CANADIAN WARRANTY & RETURNS POLICY
EFFECTIVE MAY 1st, 2018
CANADIAN WARRANTY & RETURNS POLICY Effective May 1, 2018 Due to the nature of the industry, and the lack of practical support offered by manufacturers, please understand that returns and warranties are extremely limited. A lack of understanding and knowledge of products is often the source of the problems. In order to improve the user experience, we highly advise that research be performed prior to ordering products to ensure compatibility and the desired experience will be achieved for your customer. As the industry matures, we expect manufacturers to extend to all vendors a more robust and comprehensive warranty structure. We will communicate such changes in a timely fashion to our clients.
Products that are covered under our warranty:

Pacific Smoke International offers a 180 day warranty period (Starting on May 1, 2018) for defective products from the time of invoice for the following items:
  • Mods and Starter Kits (All items that needs to be warranty must be in like-new condition and have the associated serial number).
  • External Battery Chargers

Products that are not covered under our warranty:
Due to the nature of the industry, we do not accept warranty claims for the prescribed items. It is highly advised that you inform your customers about this policy should it differ from the warranty you extend to your retail customer.

  • Clearomizers and Tanks (cannot be returned for hygiene reasons)
  • External Batteries (18650, 26650)
  • Atomizers
  • Drip Tips
  • USB Chargers & AC Adapters
  • Cases
  • Replacement Glass
  • E-Liquid
  • User Error (Water damage, Physical damage)
  • All sales items (There will be no warranty on any items purchase through any sales as they are final)
How to Warranty Defective Products:

1. Pre-Screening
  • Please provide all necessary information on the Warranty Form. An incomplete form cannot be submitted. (Maximum 10 items per submission/form).
  • Please provide a video or picture of the problem. (Maximum Size 20 MB).
  • Please provide a picture of the serial number and security code (if included) crossed out (Maximum Size 10 MB).
  • Feel free to contact rma@pacificsmoke.com for any questions or concerns.
  • We may require that some defective product(s) be returned back when reviewing your warranty. A RMA number will be provided for the return.
  • The following brands will need to be returned back as per manufacturer’s request; Innokin, Pioneer4You, Lost Vape, Asmodus, Xtar (Please include all accessories and original packaging)

2. Return Merchandise Authorization Number and Product Returns
  • A RMA (Return Merchandise Authorization) number will be issued if a product(s) needs to be return back, along with instructions on how to return the product(s).
  • Only return items that have been approved.
  • Your RMA number will be valid for 15 days from issuance.
  • RMA number must be clearly displayed on the outside of your package or your refund could be significantly delayed or refused. We will make every effort to process your return quickly.
  • Pacific Smoke International will not pay or refund any shipping charges, unless we made an error in order processing. Pacific Smoke International is not responsible for any damage that may occur during shipment to the item(s) you are returning. For your own protection, it is highly recommended to send your return via insured parcel post or courier.

3. Reviewing Warranty Claim and Issuing Credit or Replacement
  • We will review all submitted forms in a timely manner, but may take up to 14 days.
  • Only return items that have been approved.
  • Your RMA number will be valid for 15 days from issuance.
  • Once we have determined that the device was a manufacturer’s defect with in the warranty period we will issue a credit towards your account or replacement product. Please ensure all provided information is correct.
  • If products are being returned we will need to wait until they have arrived at our facility in order for us to process your claim.
  • You will be notified via e-mail upon the completion.

Returns / Exchanges
here are no refunds or exchanges on brand new items purchased through Pacific Smoke International, unless we made an error in order processing or a wrong item was sent. Please notify our Customer Service Department of the error within 7 days after delivery via email service@pacificsmoke.com. All shipping charges will be covered by Pacific Smoke International.