A returns policy that gives you an answer.
Two different problems, two different processes: stock you no longer want, and product that failed. Both have a stated window and a person who owns the outcome, so you are not guessing.
What can be returned, and how long you have
| Situation | Window | Outcome |
|---|---|---|
| Unopened, factory-sealed cases | 30 days from delivery | Refund less 15% restocking; you pay freight |
| Verified manufacturing defect | 14 days from delivery | Replaced at our cost; no return shipment needed |
| Batch-level failure | 30 days from delivery | Full credit, including the freight you paid |
| Wrong item or short shipment we caused | Report within 48 hours | Corrected immediately; we pay freight both ways |
| Sealed e-liquid | Not returnable | Health and safety — except defect or our error |
| Opened disposables or pods | Not returnable | Except verified manufacturing defect |
How to start a return
- Email or call your rep with the order number and the SKU
- Say which of the situations above applies, and the quantity
- For a defect: send the batch number and a short video of the failure
- Wait for a return authorisation number before shipping anything back
- Put the authorisation number on the outside of the carton
Product returned without an authorisation number cannot be traced to your account and may be refused at the dock. Do not ship it back first and ask afterwards.
Returns questions
What is your return window?
Unopened, factory-sealed cases can be returned within 30 days of delivery with a return authorisation from your rep. A 15% restocking fee applies, and return freight is yours. Defective product follows a different path — see below.
What do I do with defective product?
Report the batch number and a short video of the failure to your rep within 14 days. Verified defects are replaced at our cost and we do not ask you to ship the failed units back. Batch-level failures are credited in full.
Do you accept returns on e-liquid?
No, for health and safety reasons sealed e-liquid cannot be returned once it has left the warehouse, unless the bottle itself is defective or the wrong item was shipped. Please confirm strengths and bottle sizes before ordering.
Who pays return freight?
You do, on change-of-mind returns. We do, when the return is caused by our error — wrong item, wrong quantity, or a verified defect. Your rep will say which in writing before the pickup is booked.
Check the box before you check the batch
Batch numbers are printed on the carton, not the bar. If you keep the cartons until the case sells through, a defect claim becomes a two-minute email instead of an argument about which shipment the product came from.
Not a wholesale account yet?
Apply in about two minutes. Upload your state tobacco license and we activate your pricing within one business day — usually the same afternoon.