Returns and Exchanges Policy

Our Philosophy

At Pocket Vape, we are committed to making your shopping experience very pleasant.  Hence, all returns and exchanges cases are handled individually, while striving to make each customer happy with their purchase.

Returns and Exchange Period

Within 30 days of the original purchase, you can return all defective, undamaged, unused, or unopened items bought from our website.  In return, we will give you an exchange or a refund.

In the bid to uphold our safety and hygiene policies, we have classified some items as NON-RETURNABLE.  Hence, you cannot return such items, either opened or used.  They include pod kits, rechargeable batteries, replacement coils, e-liquids, and replacement pods.

On no condition shall we accept the return of a purchased non-defective item that has been opened and used.  Such items are not subjected to a refund.  If such items are unopened or unused, we will accept the return without charging you restocking fees.  We will not charge service fees for manufacturer defects on the item purchased.  For more information, take a look at our return shipping cost.

Warranty Service

There is a 30-day limited warranty on any hardware product purchased from our website directly.  The warranty is effective from the date of purchase. 

The first prerequisite to enjoying service under warranty is to initiate a returns process by contacting us in not later than 30 days of original purchase.  The warranty service does not cover damages caused by accidents, personal modification, user-error, disassembly, or abuse.  Also, it does not cover incidental and consequential damages.

Note that you may be required to provide the warranty card that came with the package to be eligible for the warranty (this depends on the manufacturer).  So, it is advisable that you keep your packaging contents with you.

You must report all claims of DOA – Dead on Arrival, damaged, missing, or wrong items to us not later than 48 hours from the time of receiving such package.  We expect you to do a thorough inspection of the package when delivered, and get back to us if there is any problem.  The warranty does not cover normal wear and tear situations, such as minor scratches, discoloration, and cosmetic matters.

The compatibility between these items is not guaranteed.  You are advised to research on all issues on compatibility or ask us questions before placing an order.  Returns due to incompatibility will not be accepted.

You may ask for a refund, replacement, or exchange, by forwarding a request to our returns department via email – help@pocketvape.com.  Ensure to include, in the email, your FULL NAME, ORDER NUMBER, PHONE NUMBER, and REASONS for the request.  You may be asked to provide proof to support your claims – including videos and pictures.  On approval of your return request, you will be informed and further directed on how to return the package.  We will only ship out replacements after we have received the defective item back at our facility.

When you buy pod systems, replacement pods, and other vape devices from our website, kindly note that they are to be used with proper e-liquids ONLY.  You will void your warranty and eligibility for a return by using cannabis oil, cannabis-based substances, CBD oil, or similar liquids on the products.

There are certain legal rights you are eligible for under this warranty.  However, you may be eligible for other rights also, depending on your state of residence.

Return Shipping Costs

You will be required to settle all shipping costs for items to be returned to us.  On receiving such items and approving the return, we will send the replacement items to you while bearing all the shipping costs.  In the case of a refund, we will issue the payments only after the original package has been returned to us successfully. 

Note that WE DO NOT REFUND SHIPPING CHARGES UNDER ANY CIRCUMSTANCES.

Refund Process

There are two options for a refund; we either issue the amount back to the original payment (debit card or credit card and similar payment methods) or issue it as store credit in the form of reward points. 

In the case where a cardholder loses their prepaid card, we will not be responsible for refunding such a card.