Refund & Returns Policy
Refunds & Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened, and the alloy foil wrapper must be intact. Please do not smoke the unit and ask us for a return. If it is faulty, we will ask for information and details.
We have good customers contacting us with requests for returns, but sometimes when we investigate, we find they have purchased elsewhere. We will support all items we sell to you. Please do have your e-receipt or look up when you purchased from us, or advise us of your order number or invoice number. That helps us a lot to locate your dispatch.
To start a return, you can contact us through our contact us form, our support email, or our website support system.
We will send you a return shipping label if your return is accepted. We will also give instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and may not arrive.
You can always contact us for any return questions you have. We deal with customers all over the globe, and if you have a problem, tell us first and give us a chance to fix the problem.
Our support team loves to hear from customers, so please do contact us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item so we can evaluate the issue and make it right. It is extremely important that you contact us immediately if you have a damaged item or a leaking product. We take our dispatch most seriously, and our support or warehouse team will investigate if internal products are damaged during transit.
The warehouse uses heavy-duty packaging that is drop tested and approved by UPU and IATA.
Under no circumstance use a leaking product that is cracked or damaged.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your item.
Unfortunately, we cannot accept returns on sale items or gift cards as they are usually end of shelf life or other very special low-margin lines.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we will arrange a replacement, or you can make a separate purchase for the new item while negotiating a refund.
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.