To satisfy our customers and to ensure 100% quality service, each item going through the shipping process is fully checked to make sure the merchandise is in a perfectly good working condition. However, we understand mistakes can happen, so we have created a return policy to cover such occurrences.
** Package must be opened immediately after delivery.
Each order placed on our website means 100% agreement to the following:
Non-defective Returns: If not satisfied with the merchandise within 7 days of delivery, contact us by phone or by e-mail, and ask to process a return. After approval by our returns department we will contact you and authorize the return process. Merchandise must be returned in the original shipping materials in a good condition. All shipping & insurance charges will be on the buyer's expense pre-paid, no collect shipping allowed.
We will need to receive the returned item before we can process your return. When the merchandise returns in good condition, a refund will be issued for the merchandise. Deductions will be as follows:
- 25% restocking fee to cover our handling expenses (shipping materials, custom made box, packaging & labor);
- original shipping fee will be deducted.
The rest will be refunded back to your card or PayPal account. Failure to meet any of these requirements might result in a refusal, where no refund will be issued.
Wrong Merchandise: will be replaced if the customer contacts us within 7 days of delivery. When contacting us, we will need information like the original order ID, and the original item number ordered. Then the customer will ship the merchandise back to us. Once we get the product back we will ship out the merchandise of the original order.
* If the item returned turns out to be the right merchandise, the customer will be charged for the item plus all the shipping charges of the first and second shipments.
Damaged merchandise by delivery: will be replaced if the customer contacts us within 12 days of delivery. We will ask for more information, such as the order ID, the actual problem with the merchandise, etc.
Many times, the products are not operated correctly, and our customer service reps will be able to locate and "solve" the problem.
If the product is evaluated as damaged on delivery, we will file a claim with the shipping company, and the customer will provide access to the damaged merchandise (in case the shipping company requires inspection).
We will send any replacement parts if necessary and the problem can easily be fixed, or a brand new product.
If failed to notify within 12 days from delivery, we are not obligated to file any claims and/or to send any replacement parts. We will however, send the customer a claim form + copy of the invoice to file the claim themselves.
Defective merchandise: will be handled if the customer contacts us within no later than 14 days from delivery, we will need information like the original order ID and the original item number, details of what is defective with the merchandise, etc.
The customer will have to ship the defective product back to us. After evaluating the problem, we will send any mechanical replacement parts (if necessary) or a brand new item. This 14 day warranty period is from the delivery date. The warranty does not apply to any item where damage has been caused by product modification or misuse.
Thank you and please feel free to contact us with any questions at email@example.com
Ecigrus.com Customer Service Dept.