- Shipping charges are not refunded unless product is being returned due to our error.
- Returns are handled on a case-by-case basis and authorized at our discretion.
- Non-defective returns are subject to a 20% restocking fee.
How To Start Return Process
If you need to return an item, simply email our support team and explain your issue. The team member will determine if your product qualifies for a return and give you instructions on how to return the product if the product is approved for return.
We will notify you via e-mail once we've received the above return request.
After we receive your return request we will let you know what we need you to do.
If applicable we will contact you and provide you a shipping address to return the item.
For more information, contact: firstname.lastname@example.org
Puffin Vape Shop is not responsible for orders that are placed incorrectly by the customer. We reserve the right to refuse returns or exchanges of products on orders that were filled and shipped correctly. If you have questions or are unsure regarding a product or it's function or compatibility please contact us before placing your order. We are more than willing to provide further product description, clear up any confusion, or provide advice about the products we sell.
If your order is received and contains incorrect items or is missing items, then you must notify us within 24 hours of receipt of the package. We will certainly fix any mistakes that we have made, but we must be notified in a timely manner.