# FLASH VPE return and exchange policy
Welcome to FLASH VPE, we are committed to providing you with high-quality electronic cigarette products and services. Understanding our return and exchange policy can help you enjoy our products better. This policy details the circumstances under which goods can be returned or exchanged, as well as the specific procedures for returns and exchanges.
## Part One: Returnable and Exchangeable Products and Non-Returnable and Exchangeable Products
### Scope of Returnable and Exchangeable Products
We accept the following situations Product returns and exchanges:
1. Disposable e-cigarettes whose batteries are damaged and cannot be used.
2. Serious oil leakage affects the use of disposable electronic cigarettes.
3. Disposable e-cigarette with damaged LED screen.
4. Products whose charging port is damaged and cannot be recharged (only rechargeable disposable e-cigarettes and cigarette rods, excluding non-rechargeable disposable e-cigarettes).
5. Automatically burning disposable electronic cigarettes.
### Non-returnable products
We will not be able to accept returns or exchanges for products under the following conditions:
1. Undamaged disposable electronics Smoke and cartridges.
2. Failure or damage caused by improper use or unauthorized repair.
3. Failure or damage caused by dropping, abuse, etc. For example, oil leakage caused by falling and collision.
4. Failure or damage caused by failure to follow recommended operating instructions.
5. Damage due to improper use, including water damage, spillage and fire damage. For example, if the product falls into water, water will enter 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 out of warranty. That is, items that have not been opened and inspected within two days of arrival.
10. Special offers, event giveaways and discontinued products.
11. Products purchased due to personal preference or mistake. For example, it is indicated which device is suitable for it, but the wrong cartridge is still purchased.
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 request results in the expiration of the product.
14. Products lost due to personal reasons.
15. Express delivery problems caused by incorrect or missing addresses. For example, condo does not write unit number.
16. Disposable products that are clearly marked as non-rechargeable are requested to be returned or exchanged on the grounds that they cannot be recharged upon receipt.
17. Return or exchange due to carelessness without carefully understanding the product details or discount details.
## Part 2: Return and Exchange Process
### How to Submit Return and Exchange Application
1. **Inspection and Trial:* *Inspect and try the product within 2 days of receiving the package.
2. **Submit a Ticket:** If the product has major problems and meets the return and exchange standards, please send an email to info@cvdtech.ca to submit a Ticket. Your Ticket should contain:
- Order number
- Order details
- Details and quantity of damaged items
- Description of the problem with the damaged product
- Video of the problem with the damaged product
- Photos of damaged product outer packaging SKU codes
3. **Audit and Solution:** After submitting the Ticket, we will review it within 1-2 working days and provide a solution.
### Return and Exchange Fees
- Customers are responsible for the shipping costs of returning the goods.
- Merchant will bear the cost of the second shipment.
Note: The time and days used are all working days. Inquiries, returns and exchanges will not be processed on non-working days.
We hope to provide you with a more transparent and satisfactory shopping experience through a clear return and exchange policy. If you have any questions, please feel free to contact us.
