Return / Refund Policy

RETURNS & REFUNDS

1. What is your return policy?

We have a 15 day return policy for defective items, offer an exchange for defective items within 15 days of purchase. We do not provide cash refunds. Please see below for warranty coverage.

Items damaged during shipping will be replaced after proper proof of damage. If you’ve received defective items or your items have been damaged during shipping, please contact us by emailing customer.service@planetofthevape.ca and providing your order number, full name, a description of the problem, and 2 photos of the defective product.

If your item is not defective or damaged, but you have changed your mind, we can only exchange items that are still in their original packaging, have not been opened and have not been used. We will not be responsible for any shipping costs associated with exchanging undamaged items. Please contact customer.service@planetofthevape.ca with your order number and full name. We will assist you with instructions on how to return your items.

2. General return/exchange process:

Please begin the exchange process by emailing customer.service@planetofthevape.ca with “Exchange Request” in the subject line and provide your order number, full name, a description of the problem, and 2 photos of the defective product. We will provide specific return/exchange instructions on a case-by-case basis, but will generally require you to return the defective or damaged item to us. We will not be responsible for any return shipping fees.


WARRANTY COVERAGE

Our 15 day warranty period covers the following:
  1. Battery issues (i.e. device turns off when firing)
  2. Chip malfunctions
  3. Charging port problems
  4. LED Screen malfunction
  5. Unit auto firing

Our 15 day warranty period DOES NOT COVER:

1. Atomizer Tanks, Rebuildable Atomizers, E-liquids, Coils and Drip Tips

We are unable to accept any returns for tanks, e-juices, drip tips and RDAs due to sanitary reasons. These items cannot be refunded, returned or exchanged once they have been used (unless the atomizers are DOA / Dead On Arrival).

2. User Errors

Our 15 day return policy does not cover user errors like broken glass, physical damage due to negligence such as dropping products, exposing products to extreme temperatures, physical or water damage, or misuse of products by not following usage instructions provided by the manufacturer, unauthorized repair, unauthorized product modification.

3. Regular wear and tear, cosmetic issues and blemishes.

4. Device accessories like chargers, drip tips, coils, rebuildable products.

After 15 days, any problems or product concerns will need to be addressed with the manufacturer using the warranty card in the package.