Xtravapor™ Refund/Return Policy
We have a 45 day return policy. so policy will start 45 days from the time the order is received.
Please contact our Customer Service Team HERE to initiate a return request. Please provide as much information as possible including the Order #, Full Name, Address, Phone Number, reason for the return. Please note that we may request for you to email photos and/or a video of damaged or defective merchandise prior to sending the items back. We may also provide you with troubleshooting steps, as it is required to speed up the return process and assist you in avoiding any return processing fees.
If the return is approved, you will receive further directions on shipping the item(s) back to us. Any refund, store credit, or replacement will be issued once the return has been received and processed.
Items received showing cosmetic damage from the manufacturer, issues with consumable items, dead on arrival (DOA), and any missing or incorrect items must be reported within 48 hours of delivery!
For sanitary and safety reasons, we can not accept returns on consumable items that have been opened or used. Consumable items include, but may not be limited to e-liquids, coils, pods, cartridges, disposables, and batteries. Reshipment is not available for any consumable items.
Alternative devices must be fully cleaned prior to return. If you ship your item back containing any form of media and the item is confiscated (not received at our facility), we will not be held responsible for your loss. If the item is received and has any residual smell or media particles, the return will receive a 15% return processing fee.
A 15% return processing fee may be applied if:
1. Returns are opened and/or non-defective.
2.Returns show signs of physical damage or user error that could have caused the defect.
3.Returns that are not cleaned and emptied prior to return.
4.Defect reason is not present upon return evaluation or is solved with simple troubleshooting steps.
Return Shipping Costs:
The customer will be responsible for return shipping charges for non-defective items. All shipping charges are NON REFUNDABLE.
Promotional Term & Conditions:
Promotional items are listed as final sale. If the promotional item is deemed defective, we will only issue a refund or store credit in the amount paid for the items. Promotional items will not be replaced.
If either the customer or shipping carrier refused the packages for any reasons, the cost of shipping is non refundable. If your order received free shipping, our cost of shipping the order will be deducted from your refund.
Refunds may only be issued back to the original payment (credit card, debit card) or as a store credit and it should not take more than 48 hours for the money to be refunded. Xtravapor is not responsible for refunds to a Prepaid Card or a canceled credit card in the event the cardholder no longer has possession of it.
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.