Returns Policy

Table of Contents

Overview

• All returns and exchanges require approval from Capital Vape Canada support before anything is shipped or brought back.
• Requests must be made within 7 days of delivery, pickup, or local delivery completion.
• Approval depends on product type, condition, proof of purchase, packaging, and whether the issue can be verified.
• Opened, used, damaged-by-customer, altered, or unsanitary products are not eligible for normal return.
• Some products are final sale for hygiene, safety, regulatory, or consumable-product reasons.

Proof of Purchase

• All return, exchange, or warranty requests require the order number, customer name, and contact information used on the order.
• Support may ask for photos or short video showing the product, packaging, batch/serial details, issue, and packing slip.
• Products must include original packaging and included parts when a return, exchange, or DOA review requires inspection.

General Warranty

• Warranty review covers verified manufacturing defects only, unless a manufacturer provides a broader warranty.
• Warranty does not cover cosmetic wear, misuse, liquid damage, physical damage, improper charging, modification, use outside product specifications, poor maintenance, or normal aging.
• Battery, pod, tank, and coil products must be clean enough for safe handling and inspection.
• Manufacturer warranty registration, packaging inserts, serial numbers, or direct manufacturer support may be required for certain brands.

Manufacturer warranty examples

Manufacturer support can vary by brand, product type, and proof available. These examples are not a promise that every item qualifies, but they show the kind of information support may need before the next step is approved.

Defective on Arrival

• A defective-on-arrival item is a product that does not function on first use when used according to the product instructions.
• DOA claims must be reported within 7 days with order details, packaging, and evidence of the issue.
• If the issue is verified, Capital Vape Canada may provide an exchange, store credit, replacement, or manufacturer-support direction depending on product type and availability.

Devices, Batteries, and Chargers

• Unopened and unused devices may be reviewed for return within 7 days if the product is still sealed, complete, and saleable.
• Used devices, batteries, and chargers are only reviewed for verified defects or DOA issues.
• Improper charging, visible damage, liquid exposure, altered hardware, or use with incompatible parts can void return or warranty eligibility.

Disposable Vapes

• Disposable vapes are final sale once opened or used, except for verified DOA claims.
• For DOA review, keep the original packaging and report the issue within 7 days.
• Support may ask you to check airflow, activation, charging/display behaviour, protective plugs, and obvious damage before an exchange is approved.

E-Liquids and Vape Juice

• E-liquid, vape juice, nic salt, freebase, and 0 nicotine liquid are final sale once purchased, except where the wrong item was sent by Capital Vape Canada.
• Opened bottles cannot be returned or exchanged for flavour preference, strength preference, device mismatch, or taste variation.
• Confirm nicotine strength, bottle size, flavour, liquid format, and device compatibility before payment.

Pods, Coils, Tanks, and Accessories

• Pods, coils, tanks, cartridges, replacement parts, mouthpieces, and similar consumable hardware are final sale once opened.
• Wrong-fit orders are not treated as defects. Confirm device family, pod system, coil series, resistance, and product title before checkout.
• Verified DOA claims may be reviewed within 7 days if all original packaging and included components are available for inspection.

Clearance and Final Sale Items

• Clearance, discontinued, promotional, damaged-box, final-sale, and special-order items may be excluded from return or exchange.
• If a final-sale item is verified defective within an applicable warranty period, support may offer an equivalent replacement, store credit, or manufacturer-support direction where available.

Online Returns

• Online return requests must be submitted within 7 days of delivery.
• Approved returns must be unused, unopened, in original packaging, complete with included parts, and mailed or returned as instructed by support.
• Return shipping costs are the customer's responsibility unless Capital Vape Canada sent the wrong item or approved another arrangement in writing.
• Shipping fees are not refundable unless required by law or approved by support because of a verified store error.

Online Exchanges

• Exchange requests must be submitted within 7 days of delivery.
• If a product is verified defective or incorrect, Capital Vape Canada may offer a replacement, store credit, or product of similar value depending on inventory.
• If the replacement product costs more, the customer is responsible for the difference before the replacement is released.

Returned Deliveries, Wrong Address, and Failed Age Verification

• Orders returned because of an incorrect address, failed delivery attempt, unclaimed pickup, refusal, missing recipient, or failed age verification are not treated as store error.
• Support may offer reshipment or refund review once the package returns and is inspected.
• Reshipment fees may equal the original shipping cost. Orders that originally qualified for free shipping may be charged a flat $10 reshipment fee.
• Returned orders may be subject to a 10% restocking fee. Orders returned because the purchaser or recipient failed age verification may be subject to a 50% restocking fee.
• Original shipping fees, courier fees, delivery fees, and restocking fees are not refundable on returned-delivery cases unless Capital Vape Canada caused the issue.

Unauthorized Returns

• Items sent back without approval may be refused, returned to sender, or excluded from refund or exchange.
• Do not mail or drop off products until support gives written return instructions.

Refund Timing

• Approved refunds are issued to the original payment method when possible.
• Refunds are usually initiated after inspection, but banks and payment providers may take up to 5 business days to post the funds.
• If the original payment method cannot be refunded, support may offer exchange or store credit where appropriate.