POLICY ON RETURNS AND EXCHANGES
Customers have the right to return any purchased items without defining the reason within 14 (fourteen) calendar days from the moment of receiving those items from the Seller or the Seller's representatives. The items can be returned if their consumer properties, factory labels, and ready-for-sale condition are preserved.
To return the items, Customers must submit a copy of proof of purchase and fill in the return request form.
Rules on returning and exchanging Items with discovered defects:
Customers are entitled to notify the Seller of any discovered defects and demand to rectify them within 30 (thirty) calendar days from the moment of receiving the Items from the Seller or the Seller's representatives. The only exception is defects caused by improper handling of the Items by the Customer.
Customers have the right to refuse to take Items and ask for a monetary refund. In this case, the Items must be returned to the Seller, and their consumer properties, factory labels, and ready-for-sale condition are preserved.
To return the Items, you must submit a copy of proof of purchase and fill in the return request form.
Our return and refund policies are described above. According to NYS law, stores are legally required to post their refund policy. If a store does not post any return policy, the law requires the store to accept returns within 30 days of purchase.
1. Is your store a scam or is it safe to shop at buyecigkits?
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.
2. When will my package be shipped and when will I get it?
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 time for scheduled flights and time for customs clearance, will lead to changes in delivery time.
3. 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.
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.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
10. 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.
11. 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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