180 Smoke Warranty and Return/Exchange Policy
Holiday Warranty Policy: For any items purchased between November 29th and December 24th, 2019, 180 Smoke will extend the terms of device warranty until January 25, 2020, for any legitimate factory defects. Any unopened (sealed) items accompanied by proof of purchase can be returned for a full refund until January 15, 2020, excluding e-liquids which continue to be final sale.
180 Smoke is committed to providing you with products that work as expected.
All products we sell are authentic unless otherwise stated, but due to their individual function and expected life, warranty terms vary. Your satisfaction is extremely important to us and we will do everything in our power to promptly address your needs and concerns. Please review the information below to make sure you understand the warranty terms before your purchase. Contact the 180 Smoke Support Team if you have any questions about our warranty policy.
We offer a 90-day limited warranty from the date of purchase (or receipt) on 180 Smoke or Cloud Maker batteries and chargers, and a 30-day warranty on batteries, mods, and chargers from all other manufacturers. This warranty is subject to the terms and conditions outlined below:
Warranty does not apply to (i) cosmetic damage; (ii) damage caused by use with products other than those purchased from 180 Smoke; (iii) damage caused by accident, abuse, misuse, liquid contact, fire, or other external cause; (iv) damage caused by service performed by anyone who is not a representative of 180 Smoke; (v) products that have been modified to alter functionality or capability or that have been used with materials deemed inappropriate by law at the discretion of 180 Smoke staff; (vi) damage caused by normal wear and tear or otherwise due to the normal aging of the product.
Disposables, Atomizer Tanks, & Coils—due to the consumable nature and limited life expectancy of disposable e-cigarettes, atomizer tanks, atomizer coils, cartomizers, and pods, we offer a dead on arrival (DOA) warranty; if they do not work out of the box, we will replace them free of charge if you follow the below guidelines. You may be asked to return all defective units with their original packaging and all originally-included components for confirmation and for testing the unit to verify root causes.
Batteries & Chargers—180 Smoke Vape Store’s warranty policy only covers defects that arise through a normal use of the product and does not cover other issues that are a result of (i) improper maintenance or modification; (ii) use with parts or supplies not provided or supported by 180 Smoke; (iii) operation outside the product’s specifications; (iv) physical abuse, unauthorized modification, or misuse; (v) electrical short circuits due to not keeping the thread connectors on atomizers, cartomizers, chargers, and battery clean and dry; (vi) battery failure due to leaking of liquid into the connection; or (vii) any battery where basic cleaning and sanitation standards have not been maintained—batteries must be clean in order for our staff to handle and test the device to verify a defect.
Herbal Vaporizers—please refer to our vaporizer warranty page for details: http://www.180smoke.ca/vaporizers-warranty
E-liquids—e-liquids are not covered under any warranty due to their consumable nature. While we can guarantee that our e-liquid formulas do not change, if you find that you e-juice tastes different from a previous batch, it may be caused by some known reasons: (i) E-liquid may need more steeping if the manufacturing date falls close to current date. Please shake the bottle well and leave in dark area for a few days. (ii) E-liquid left in direct heat or sunlight may affect the taste of the liquid, especially if it contains nicotine. (iii) Changing tank, atomizer, or device types run at different resistances, and this can create a difference in the vaporization of the e-liquid. Check the suggested power range for your atomizer’s resistance and set it at the lower end of that range for best flavour. (iv) A survey of 500 customers has shown that the taste of e-juice, as well as of some food items, was altered after stopping smoking. This can be explained by restoration of taste buds.
Accessories and Apparel—there are no warranties on accessories and/or apparel.
Drug Testing Kits—there are no warranties on drug testing kits.
Liquidation/Clearance Products—items offered at liquidation/clearance pricing are final sale and are not covered under product warranty or return policy.
Discontinued Products—items that have been discontinued but are deemed defective by a 180 Smoke representative within the respective warranty period will be compensated with store credit.
Warranty-related Exchange or Store Credit for DOA
Exchanges or store credit will be permissible only in cases of defective merchandise out of the box. For herbal vaporizers, view the warranty policy here: http://www.180smoke.ca/vaporizers-warranty
180 Smoke Retail Store Purchases
For warranty claims on products purchased in a 180 Smoke retail store, please return to the location of purchase within 14 days along with the device, original proof of purchase (receipt), and all original packaging. A 180 Smoke representative can assess your device and verify the nature of the issue.
If the 180 Smoke representative determines your device to be defective, we will happily provide an exchange with the same or a similar model, or issue a store credit at our discretion.
180smoke.ca (Online) Purchases
For warranty claims on products purchased on 180smoke.ca, a claim must be submitted via email to [email protected] within 7 days of receiving your order.
Depending on the situation, we may provide you with a prepaid Canada Post return label at our discretion to send your defective product back to us. After the returned product is assessed by our technicians and deemed defective, we will contact you with details for the replacement shipment. Please note that shipping costs will only be refunded if all products in the order are found to be defective under warranty.
Email our Customer Support Team ([email protected]) within 7 days of receiving your shipment , along with a detailed description of the issue, as well as the order number associated with the device in question.
Our Customer Support Team may request that you complete an online form outlining the issue, and provide a brief video or photo highlighting the proposed defect.
If our Customer Support Team suspect the product to be defective, you will be provided with a prepaid shipping label to return the item for assessment.
Once the item is received at our warehouse, our technicians will examine the device for manufacturing defects. If they are able to determine that the issue is due to a manufacturing defect, our Customer Support Team will then coordinate for the agreed upon compensation.
New/Unused Product Refund or Exchange Process
Exchanges, refunds, or store credit are permissible only in cases where a 180 Smoke representative has verified that the product is brand new, unused, and in its original packaging.
Refund or Credit for Unused Products Purchased In-store
Items that are brand new, unused, and in their original packaging may be returned to the original location of purchase, along with the original proof of purchase (receipt), within 14 days for a refund or exchange. Returns can only be honoured once the product(s) have been assessed by a 180 Smoke representative and verified as brand new, unused, and in their original packaging. Refunds can only be offered in the original form of payment tendered in the initial purchase transaction. If the original form of payment tendered is not available, an exchange or store credit will be offered. Please note: for our customers’ safety, we are unable to accept returns of e-liquids at any of our retail locations.
Returns for products purchased online cannot be offered at a retail store location. Please see below for online purchase returns and exchanges.
Refund or Credit for Unused Products Purchased Online
Email our Customer Support Team ([email protected]) within 6 days of receiving your shipment. Please include the reason for the return request, along with your order number.
The Customer Support Team will provide you with an RMA number as a reference for your file, as well as the return address.
Please ensure that the unique RMA number is displayed clearly on the outside of the return package so that the return can be identified upon arrival to the warehouse.
Upon receipt at our warehouse, all returns will be assessed to ensure the product(s) are in fact brand new, unused, and in a sellable condition. Once we determine this, we will initiate the exchange, credit, or refund through the original method of payment tendered.
NOTE: Returns for refunds on any orders (outside of defective products) will be subject to a 10% restocking fee. Due to the nature of shipping services, shipping and return fees on returned orders are non-refundable. For orders sent with free shipping, a base return fee of $10 will also be deducted from the total refund.
Please be advised that all of our packages are shipped using Canada Post's Age Verification service to ensure that everyone placing an order with us is above the age of 19. If you are not able to present valid photo ID to confirm your age upon delivery or pickup, your package will be returned to us, and any items eligible for a refund will be subject to a 50% return fee—not including shipping charges.
Products that have been used in any capacity will not be refunded. Products that are returned without prior confirmation from, or communication with, our Customer Support Team may take an additional 14 business days to be processed.
Refunds typically take up to 72 working hours to process after the refund has been initiated and another 5 business days from when we receive your items. Refunds are typically issued within 2 business hours of a return being received. However, it can may take up to 5 business days to process depending on your financial institution.
Damaged Shipments (Online)
In the event that your order has been damaged during shipping, we may require a photo of the damaged items for feedback and quality control purposes with both our shipping team and shipping service.
Please reach out to our Customer Support Team via email ([email protected]) with your order number to report a damaged order.
Order Discrepancies (Online)
In the case where there is a discrepancy with the items you receive in your order, please contact our Customer Support Team via email ([email protected]) along with your order number. You may be required to submit a photo of the items received in your order, as well as a picture of the packing slip included in the order for feedback and quality control purposes with our shipping team.