GENERAL WARRANTY
OnlyVape.ca 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.
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. Flavour perception can vary due to several factors, including personal taste buds, device settings and storage conditions. Please note that the item may not necessarily be faulty and qualify for warranty coverage. Please be aware that we do not provide a taste guarantee for our disposables. If the taste falls short of your expectations, we recommend reaching out to the manufacturer.
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).
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.
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 OnlyVape.ca 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@OnlyVape.ca, or check our FAQ for tips on how to troubleshoot your device.
A claim must be submitted, via e-mail, to our customer service team at support@OnlyVape.ca within 30 days of your order being delivered. We will only issue refunds for products which: (i) are brand new, unused and unopened (i.e. still in their original packaging); (ii) are mailed back to our warehouse within 30 days of the original purchase; (iii) are mailed back at the customer’s cost. Refunds will only be offered in the same form as the original form of payment tendered for the product. If such original form is not available, you will be entitled to an exchange or credit towards a future purchase by way of a coupon code.
Upon receipt at our warehouse, all returns will be assessed to ensure the product(s) are in fact, brand new, unused and in a saleable condition. Once we determine this, we will initiate the exchange, credit or refund. Products that have been used in any capacity will not be eligible for a refund or exchange. 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)
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@OnlyVape.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.
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.
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).
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.
Need help?
Contact us at Support@OnlyVape.ca for questions related to refunds and returns.