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Tobacco Keretek
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Returns & Warranty
Enjoy a 90-day warranty on eligible items.
Returns & Warranty
We want nothing more than for our customers to feel they receive quality products and high quality service. After the receipt of your order, we offer a 14-day return policy on any DOA (dead on arrival) or unused items, factory sealed in the manufacturer's original packaging.
Please inspect and test all products upon receipt, the 14-day return window begins regardless of whether the products were opened or not.
Any manufacturer defects will be solved by our Bronze tier 90-day warranty.
Unfortunately consumables are always a final sale (e-juice, coils, tanks, accesories, drip tips, replacement parts, rebuildable supplies, etc ).
Please inspect and test all products upon receipt, the 14-day return window begins regardless of whether the products were opened or not.
Any manufacturer defects will be solved by our Bronze tier 90-day warranty.
Unfortunately consumables are always a final sale (e-juice, coils, tanks, accesories, drip tips, replacement parts, rebuildable supplies, etc ).
Warranty
Our Bronze tier 90-day warranty begins the day the items are delivered. Customer assumes all cost in shipping items back to DashVapes, and DashVapes assume all cost in shipping the item back to the customer. Shipping cost incurred is non-refundable/creditable.
What is not covered by our warranty?
What is covered by our Warranty?
Some products will have minor flaws and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective (malfunctioning).
If you are still covered under warranty, please proceed to our Return Merchandise Authorization page.
What is not covered by our warranty?
- E-liquids, Disposable Vapes, Atomizers, Tanks, Rebuildable products, batteries, chargers, mechanical mods, drip tips, coils or any other accessories on the device itself are NOT covered.
- Failure or damage caused due to improper use or unauthorized repair
- Failure or damage as a result of excessive force such as dropping or abuse
- Failure or damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
- Damage or failure caused by improper use. This includes water damage, spillage, and fire damage.
- Leaky tanks are not covered under warranty
- Stripped or damaged threads, crooked 510 connection (Atomizer not sitting flush)
- Damage to the finish (cosmetic issues), or scratches from a brushed finish.
- Rattling or sticky buttons
- Loss or damage due to missing components
- Modifying a product in any way, automatically voids the warranty.
- Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
- Items outside of our warranty period
What is covered by our Warranty?
- LED screen issues
- Charging port issues
- Battery issues (turning off when firing, etc)
- Unit auto firing.
- Chip malfunctions
Some products will have minor flaws and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective (malfunctioning).
If you are still covered under warranty, please proceed to our Return Merchandise Authorization page.
DashVapes Membership Rewards Warranty Perks
DashVapes warranty duration is based on your membership tier. You can view more details about DashVapes Rewards at www.dashvapes.com/rewards
The tier status prolongs your warranty period, It does not alter what is covered by the warranty.
Membership Tier
Warranty Duration
No Account
30 Days
Bronze Tier
90 Days
Silver Tier
120 Days
Gold Tier
150 Days
Platinum Tier
180 Days
The tier status prolongs your warranty period, It does not alter what is covered by the warranty.
Restocking Fee
Returns / exchanges will incur a 10% Restocking fee on items. This includes packages not signed for during delivery and returned to us by the shipping courier. We can only accept returns on manufacturer sealed items. If an item does not come sealed originally, we are unable to take a return on it. Returns and exchanges are made in the form of Store Credit, and added to your account in the form of Points. Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no Credit will be given and the package will be returned to you at your expense.
Underage Purchases
Every package that we ship utilizes Age Verification service. This means that in order for the carrier to hand over the package, you must verify that you are of legal smoking age in your province, state, or country. (If you are in Canada and choose UPS, UPS requires you to be 19 regardless of where you order from). If the carrier cannot verify your age, they will ship the items back to us. Once the items return, final sale items (as outlined below) are non-refundable. Any items that are eligible for a refund will be done so minus a FIFTY PERCENT (50%) restocking fee, as well as any shipping charges incurred for shipping the items to you, and for the carrier to ship them back to us. This is absolutely non-negotiable. If you are underage, please do not order items, you will lose money doing so.
Province
Minimum Age to Purchase
British Columbia
19
New Brunswick
19
Newfoundland and Labrador
19
Nova Scotia
19
Nunavut
19
Ontario
19
Prince Edward Island
19
Alberta
18
Manitoba
18
Northwest Territories
18
Quebec
18
Saskatchewan
18
Yukon
18
Disposable Vapes
Disposable vapes are not covered under any warranty. They are always final sale and cannot be returned or exchanged. In the event your item arrives dead on arrival, you must inform us with a video including all original packaging within 24 hours of your package delivery time.
Wrong or Missing Order Item(s)
If we make an error when fulfilling your order, please contact customer service within 48 hours of receiving your package to initiate a claim. A brief email to sales@dashvapes.com alerting us of an error is the quickest way of initiating claims. We make sure to correct any fulfillment mistakes as quickly as possible, and sincerely apologize for any inconvenience.
Incorrectly received items must be returned to us. We provide you with a prepaid return label via email to send back the product(s) free of charge. If we do not receive the item(s) within 14 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s).
Incorrectly received items must be returned to us. We provide you with a prepaid return label via email to send back the product(s) free of charge. If we do not receive the item(s) within 14 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s).
Product Exchanges
Items that are DOA (Dead on Arrival) or still under warranty, are eligible for an exchange only. We will exchange the item with the exact same item, in the exact same colour. Exceptions may apply if the item is no longer being actively stocked.
We can not offer store credit or refunds on warranty exchanges.
We can not offer store credit or refunds on warranty exchanges.
Refunds & Store Credit
We are unable to issue refunds to any form of payment other than the original credit card used to make your purchase.
We are unable to issue a refund via Cash, Debit Card or Cheque. If you purchased using Debit Card, Cash or Cheque, you will receive store credit.
We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
Where applicable, we issue store credit in the form of reward points for the value of the returned product(s) after receipt and inspection of returned merchandise.
These reward points can be used as cash on the checkout page and in-store.
Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.
Please note: we cannot process return or refund requests without proof of purchase.
We are unable to issue a refund via Cash, Debit Card or Cheque. If you purchased using Debit Card, Cash or Cheque, you will receive store credit.
We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
Where applicable, we issue store credit in the form of reward points for the value of the returned product(s) after receipt and inspection of returned merchandise.
These reward points can be used as cash on the checkout page and in-store.
Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.
Please note: we cannot process return or refund requests without proof of purchase.
Price Guarantee
We offer a 30-day price guarantee. If you purchased a product that is now listed for less, you can get a credit of the difference within 30 days of your purchase.
Non-returnable & Final Sale Items
All clearance, final sale, or "as is" marked items are nonrefundable and ineligible for returns, refunds, or exchanges.
We also cannot accept returns of atomizer tanks, rebuildable atomizers (unless DOA), mods that contain no electrical components, battery cells, replacement parts, disposable vapes, accessories and electronic cigarette liquids.
Our 14-day return policy does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, broken glass, physical damage, dropping products, water damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical.
We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.
We also cannot accept returns of atomizer tanks, rebuildable atomizers (unless DOA), mods that contain no electrical components, battery cells, replacement parts, disposable vapes, accessories and electronic cigarette liquids.
Our 14-day return policy does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, broken glass, physical damage, dropping products, water damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical.
We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.
Return Merchandise Authorization
To initiate a return or exchange you must obtain a Return Merchandise Authorization (RMA) number. To obtain an RMA number, please fill out the form at http://www.dashvapes.com/rma
Return Address
After you receive an RMA number, please return your product(s) to us within 30 days. Be sure to include your RMA Approval email.
Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. DashVapes Inc is not responsible for loss or damage during transit.
Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. DashVapes Inc is not responsible for loss or damage during transit.
Once your RMA is approved, a return address will be provided to you.
Shipping Policies
We offer express shipping via Canada Post to Cayman Islands.
Shipping Policy
At DashVapes we offer a couple of shipping options to our customers. The shipping method you choose does not affect how quickly your orders get placed or processed. We try to ship all In-stock orders that get placed prior to 14:00 (Eastern European Time GMT+3) the same day. In some situations though it may take up to 3 days to process and ship your order. Our packages are packaged discreetly for your security. Backordered items will ship as soon as they become in stock.
We offer various Canada Post shipping options in Cayman Islands. Shipping rates are calculated on the checkout page. A delivery estimate will be shown on the checkout page.
We offer various Canada Post shipping options in Cayman Islands. Shipping rates are calculated on the checkout page. A delivery estimate will be shown on the checkout page.
Proof of Age Required
We utilize Proof of Age (18+, 19+ or 21+ depending on your province, state or country) option on every single package, no exceptions.
Because we utilize this option for all shipments, signature will be obtained upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show Proof of Age to sign and receive the package.
Any fees associated with packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund.
We can not remove this option, even if you have already been verified to be of age. Every package leaving our facilities will require to be age verified. Only the person named in the "Shipping" fields can pick up the package. The carrier will NOT release the package to anyone else
Because we utilize this option for all shipments, signature will be obtained upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show Proof of Age to sign and receive the package.
Any fees associated with packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund.
We can not remove this option, even if you have already been verified to be of age. Every package leaving our facilities will require to be age verified. Only the person named in the "Shipping" fields can pick up the package. The carrier will NOT release the package to anyone else
Order Processing
We process all in-stock orders 7 days a week (excluding holidays).
Please note, if you receive a tracking number during a weekend or major holiday, your order is prepared for shipment, but it is not handed off to a shipping carrier until the following business day.
We reserve the right to additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via phone or email only when absolutely necessary. Please make sure you provide us with current contact information during checkout.
Any foreseen order processing delays are visibly announced directly on the affected product's page. If we are experiencing a larger than normal order volume an announcement is made via a site-wide notice.
Typically, In-stock orders placed before 14:00 (Eastern European Time GMT+3) will go out the same day. (Delivery will depend on the carrier).
Please note, if you receive a tracking number during a weekend or major holiday, your order is prepared for shipment, but it is not handed off to a shipping carrier until the following business day.
We reserve the right to additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via phone or email only when absolutely necessary. Please make sure you provide us with current contact information during checkout.
Any foreseen order processing delays are visibly announced directly on the affected product's page. If we are experiencing a larger than normal order volume an announcement is made via a site-wide notice.
Typically, In-stock orders placed before 14:00 (Eastern European Time GMT+3) will go out the same day. (Delivery will depend on the carrier).
Carrier Restrictions
Most carriers do not deliver packages on Saturday or Sunday, or major holidays.
We utilize Canada Post to ship within Cayman Islands
We utilize Canada Post to ship within Cayman Islands
Tracking
Tracking numbers are automatically generated when we print your shipping label during order processing. An email containing the tracking number with the subject "Your order has shipped!" is then sent to the email address you provided during checkout.
Please check your email's "spam" folders if you did not receive a tracking number
You may also find & view all tracking information directly by logging in to "My Account"
Please check your email's "spam" folders if you did not receive a tracking number
You may also find & view all tracking information directly by logging in to "My Account"
Insurance
Every package shipped by DashVapes is insured up to US$100 on tracked packages only.
Items shipped for free do not have insurance added to them.
Items shipped for free do not have insurance added to them.
International Shipping
DashVapes has fulfillment centers in Canada, and Europe. Orders to Cayman Islands will ship from our Canadian Warehouse
DashVapes offers multiple shipping options at various price points when shipping to most countries in the world.
Please ensure that you mind the laws of the country you are ordering to.
There may be additional import duties and taxes when receiving your package. This is rated based on your country and is out of our control. If you refuse to pay the duties, we cannot return the package and it will be destroyed. Thus, the purchase is not refundable.
DashVapes offers multiple shipping options at various price points when shipping to most countries in the world.
Please ensure that you mind the laws of the country you are ordering to.
There may be additional import duties and taxes when receiving your package. This is rated based on your country and is out of our control. If you refuse to pay the duties, we cannot return the package and it will be destroyed. Thus, the purchase is not refundable.
Order Changes & Cancellations
Order changes or cancellations are possible. Please contact us as soon as possible and we will do our best to accommodate any changes as long as the order has not yet been shipped. Once an order has shipped, you must return the package to us prior to receiving a refund, shipping fees are not refundable.
Electronic Cigarette liquid (or ejuice) can only be canceled if the order has not yet been created. Since we typically mix to order, We are unable to cancel / refund / credit for juice that is already created, even if it is still within our facilities. You can tell the status of ejuice that is on your order by navigating to the order at http://www.dashvapes.com/ky/account/orders
Electronic Cigarette liquid (or ejuice) can only be canceled if the order has not yet been created. Since we typically mix to order, We are unable to cancel / refund / credit for juice that is already created, even if it is still within our facilities. You can tell the status of ejuice that is on your order by navigating to the order at http://www.dashvapes.com/ky/account/orders