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Returns

 

 

When can I make a return of a product?

We only accept returns when the product has been determined as Dead on Arrival "DOA" or the product is defective while still under manufacturer warranty. If you are unsure if your product qualifies under one of these categories, please see our warranty information HERE.

 

My product does qualify for a return, what is the first step?

If your product is defective and is still within the time period for manufacturer warranty, has not been damaged by the user, or is DOA, you must contact us for an RMA number. Without an RMA number, any packages that are received will be returned to sender unopened. To get an RMA number for a return you must contact us with all of the following information:

 

-Date of Purchase and Delivery

-Items being returned

-Description of issue

-Best way to contact you (if not via email)

-First/Last name and Email on your account

-Specify if this was an in store or online purchase 

 

Once we receive this information, you will receive an RMA number within 2 business days. This number should be placed on the outside of the package. An example of what should be on the outside of your envelope is below:

 

Vapure USA, INC 

Warranty Department REF# 12345 (<--- this will be your RMA #)

1128 Bay Blvd Suite D

Chula Vista, CA 91911

 

 

 

What happens after I mail my package?

 

Once we receive your return it can take 7-10 business days for us to mail out a replacement product or the same product back to you. Once the items are received we will look them over, inspect the product and even test the product for a period of hours. If there is no customer caused damage and the product defective by the manufacturer standards, we will replace your items. If for any reason the items needed for your return are out of stock, we will contact you with a time frame for a return, or offer a different color/style of your original product. If it is determined that your product is not defective by the manufacturer standards, and the damage is either customer caused or accidental, your product will be returned to you in the same condition it was received. 

 

 

Can I send my product in for a refund or credit instead of replacement?

 

When a product is defective or DOA we will only replace it with the same product. If the product is no longer available you will be given the option to wait for the product to come in, or to replace it with something else of the same value. No refunds are given on products you have accepted delivery on. 

 

 

My order already shipped but I don't want it, can I get a refund?

 

The only way a refund will be given is if the original envelope and packaging has not been opened. If you change your mind on a product once you have ordered it, you can contact us here to let us know you would like to cancel your order. If your order has already shipped you may refuse delivery or write "return to sender for refund" on the package. Once the item is returned back to us, we will inspect to be sure it has not been opened. If the product is unopened we will process a refund within 48 hours of us receiving it. This refund may take 3 to 4 business days to appear on your account depending on your bank.