In order to return or exchange products purchased through our Site, you must contact our customer service team at support@thehouseofvapes.ca within 5 days of your order being delivered.
Please ensure that your claim includes pictures,the reason for the return request, whether you are requesting for a return or exchange, and the order number associated with the product in question.
If our representative determines the product to be defective, we will happily provide an exchange for the same or a similar model, or issue a House of Vapes store credit, at our sole discretion.
Please note that we will only issue refunds for products which:
(i) have been assessed by one of our representatives and determined to be defective
(ii) are brand new, unused and unopened (i.e. still in their original packaging)
(iii) are returned to our retail location with proof of purchase (your receipt) within 30 days of the original purchase. Refunds will only be offered in the same form as the original form of payment tendered for the product. If such original form is not available, you will be entitled to an exchange or store credit instead.
E-LIQUIDS
E-JUICE CANNOT BE RETURNED OR EXCHANGED AFTER PURCHASE.
E-JUICE IS ALWAYS A FINAL SALE ITEM. Unfortunately, we are unable to offer any kind of replacement or compensation for bottled liquids as taste differ for each individual and how the flavor reflects on their palette and for consumer safety reasons.
COILS/ATOMIZERS/PODS
Coils, Atomizers, Pods needs to be replaced depending on individual’s usage. Official lifetime of an atomizer is 1-2 weeks according to the factories, average user will go through 2-5 atomizers per month.
Brand new coils, atomizers and pods NEED TO BE SOAKED for minimum of 10 minutes with e-juice before use. Damage due to user error or abuse will NOT be warranted.
Coils, Atomizers, Pods are only replaced if dead on arrival. Please kindly inform us within 48 hours of getting your package if any of your atomizers are not working.
REFUND POLICY
1. If you are to receive a refund, it will be issued by House of Vapes Inc when the returned item has been received in satisfactory and unused condition. Refunds will be processed within 5 business days once we receive the item(s) back from the original customer. Refunds will be applied directly to the method that was used to make the purchase.
2. Refunds will ONLY be given at our discretion. (Items that qualify for a refund must be approved by us before the product is returned. If the product falls under a category that is on our unapproved return list due to sanitary reasons, those products can not be returned for any reason, regardless if the product is unused).
3. Returns for refunds of any product(s) purchased through our Site (other than defective products) will be subject to a restocking fee equal to 15% of the price that you originally paid for the product(s) (including all applicable taxes). Due to the nature of our Site and shipping services, your original shipping fee and this restocking fee on returned orders are non-refundable.
We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.