I Have a Defective Product - What Do I Do?
We’re very sorry that you are experiencing difficulty with your product. Rest assured that we will do everything we can to resolve this problem for you quickly and easily. Please follow the simple steps below to help expedite the process.
Step 1: Shoot Us an Email or Give Us a Call
The first step in handling a defective product is to write us an email or give us a phone call stating the product name, your order number, and the problem you are experiencing. We have several troubleshooting steps that we can assist you with that may resolve the problem without the need of sending the product back to us.
Phone: 888-927-VAPE (8273)
Please Note: We have much faster response times with emails, so please try emailing first before calling in.
Step 2: Get Authorization to Send It Back
Before sending your product in to us, please make sure that you have completed the first step (above), and have been authorization to send your product back in to us to examine it. We have several troubleshooting steps that may help resolve the problem without needing to go through the hassle of sending it to us. In addition, if you simply send the product to us without first notifying us about it, we will not know what the problem is or how to resolve it once we receive the return.
Once we receive your return, we will extensively test it to ensure that it is defective, and the problem is due to a manufacturer defect. Once we determine that the issue is the result of a manufacturer defect, we will send you out a brand new device
Once given authorization to send your item back in, please make sure that your name, order number, and contact phone number are included in the return package. This we, we will be able to locate your file once the package reaches us.
Please send your return package to the following address:
Vapor Authority, Inc.
ATTN: Warranty Department
9187 Clairemont Mesa Blvd.
San Diego, CA 92123
We offer a 30-day guarantee on manufacturer defects. After this period passes, the manufacturer’s warranty kicks in. If you are experiencing a problem past the 30-day mark, please refer to the warranty information that was included with your device for instructions.
Clearomizers and tanks with a manufacture defect, such as leaking, must be reported to us within 48-hours of having received the product.
Replacement Atomizer Coils:
It is the nature of atomizer coils to last various lengths of time. There are several factors that are involved with how long your atomizer coil will last. The voltage/wattage of your battery, the liquid that you are using, the type of atomizer coil you are using, etc. will all play a roll in how long the coil will last. Sometimes the coils simply don’t last as long or last for a very long period of time, regardless of the liquid or power output you are using.
There is no hard-fast rule regarding the lifetime of atomizer coils. As such, we cannot take back atomizer coils due to them not lasting as long as you had expected.
For the safety of our customers, we do not accept returns on e-juices unless the bottle is still sealed. If you have purchased an e-liquid line with bottles that don’t contain a seal, we regretfully cannot take back allow a return on that e-juice.
Of course, if we have made an error and sent you the wrong flavor, nicotine strength, or size, we will certainly exchange the e-juice bottle for you, provided it has not been opened.
Sometimes e-juices don’t taste as good as they sounded in the description, or you otherwise determine that you don’t like the flavor. Unfortunately, we cannot accept returns on e-juices for this reason.
Returns for Non-Defective Products
Returns and exchanges for non-defective items are accepted within the 30-day time period; however, the item cannot of him opened or used. If the product has been opened or used, we unfortunately cannot accept returns on them.
Returns on wholesale orders are accepted; however, please note that there will a 15% restocking fee for any and all wholesale orders which are returned for non-defective issues.
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