Return and exchange policy

# FLASH VAPE Return and Exchange Policy

Welcome to FLASH VAPE, we are committed to providing you with quality e-cigarette products and services. Understanding our return and exchange policy can help you better enjoy our products. This policy details the circumstances under which products can be returned and the specific process of return and exchange.

## Part 1: Returnable and non-returnable products

### Returnable and exchangeable product range

We accept product returns in the following situations:

1. Disposable e-cigarettes with damaged batteries that cannot be used.
2. Disposable e-cigarettes with serious oil leakage that affect their use.
3. Disposable e-cigarettes with damaged LED screens.
4. Products whose charging port is damaged and cannot be charged (only rechargeable disposable electronic cigarettes and cigarette rods, not including non-rechargeable disposable electronic cigarettes).
5. Disposable electronic cigarettes that burn automatically.

### Non-returnable and non-exchangeable products

We will not accept returns or exchanges for products in the following situations:

1. E-liquid, undamaged disposable e-cigarettes, pre-filled e-cigarette cartridges, opened e-cigarette cartridges, carburetors, e-liquid storage tanks, rebuilt products, batteries, chargers, mechanical rods, drip tips, atomizer cores and any other device accessories.
2. Failure or damage caused by improper use or unauthorized repair.
3. Failure or damage caused by falling, abuse, etc. For example, oil leakage caused by falling or collision.
4. Failure or damage caused by failure to follow the recommended operating instructions.
5. Damage caused by improper use, including water damage, spillage and fire damage. For example, the product falls into water and water enters the charging port.
6. Damage to the finish or scratches caused by brushed finish.
7. Any Modified Product.
8. Defects caused by normal wear and tear or natural aging of the product.
9. Items beyond the warranty period, that is, items that have not been opened and inspected within two days of arrival.
10. Special products, promotional gifts and discontinued products.
11. Products purchased due to personal preference or mistake. For example, the wrong cartridge was purchased even though it was marked as compatible with a certain device.
12. Products that run out of e-liquid after a few days of use.
13. After purchasing a product that is close to its expiration date, delaying the return or exchange request resulting in the product becoming expired.
14. Products lost due to personal reasons.
15. Delivery problems caused by incorrect or missing address, such as not writing the unit number for a condo.
16. Disposable products are clearly marked as non-rechargeable, but after receiving them, they are returned or exchanged on the grounds that they cannot be charged.
17. Returns or exchanges due to carelessness due to failure to carefully understand the product details or discount details.

## Part 2: Return and Exchange Process

### How to submit a return or exchange request

1. **Inspection and Trial:** Inspect and try the product within 2 days of receiving the package.
2. **Submit a Ticket:** If the product has a major problem and meets the return and exchange criteria, please send an email to info@cvdtech.ca to submit a ticket. Your ticket should include:
- Order number
- Order details
- Details and quantity of damaged items
- Description of the problem with the damaged product
- Video of damaged product issues
- Photos of the damaged product packaging SKU code

3. **Review and solution:** After submitting the ticket, we will review it within 1-2 working days and provide a solution.

##Store return and exchange process:

If you purchase a product in a physical store and it is damaged, please apply for a replacement within **24 hours** (this does not apply to disposable electronic cigarettes that are normally usable and rechargeable).

If the product is not damaged, no returns or exchanges will be accepted.

It is strongly recommended that you open the box and inspect the goods in the store after purchase.

### Return and Exchange Fees

- Customers are responsible for the return shipping costs.
- The merchant will bear the cost of the second shipment.

Note: The time and days used are all working days . Inquiries and returns and exchanges will not be processed on non-working days.

We hope to provide you with a more transparent and satisfying shopping experience through a clear return and exchange policy. If you have any questions, please feel free to contact us.