Return Policy

Effective February 1, 2019

Before placing an order through our store, we recommend carefully researching the product you intend to purchase. If you would like any additional information about a product before making a purchase, please contact us. We have a team of friendly, experienced, and very knowledgeable Service Representatives standing by who are happy to help you find the perfect product.

New or Used Products

All new or used products must meet the following conditions to be eligible for a refund or exchange:

  • Product(s) must be postmarked within 30 days of the date of purchase.
  • New product(s) must be in original, unused and brand-new condition to receive a full refund.
  • Used Product(s), that have been opened or have broken seals, must be in the original condition they were received and may be subject to restocking fees up to 40%. Additional fees of 10% may be imposed if accessories, parts or other items are missing from original packaging.

Defective Products

Customers are entitled to a replacement for defective products only during the manufacturer's warranty period and in accordance with the manufacturer's warranty return policy.

Note: Certain manufacturers require that the customer process warranty claims with them directly. Customers are required to pay all shipping costs associated with a defective product return, unless the product was received not functioning at the time it was received by the customer. Otherwise, return shipping costs are the responsibility of the customer.

Exchanges

We only replace items if they are defective or damaged.  If you want to exchange an item for a replacement item, you must follow our general return policy outlined in this agreement.

Missing / Damaged Items

Any purchases containing damaged or missing items must be reported within 72 hours of delivery. All glass products, components and accessories are not covered under warranty unless the product arrived damaged. Please contact us and we'll take care of the issue immediately.

Defective items that have been opened or used must be reported within 14 days from the date of purchase.

Return Instructions

All return packages must include an RA number, which can be acquired by contacting Customer Support at 833-667-3652. This will ensure proper processing of your return. We are not responsible for items sent to us without an RA number. The RA number must be written on all sides of the packaging that the returned item is being shipped in. We may refuse or deny any return and may request additional information as a condition of the return.

With the exception of used glassware (whips), all accessories and product component parts must be returned with the unit. If the returned unit is determined to be operating normally upon inspection, we will need to ship the same unit back at the customer's expense.

Returns will not be processed if the conditions of our Return Policy are not fully met.

Shipping Costs Nonrefundable: Customer shall pay for all shipping costs associated with returning item(s). This includes non-reimbursement of any expedited shipping services selected at the time of purchase. We strongly recommend you insure your package as we are not liable for any product(s) lost or damaged in transit.

Please allow at least 2 weeks for the processing of your return once it has arrived at our facility.

International Customers

Our foreign return/exchange policy is implemented on a case-by-case basis. Because of the rise of shipping costs, customs fees, and taxes, we do our best to accommodate such requests within our discretion, though always with customer satisfaction in mind.

Note: Unless specified otherwise, all vaporizers sold on https://www.onsenlabs.com are 110v. Customers shall assume all responsibility for any defects which may occur from using converters or adapters.

Order Cancellations

If you need to cancel your order for any reason, please contact us ASAP and we will try our best to accommodate your request if the order has not yet been shipped. If the order has already been shipped, you must follow the normal return procedure described above.

Notice

We reserve the right to amend this Return Policy at any time by posting the amended terms on this page.

Contact Us

If you have any questions on how to return an item to us or request an exchange/credit voucher, please contact us at 833-667-3652 or support@onsenlabs.com

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