Product Warranty, Returns and Exchanges Policy

 

WARRANTY

HOLIDAY SEASON EXTENDED DEVICE WARRANTY 

Device warranty for factory defects on vaping hardware purchased between November 25th and December 24th, of any year, will be extended until January 31st, of the next year. This extension does not apply to herbal vaporizers or any consumable products such as e-liquids, pre-filled pods, disposables, or coils. Vape hardware purchased on or after December 25th, of any year, will be subject to standard warranty and return policies, outlined below.

GENERAL WARRANTY 

24x7 Vapes extends a warranty policy, covering manufacturing defects within the terms outlined below, barring exemptions. This Warranty, Returns and Exchanges Policy forms part of our Terms and is incorporated therein by reference. Please review the information below to ensure you understand this policy before making any purchases. 

Our warranties do not apply to: (i) cosmetic damage; (ii) damage caused in whole or in part by use with products or supplies other than those purchased from us; (iii) damage caused in whole or in part by accident, abuse, misuse, contact with liquid, fire or other external causes (including, without limitation, damage to electrical short circuits due to not keeping the thread connectors on atomizers, cartomizers, chargers, and batteries clean and dry, and damage due to battery failure caused by liquid leaking into the connection); (iv) damage caused in whole or in part by a service performed by anyone who is not us or one of our representatives; (v) damage caused in whole or in part because products have been modified without authorization in any way, including without limitation to alter functionality or capability, or because products have been used in connection with materials deemed inappropriate under applicable laws (determined in our staff’s sole discretion); (vi) damage caused in whole or in part by normal wear and tear or otherwise due to the normal aging of the product; (vii) damage caused in whole or in part by improper maintenance; (viii) damage caused in whole or in part by operation outside the product’s specifications. Additionally, our warranties do not cover batteries where basic cleaning and sanitation standards have not been maintained (batteries must be clean in order for our staff to handle and test the product to identify or verify a defect). Subject to the foregoing, our warranties only cover defects that arise through normal use of the applicable product.

DEFECTIVE ON ARRIVAL (DOA)

Items that are defective on first-time use are considered defective on arrival (DOA) and may be subject to exceptions from our outlined warranty policy. Please ensure you have thoroughly tested your device, within manufacturer specifications, shortly after purchase. 

BOX MOD WARRANTY

We offer a 30-day limited warranty to cover manufacturing defects for batteries, mods and chargers produced by all other manufacturers. 

CLOSED POD AND HEAT NOT BURN DEVICES

We offer a 30-day limited warranty in connection with closed-pod, and heat-not-burn devices. Certain products may require registration (applicable information included in the product’s packaging) in order to be serviced. If your device does not function on first-time use we will replace the item, free of charge, provided you return the DOA product in its original packaging. Our warranty, and additional manufacturer warranty, can be found below 

BRAND	24x7 Vapes	MANUFACTURER	SUPPORT CONTACT	REGISTRATION
IQOS	Contact Manufacturer	1 Year	https://ca.iqos.com/en/contact-us	Required
JUUL	Contact Manufacturer	1 Year	https://support.juul.ca/s/contactsupport	Required
RELX	30-Day	N/A	support@24x7vapes.ca	N/A
SnowPlus	30-Day	N/A	support@24x7vapes.ca	N/A
STLTH	1 Year	N/A	support@24x7vapes.ca	N/A
VUSE / VYPE	30-Day	N/A	www.vuse.com/ca/en/contact-us	N/A

 

DISPOSABLES 

We offer a limited DOA warranty in connection with disposable devices. If your disposable device does not function on first-time use, we will replace them free of charge provided you return the DOA product in its original packaging.

E-LIQUIDS

For consumer safety reasons due to their consumable nature, all e-liquid purchases are final sale, and are neither subject to any warranty nor eligible for return or exchange. 

While we can guarantee that our e-liquid formulas do not change, if you find that your e-liquid varies from bottle-to-bottle this may be the result of a known cause such as: (i) the e-liquid requiring additional time to steep (in which case, please shake the bottle well and leave in dark area for a few days); (ii) the e-liquid being left in direct heat or sunlight; (iii) the changing of a device/product that runs at a different resistance, which can alter the vaporization of the e-liquid (in which case, please check the suggested power range for your atomizer’s resistance and set it at the lower end of that range for best flavor); and/or (iv) the impact of smoking cessation (a survey of 500 customers has shown that the taste of e-liquid, like the taste of certain food items, changes after one stops smoking, in part due to restoration of the taste buds).

TANKS, COILS, AND PODS

Due to the consumable nature and limited life expectancy of atomizer tanks, atomizer coils and pods, we offer a limited DOA warranty. If these products do not work on first-time use, we will replace them free of charge provided you return all defective products in their original packaging, together with all originally-included components, for confirmation and testing to determine the cause of the issue.

DISCONTINUED / CLEARANCE PRODUCTS

Discontinued items deemed defective within the applicable warranty period will be exchanged for a product of equal or greater value. In the event of an exchange for a product of greater value, the customer will be required to pay the difference in purchase price of the new product compared with the discontinued product.

ADDITIONAL WARRANTY EXEMPTIONS

The following items are exempt from our warranty policy and cannot be returned or exchanged: 

• Accessories
• Apparel 
• HEETs (opened) 

HERBAL VAPORIZERS (UNUSED)

We offer a 30-day warranty policy on all devices that are brand new, unopened, and unused at the discretion of a 24x7 Vapes representative. For devices with authenticity seals on the packaging (e.g. Storz & Bickel, PAX, Dipstick Vapes), the seal must be fully intact and undisturbed to be eligible for return.

HERBAL VAPORIZERS (USED)

We offer a three (3)-month limited warranty against defective and DOA products for all herbal and concentrate vaporizers. Extended warranty information, covered by the manufacturer, can be found in the chart below. Please note: the extended warranty includes the three (3)-month limited warranty period provided by 24x7 Vapes.

BRAND	WARRANTY	SUPPORT CONTACT	NUMBER
Airistech	Hardware - 1 Year  Battery - 6 Months	support@24x7vapes.ca	1 (855) 994-6180
AirVape	Lifetime Warranty	support@24x7vapes.ca	1 (855) 994-6180
ArizerTech	2 Year	service@arizer.com	1 (888) 291-0521
DaVinci / Organicix	2 Year	info@vapeworld.com
Dipstick Vapes	1 Year	support@dipstickvapes.com
Dr. Dabber	1 Year	info@drdabber.com	1 (855) 362-3227
Firefly / NWT	2 Year	support@thefirefly.com
FLYT LAB	10 Year	support@flytlab.com
Grenco	1 Year	info@grencoscience.com	1 (877) 865-2260
Humboldt	Lifetime	Direct Link
Hopper Labs	Lifetime	support@grasshoppervape.com
Mig Vapor	90 day	service@migvapor.com	1 (954) 323 8315
PAX Labs	Lifetime	https://ca.pax.com/pages/support-form
Storz and Bickel	2 Year	info@storz-bickel.com	1 (510) 451-1553
Utillian	1 Year	cs@tvape.com	1 (855) 234-8273
Vivant	2 Year
Zeus	1 Year	info@zeusarsenal.com	1 (844) 858-8273

 

 

 

RETURNS AND EXCHANGES

Please ensure you have consulted our warranty page prior to reaching out to us about a return or exchange. All returns or exchanges will require you to provide proof of purchase from 24x7 Vapes in the form of your receipt (in-store) or order number (online). If you require proof of purchase, or if you have any further questions, don’t hesitate to contact our customer service team at support@24x7vapes.ca, or check our FAQ for tips on how to troubleshoot your device. 

Please note: Products purchased through 24x7vapes.ca cannot be returned or exchanged at any of our retail store locations. Conversely, products purchased in-store may not be returned to our online warehouse. 

IN-STORE EXCHANGE

A return or exchange of an in-store purchase must occur within the relevant timeline, as noted on our warranty page, together with proof of purchase and all original packaging. One of our representatives will then assess the product and verify the nature of the issue. If our representative determines the product to be defective, we will happily provide an exchange for the same or a similar model at our sole discretion. 

IN-STORE RETURN

For health and safety reasons, we do not accept returns or issue refunds on vaping products purchased in store. If a product is defective, see In-Store Exchange above.

ONLINE ORDER WITH OUT OF STOCK PRODUCT

Online orders including products which are out of stock will automatically be partially shipped out including the remaining items which are available (if any), and the out of stock items will be refunded in full. Customers will be notified by email, confirming the items unavailable, and the amount refunded. Please note that refunds may take up to 5 business days to process, depending on your method of payment and banking institution or credit card issuer.

ONLINE EXCHANGE

A claim must be submitted, via e-mail, to our customer service team at support@24x7vapes.ca within 30 days of your order being delivered. Please ensure that your claim includes a detailed description of the issue, as well as the order number associated with the product in question. For quality assurance and assessment purposes, you will be required to complete an online form with additional details about the issue, including a brief video or photo documenting the issue.

In the event that the product is found to be defective, we will be able to provide an exchange or credit for future purchase (including free shipping). 

ONLINE RETURN

For health and safety reasons, we do not accept returns or issue refunds on vaping products purchased online. If you receive a defective product, submit a claim as described under Online Exchange above, by email to support@24x7vapes.ca within 30 days of delivery.

UNAUTHORIZED RETURNS

Items that are returned to us for a refund or exchange without prior authorization from our customer service team or as a result of a delivery failure from our affiliated courier partners will not be eligible for an exchange or refund. 

Once a package has been returned to our warehouse due to a delivery failure (ex: Incorrect address, unclaimed order, etc) Customer Service will attempt to reach out to you from support@24x7vapes.ca, to the email listed on your order, offering to reship or refund the parcel. 

The reshipment fee will be equivalent to the cost associated with the first shipment, while all orders eligible for free shipping will be charged a $10 flat rate for a reshipment

Refunds will be subject to a restocking fee equal to 10% of the price that you originally paid for the product(s) (including all applicable taxes). Due to the nature of our shipping services, your original shipping fee and this restocking fee on returned orders are non-refundable. 

Should your order be returned as the result of an underage purchase, the restocking fee will be equal to 50% of the price that you originally paid for the product(s) (including all applicable taxes)

Refunds typically take up to 24 working hours to process after the refund has been initiated, but can take up to five (5) business days, depending on your financial institution.