Returns & Exchanges

General Return & Exchanges

• We do not process returns or exchanges for "I changed my mind."

• Returns should be processed in cash.

Defective Items

• Before returning an item you should go through the procedure to ensure the device is actually defective. 

  • If it’s not turning on, try a new charger.

  • Not firing, try a new coil.

  • If you are unsure of the operation, check YouTube.

  • Non defective returns will be video verified for this process.

• If an item is defective, you should process an exchange for the EXACT item. The customer may not choose a different flavor, strain, color, etc. unless the exact item is no longer in stock.

• Discount disposable vapes are not eligible for returns, even if defective. Please explain to customers that the reason the vapes are on discount is because of their inconsistency- if they were reliable, they would be full price.

• SMOK Novo Devices - due to the poor quality of these devices we will no-longer accept returns. We will continue to carry these devices because some customers insist on them; however, please explain the return policy to customers prior to purchase. 

Carts & Cart Pens

• If a customer brings in a defective cart, test it on a battery that we sell first.

  • Generally, and especially with OOZE style pens, the pen is the issue.

    • Over half of the carts returned to date were not defective, meaning we lost money because the customer's battery was broken.

• Alternatively, if a customer brings in a defective cart pen, test it using a “store cart” first.

If the cart is truly defective

• Exchange the cart for the exact strain, if the strain or brand is not in stock, offer an exchange for another product. Process the exchange as usual.

• If the cart is half gone, offer a 50% credit towards another.