Guarantee and Return Procedure
We strive to provide our customers with high-quality e-cigarette, but the item you received might not perform as expected by the time it's delivered or after a time for reasons beyond our control. In such cases, you may contact us and ask for a replacement or a refund. Please do use them first to see whether they can work well when you receive your order.
7 Days Money Back Guarantee
We have a 7-day-money-back guarantee on all our products (excluding prefilled cartridges, e-juice and all clearance items) from the date you received it without any reason. You should return the item in its original condition to us. After we receive the returned items, we will offer you a refund excluding the actual shipping fees already incurred. Please note that returned parcel would have clearance risks and related fees when arrives in China. If so, we have to deduct the fees from the refund. Hope you can understand.
6 Months Warranty
We have a certain guarantee period for our products from the date of delivery, batteries and MODs usually come with a 3 or 6 months warranty, please check the Guarantee section in the item description carefully.
1. My item is DOA(dead on arrival), how could I do it?
We feel very sorry for the defective item you received. Though we have extensive testing before shipping, we can't 100% avoid this problem. After you receive your order, please test them first. If you receive any broken item, please contact us within 48 hours, we will try our best to get it squared away.
Also, we appreciate your time to fix them using the method at here/this link.
2. Should I send back broken items?
We now don't demand our customers to send back the broken items to save your shipping fee and offer more efficient after-sales service. Please note that some brands require S/N (serial number) before providing replacements. We recommend you keep the package after you get the parcel, or take a picture of SN before you discard it. If your items are broken, unfortunately, please contact us via LiveChat or Email (email@example.com) ASAP with the following information:
Video/video link or picture:
1) Video/video link or picture must be straight to the point and show the problem clearly
2) Serial Numbers for Joyetech, WISMEC, Eleaf, Aspire, VOOPOO and Innokin products are a must. Security Codes for Eleaf, Aspire, VOOPOO and Innokin products are also a must.
3) You may kindly contact firstname.lastname@example.org to get our after-sales excel and fill in the detailed information below:
SN (Serial Number):
Videos/Pictures showing detail questions:
Possible Order Number:
3. When will I get a replacement?
Generally, we will ship the replacement after approving the problem. When you place your new order, please leave a message in order note to remind us of it, or you can contact us directly. Sometimes when the replacement is not available, we will ship your order first and leave the replacement sent to you with your next order.
4. Resellers: I don't want to return one single item, how to do it?
For resellers, you can replace the item for your customers and collect the broken items in one or 2 months(within the guarantee period) to send them back to us together. Please contact us when you are ready to send them back to us, we will process the replacement for all of them together.
5. I haven't sent back the previously broken item, how to do it if I have one more item broken?
According to our records, if we find that you haven't sent back previously broken items that have been replaced, we won't process the new replacement until we receive them. Please send all of them back to us within the guarantee period, we will inform you and proceed with the new replacement for you after we receive them.
6. Do you provide any envelope or postage?
We don't provide any envelope or postage for returned items. Please do confirm our receiving address with us before you post back broken items, or we will not be responsible if they are lost.
Though we suggest our customers choosing the cheapest airmail to post back broken items to save your costs, we are not responsible for lost parcels. You'd better use registered airmail or express shipping if you need to return many items together. Hope you can understand.
7. How to declare the shipment when I return broken items to you?
If you must declare the parcel, please never use "e-cig" "e-cigarette", it will be better to use unrelated names, for example, "gifts" "toy gifts" "electronics" "broken electronics parts".
Please mark the value lower than US$35. It will be helpful to clear China customs.
8. The policy of Clearance items and Gift items
No guarantee for clearance items except DOA (Dead on Arrival). If the clearance item is DOA, please contact us within 48 hours, we will try our best to get it squared away.
No guarantee for gift items except DOA (Dead on Arrival). If the gift item is DOA, please contact us within 48 hours for solutions.
Any problems feel free to contact us :)
We have been providing the best e-commerce service in the industry and guaranteed secure payment processing for more than 4 years since 2018.
We take every order and customer seriously. If the product you ordered is out of stock, we will notify you by email and offer a refund or an alternative product.
If we don't receive a response from you, we will resend the email after one week.
If we still don't receive a response, we will proactively issue a refund one month after your order.
We also strive to answer any questions about order delivery and after-sales use, which is why we have created this collection of frequently asked questions that we continuously update.
Of course, we cannot satisfy every customer, but we do our best to communicate and negotiate with you to ensure your satisfaction.
We welcome negative feedback and suggestions because they help us improve our services.
11. Why is the amount charged to my credit card 3-5 USD more than the actual product cost?
We apologize for this inconvenience. The additional charge is a processing fee that occurs during international credit card transactions. As credit card transaction fees vary depending on your region, which is typically between 3-5 USD.
If you have any questions or concerns, please email email@example.com. If you cannot accept this fee, we can offer a refund of the processing fee through PayPal or we can refund the fee back to your credit card.
12. Why did my transaction fail?
Generally, the transactions may fail due to high-risk transactions or unauthorized transactions. To ensure the safety of your credit card transaction, we consider any abnormalities in your transaction environment as a high-risk transaction and will block the transaction. This is to ensure the safety of your credit card transaction. Please email us to arrange for another transaction or use another credit card in a different environment.
If your transaction failed due to an unauthorized transaction, it may be because the credit card company has automatically blocked the transaction as it is deemed a foreign transaction. We recommend that you call your credit card company to authorize the transaction.
If your transaction fails, we recommend that you email us at firstname.lastname@example.org as soon as possible and avoid repeatedly attempting the transaction.
13.I forgot to apply the coupon during checkout, can I get the money difference back?
Of course, you can Tell us your order number, discount, and your PayPal address, we will refund you the difference via PayPal.
14. Why didn’t I receive an order confirmation e-mail?
As soon as you check out an order, an email is automatically sent to your e-mail confirming the order. If you’re not seeing order confirmation or status updates, maybe you can have a quick look at the SPAM/JUNK e-mail folders.
If you can not find it in the spam/junk, please contact us so we can look it up.
15. I forgot to sign into my account before I placed an order, can I link the order to my account and claim my earned rewards points?
Unfortunately, we are unable to link placed orders to existing customer accounts after the order has been placed. Alternatively, we may apply the earned rewards points from your recent order to your account registered on buyecigkits. You may contact us regarding the matter, and we will be sure to issue the rewards points to you. Please include the order number and your account information at the time of your initial email to us.
16. I did not receive the tracking confirmation email, where is it??
A tracking confirmation email is sent within 12 hours after shipment. Please be sure to check your spam/junk folder if it does not appear in your inbox.
17. How can I track my order?
A: As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that, you will be able to track your order by clicking the tracking link in your shipping confirmation email. And you can when you log in to your account to track.
Please allow up to 24 hours for tracking to activate.
Please contact us immediately if you believe that an item is missing/incorrect, and we will correct the issue for you. Also, be sure to include your order number, along with images of the products you received. You can reach Customer Service via email@example.com
18. What is the difference between the billing address and the shipping address?
The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order.
19. Why does the product link show there is stock when I placed the order, but you notified me that it's out of stock?
We apologize for any inconvenience caused. Due to the fact that we carry a wide range of mainstream e-cigarette products, with approximately 1800 items in our online store, our stock inventory changes daily. Although we update our inventory every day, there are instances where we haven't updated fast enough before your order was placed. However, rest assured that if you only wanted the out-of-stock product, we will refund you or help you find another suitable product.
20. When will my package be shipped and when will I get it?
A: If the product you ordered is in stock, we will send it from our warehouse to China International Post Company on the day you place the order. If not, we will email you to change another item or refund or wait for the item you ordered restock. Generally, China International Post will pick up the package the next day after receiving the package, which will take about 4 days.
Then, China International Post will send the package to Hong Kong International Airport after receiving the package. This process usually takes 2 days. At Hong Kong International Airport, the package will be arranged to wait for the plane to your destination country. This waiting time usually lasts for 5 days ~10 days or longer, but generally no more than 20 days.
Then, after the package is scheduled to board the flight, the plane will fly to your destination country and clear customs. This process usually lasts for 3~5 days. This time is normal time, not the abnormal time when the package is inspected by customs and needs to provide documents, etc. Normally, this rarely happens.
Finally, after customs clearance, it will be handed over to the post office of your country and then transferred to the post office of your local city. This process will generally last for 7~10 days. Your local post office will receive the package and arrange delivery, and this process will last for 1~3 day (including weekends and holidays).
All the times are estimated times, and the specific time is determined by the time on the actual tracking information. Any one or several factors in all the above processes, such as waiting for the time for scheduled flights and time for customs clearance, will lead to changes in delivery time.
21. I want to cancel the order due to many reasons, such as no one accepting the package when I go on a trip, the address is changed, or I left a temporary address, is that okay?
It is okay if the package is not sent out, once the package is sent out, return and refund are not accepted, because it is impossible for the international airport staff to find your package from thousands of packages and return it to us. Please understand, if you go on a trip and are not at home, you can ask your family or neighbor to collect it. If there is no family or neighbor or it is inconvenient for your family or neighbor to collect it, it is recommended that you contact the post office not to deliver it. If the address has changed, please let us know, and we will keep tracking your package‘s Information, once your package has been cleared in the destination country, we will inform you to contact the local post office to change the address.
If you insist on canceling the order, once the package has arrived at your destination country, please call the local post office to return it or do not open the package after you receive it, and ensure that the package is returned to us in original condition, but you must bear the return freight.
22. The package has been delivered successfully, but I did not inform you in time that the address has changed and I am not there, what should I do?
I'm very sorry, this situation is entirely caused by your personal reasons, we do not accept refunds, if possible, contact the post office where you lived at the time to pick up the package.
23. After the package arrives, it is damaged, all the items inside are lost or one or several items are missing or replaced, what should I do?
Please contact the post office for compensation as soon as possible. If the post office is unwilling to take responsibility, we are willing to compensate you half of the purchase cost, or we will re-arrange the delivery for you or you bear the shipping cost.
24. The tracking information shows that it has been delivered, but I can't find the package, what should I do?
Please contact the post office as soon as possible to figure out where the package is placed. If you have surveillance, you can check the surveillance or ask neighbors or other family members if they have seen it. If the package is stolen, it is recommended that you call the police. If you still cannot find it unfortunately and the post office is not willing to take responsibility, we are willing to compensate you half of the purchase cost or we will re-arrange the delivery for you or you bear the shipping cost.
25. Do I need to sign for the package in person?
Whether you need to sign the package by yourself or with other family members and friends are determined by your local post office. Under normal circumstances, you do not need to sign for the package in person, and the package will be delivered to the mailbox without notifying you or another safe place. In order to ensure that the package is not stolen or placed in a corner that you cannot find, it is recommended that you sign in person. If you need to sign in person, please place the order with comments in the note area, we will help you track the package, and when the package arrives at your local post office, you will be reminded to notify the courier to give you a call.
26. Why has the tracking information not been updated and has been freezing for a couple of days?
This situation usually means that your package is waiting to arrange a flight to your destination country, or your package is being cleared by your local customs or there is a problem with the tracking website, etc. Please wait patiently and inform us of the abnormality as soon as possible. We will help you query.
If your package tracking information has not been updated for a long time, such as 2 months or more, it is likely that the package was checked by the customs of the destination country and cannot be cleared normally or has been lost, we will choose to refund you half of the purchase fee or re-ship but you must pay the shipping fee.
If the package is lost before it is arranged by the plane to fly to your destination country, we will reschedule the delivery or refund you.
27. Does your store have a warranty?
We currently offer a 60-day after-sales limited warranty for all manufacturer-defective items purchased from our website, with some restrictions*. The warranty period will begin once the package has been delivered in correspondence to the order’s tracking history. Once the item has been in the hands of the customer after the warranty period, the item(s) will be no longer eligible for a refund/replacement.
28. Can I return the items on my entire order back?
Orders placed on Buyecigkits have a 60 Day Return Policy. We gladly accept returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange within 60 days of the original purchase.
Please email us if you have any questions and the more details you are able to provide, the faster the situation can be handled.
29. Can I directly call the bank and unilaterally force a refund without informing you or being dissatisfied with your products and services or failing to reach an agreement with you?
Definitely not, we do not accept any mandatory bank refunds unless refunded by ourselves, if you call the bank to force a refund, the bank will generally refund you, and we will lose the product cost and shipping fee and add a penalty, which is very unfair to us, and the behavior violates the principle of commercial fairness.
If you have any questions, you can communicate with us in advance. If you do not want to buy after placing an order, we recommend that you reject the package or return it to us after receiving the package (but the shipping fee must be borne by you), we can refund the payment for the unopened original packaging product returned by you under the condition of no damage.
If the product is not man-made damage, but it is damaged during normal use during the product warranty period, please feel free to contact us, we will contact the manufacturer to replace the product for free, but the shipping cost must also be borne by the buyer
Any forced refund that is not based on communication is fraud, we have the right to sue the fraudsters in court.
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