UPDATED: 11th March 2024

Due to new regulations and changes in the industry, we have made necessary changes to act accordingly.

New Returns & Replacement Policy Changes

• The warranty period for any device is only 180 days from the date of sale, any products purchased prior will not be credited.
• Excluded Items from the warranty process such as coils, replacement pods, and accessories.
• Damages caused by accidental drop, water damage, open pod juice leakage, environmental or any external causes are not covered
• Warranty Claims will be processed on fully completed RMA forms with actual defective products being received back with either actual product or product pictures. 
• There will be only 1 return label per month that will be provided to each customer and all the returns collected for the month are expected to be returned. together, any additional return requests must be shipped at the customer's expense.
• To ensure a fair return process, all the returned products will be subject to a test by our Returns Department to ensure the claimed products are actually defective and only the products found to have a manufacturing defect will be eligible for a credit.
• Processing of returns may take up to 14 days from the date of products being received with completed RMA forms, however depending on the size of the return and certain circumstances this time may exceed and rush requests may not be catered.
• If the part of the device is defective or replaceable only that part will be credited or replaced.
• once the credit note is generated you will receive a copy of it in your email
• If the order was placed in error by the customer the returns will need to be shipped back to Smoke Arsenal at the customer's expense and will be subject to 10% restocking fees. Any such requests will be entertained only up to 48 hours after the order is delivered.
• Direct warranty Claims on items from Puffco, Carta, ( to be added more ) to be made directly to brand's direct website. we will need to add link to these company's warranty page
• In case of an unusual returns request, Smoke Arsenal reserves the right to a secondary investigation prior to making the final decision.

Shipping

• Free shipping on orders above $1500 before tax.
• Standard shipping fee of $35.00.
• Standard shipping time is 48hrs.

RMA & Credits

• All returns/credits on vapes will be issued upon receiving the actual defective product back to us with the RMA form filled through the website and attached to the same copy with the return package.
• Returns will be credited on a monthly basis. Return labels will be issued the first week of every month for the previous month’s returns.
• All credits will be issued within 3-5 business days. 

Discounts & Rebates

• All existing rebate programs & discounts will no longer be applicable.
• New rebate program will take effect for the new year. (Will be announced in December 2022) 

Credit Card Transactions

• All credit card transactions will have processing charges - Visa/MasterCard @ 2.5% and Amex @3.5%
• Credit card payments will ONLY be allowed for verified customers.

For more information, please contact your account manager or our common helpline +1 888-387-7441