If you're not completely satisfied with your purchase or have experienced issues with a product, a few options are available, depending on the circumstance.
First and foremost, we highly encourage you to inspect your product(s) within 5 days of receiving your order to ensure that everything is in good condition.
If your order arrives damaged, please immediately contact the Vuse Customer Care Team at 1-833-308-8873 or email us at info.ca@vuse.com to arrange a return.
Once we receive it, we reserve the right to inspect the product and determine whether or not we consider the item damaged. If we determine that the vape product is damaged, we will issue a full refund or replacement.
If your order doesn't include all the vape products you ordered, or if it contains different products than the ones you ordered, contact the Vuse Customer Care Team immediately so that we can help resolve the issue quickly.
The following outlines our return policy on the product categories identified below:
- Devices (batteries), excluding ePod2+ device: within 6 months of the date of receipt.
- ePod 2+ vaping device: within 12 months of receipt.
- Charging cables and chargers: within 60 days of receipt.
- Vaping pods: within 60 days of receipt.
- Vaping accessories (skins, rings, pouches, etc.): within 60 days of receipt.
- Disposables Vuse Go: within 14 days of receipt.
In any of these cases, it is important that you keep the products and all packaging. You will be required to send them back to get your replacement or refund.
If the vape product you received is defective, contact our Vuse Customer Care Team at 1-833-308-8873 or email us at info.ca@vuse.com, who will arrange to send a replacement product.
Defective item: We reserve the right to inspect the product and determine whether or not we consider the item to be defective. You will receive a full refund or replacement if we confirm that it is defective.
- Please be prepared to provide details such as:
- The nature of your request (e.g. did your delivery contain incorrect, damaged, or defective products?).
- Your order number or email address, or phone number associated with your account so that we can locate your purchase.
- The product batch/serial number (if available).
- You will be asked to return the faulty device for review if a delivery contains an incorrect, damaged or defective product. After review, if the device is determined to be faulty, we will issue a full refund (only if purchased on Vuse.com) or a replacement product.
- You may also be offered the option of having a replacement product sent to you immediately, conditional on your agreement to return your incorrect, damaged or defective product upon receipt of the replacement product. Failure to return a replacement product within 21 days of receipt of the replacement product may result in a charge to your payment method for the amount of the replacement device.
For more detailed information about our return policy, click here.