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At Redux Vapers, we want to ensure that every product meets the needs of our customers and will always do our best to work with you when something isn’t right. However, because we deal with a variety of suppliers from around the world and carry a wide range of products, we have adopted a general Return Policy for all our products. All our products, and every sale is subject to this Return Policy and its relevant terms, unless otherwise noted.
Products may be returned within 30-days of receiving them, provided they are unused, and sealed in their original manufacturer’s packaging and accompanied by a physical copy of the receipt. These terms apply to purchases made in-store and online. E-liquids and consumables such as wire, cotton or coils are Final Sale - no returns or exchanges will be accepted.
If a product is defective, Redux Vapers Ltd will honor exchanges on manufacturer defective hardware within 30 days with proof of purchase. We will inspect the product thoroughly and if it is found to indeed be defective, it will be replaced or refunded if unavailable.
Products in accordance to the above terms above must be returned within 30 days of receipt. The 30 day period starts immediately for in-store purchases, and when the package is signed for and received if we shipped it to you.
If a product is damaged or dead on arrival (DOA) it may be returned with the original receipt. Sorry, no exchanges if we are not contacted within 48 hours of receipt of your package.
Shipped products to be returned must be mailed to Redux Vapers Ltd. for inspection (at the customer’s expense). If the product is found to be defective, a replacement will be sent, or a refund/store credit if unavailable. If the product is not found to be defective, it will be shipped back (at the customer’s request and expense).
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
The mailing address for returns is as follows:
Redux Vapers Ltd.
c/o: Return Department
Unit 7, 4429 6 Street NE
Calgary, Alberta, CA
If, during the return process, we find that your device or product has become defective due to user error, neglect or accidental damage such as water or impact, we will be unable to accept the product for return.
Should your product malfunction, or become defective outside of the 30-Day Warranty period, please contact us via our website or visit us in-store. Our staff are experts on troubleshooting issues and in many cases, can help get your device up and running. In some cases, the product will be defective, outside of warranty and we cannot accept it for a return – please chat with us anyways, as we’d love the chance to do our best to work with you!
E-liquid is unable to be returned for any reason. Even though most of our products have tamper-evident caps, these caps are ubiquitous and in theory could be replaced by a customer. We do not mean to imply that we suspect any vaper of nefarious deeds, but rather to show all of our customers that we are dedicated to selling products that we know are direct from the production line, and can say with confidence that they were not tampered with.
If however, you feel as though your e-liquid is not made to the standards that it should be, please visit our retail location and have a staff member inspect it. If, in the very rare case, something is wrong with the liquid we will replace it. We cannot exchange liquid for another, and returns cannot be made for simply not enjoying a flavour that was found to be made correctly.
Should you have an issue with a shipped e-liquid order and cannot visit our retail location, you are able to ship us the liquid back. The return shipment will be at your expense, but if the liquid is indeed incorrectly made, we will ship you a replacement bottle, free of charge.
Incomplete or Damaged Order
If you receive your Redux order, and an item is missing, damaged or incorrect, please notify us within 48 hours. All of our shipments are processed, itemized and double-checked, but although mistakes are very rare, they can happen. We may ask for photos (or I.D. numbers) of incorrect or damaged items before sending you replacements, and in some cases may ask that items be returned, but rest-assured we will always ensure you get what you ordered.
Ordering Incorrect Items
Redux is not responsible if you order incorrect items. We can only ship exactly what you order. If you receive your order and realize that you ordered incorrectly, please let us know. You can only return unopened, unused items for a refund (minus the shipping fee and 10% restocking fee) and order the correct one. This does not apply to e-liquids, which are not refundable or exchangeable.
Refunds & Store Credit
Refunds are approved on a case by case basis.
For in-store items that qualify, refunds are issued as Cash or Store Credit. Exchanges can be made if an item qualifies for a refund, and the difference will be refunded to the customer if a balance remains.
Online purchases are refunded to the same payment method from which the initial order was placed, should the purchase qualify for a refund or return based on the criteria noted above.
Sale items are sold "as is" and are not eligible for refunds or exchanges.
We only replace items if they are manufacturer defective or damaged in the original customer shipment. If the item is no longer available, we will contact you with options for your exchange. Contact us at email@example.com and we will advise you on your options.