Customer Service, Refund and Exchange Policy
VapeLady Inc is committed to providing you with vaporizer products that work as expected.
All products we sell are authentic unless otherwise stated, but due to individual function and expected life of the product, warranty terms may vary. Your satisfaction is extremely important to us and we will do everything we can to ensure that your needs are met promptly. Please review the information below to make sure you understand the warranty terms before you make your purchase and please do not hesitate to contact us if you have any questions or concerns with respect to warranty, refunds of exchanges.
For warranty claims on products purchased on vapelady.store, a claim must be submitted via email within 7 days of receiving your order.
Depending on the situation, we may provide you with a prepaid Canada Post return label at our discretion to send your defective product back to us. After the returned product is assessed and deemed defective, we will contact you with details for the replacement shipment.
- Email us within 7 days of receiving your shipment, along with a detailed description of the issue and invoice/order number.
- We may request the consumer provide a picture or video highlighting the proposed defect.
- If the product is deemed defective, you will be provided with a prepaid shipping label to return the item for assessment.
- Once the item is received, we will examine the device for manufacturing defects. If we are able to determine that the issue is due to a manufacturing defect, we will then contact you for agreed upon compensation.
Warranty-related Exchange or Store Credit for items that are Dead on Arrival (DOA)
Exchanges or store credit will be permissible only in cases of defective merchandise out of the box. We may request picture/video evidence in order to have the item replaced.
New/Unused Product Refund or Exchange Process
Exchanges or refunds are permissible only in cases where it has been confirmed that the product is unused and in its original packaging within 7 days of receiving your order. Responsibility for costs associated with shipping for any products that are being returned for a refund or exchanged are those of the consumer and not vapelady.store.
Refund or Credit for Unused Products Purchased Online
In order to obtain a refund or store credit on unused products, please do the following:
- Email us within 7 days of receiving your shipment. Please ensure you include the reason for the return request along with your invoice/order number.
- We will provide you with a reference number in order to continue to track your return/exchange.
- Please ensure that the reference number is displayed clearly on the outside of the return package so that the return can be identified upon arrival.
- Upon receipt, all returns will be assessed to ensure the product(s) are in fact in original packaging, unused, and in a sellable condition. Once this is determined, we will initiate the exchange, credit, or refund process.
NOTE: Returns for refunds on any orders (outside of defective products) will be subject to a 10% restocking fee. Due to the nature of shipping services, shipping and return fees on returned orders are non-refundable. For orders sent with free shipping, a base return fee of $10 will also be deducted from the total refund.
Please be advised that all of our packages are shipped using Canada Post’s Age Verification service to ensure that everyone placing an order with us is above the age of 19. If you are not able to present valid photo ID to confirm your age upon delivery or pickup, your package will be returned to us, and any items eligible for a refund will be subject to a 50% return fee—not including shipping charges.
Products that have been used in any capacity will not be refunded.
Refunds take up to 72 business hours to process after the refund has been initiated and another 5 business days from when we receive your items. Refunds are typically issued within 1 business day of a return item being received. However, please note that it can may take up to 5 business days for the refund to be processed and returned depending on your financial institution.
Damaged Shipments (Online)
In the event that your order has been damaged during shipping, we may require a photo of the damaged item. If we determine that the item was damaged during shipping, we will provide you with a prepaid shipping label to exchange the item.
Order Discrepancies (Online)
In the case where there is a discrepancy with the items you receive in your order, please contact us and provide your invoice number. You may be required to submit a photo of the items received in your order, as well as a picture of the packing slip included in the order for quality control purposes.