The 14 Day Window to use our Satisfaction Guarantee starts on the day of delivery. For example, if your order arrives on Monday, May 13th, you have until Monday, May 27th to reach out to us.
No, you just need to contact us within 14 days of your vaporizer being delivered to make use of our Satisfaction Guarantee. As long as you contact us within that period, we’ll honor the guarantee, even if takes a little longer to go through the troubleshooting and return process.
If you decide to exchange your vape for a lower priced vaporizer, we’ll refund you the price difference. If you exchange it for a higher priced vaporizer, we’ll send you an invoice for the price difference.
We charge a restocking fee for any vaporizers or accessories returned to us for a refund. If your return is set up for a refund, you will be charged a CAN $15 restocking fee, and a CAN $15 shipping fee.
All vaporizers are eligible for a return. Please note we do not accept returns of used accessories.
The returned items must be in working condition. If a unit is broken or damaged because it fell off the roof, into the pool, or the dog chewed on it, it is not eligible for return under warranty or our 100% Satisfaction Guarantee.
If you’re having an issue with your vape that isn’t a result of a mishap, you can also reach out to us for help using your vaporizer or troubleshooting potential issues.
Yes. Unopened, unused merchandise can be returned within 30 days for an exchange, refund, or store credit. If you return unused merchandise within 30 days, we charge a CAN $15 restocking fee and CAN $15 shipping fee. For store credits we charge a CAN $15 restocking fee.
We only accept returns on accessories that are unused, being returned with a vaporizer under the 14 day satisfaction guarantee policy, were incorrectly ordered, or that have fit issues and have been discussed with a Vape Expert. If you are experiencing any of the issues mentioned above, please contact our Vape Experts here: hello@planetofthevapes.com
POTV monitors return activity for abuse, and reserves the right to limit the amount of vaporizers returned by a customer under the 100% Satisfaction Guarantee after returning 2 vaporizers for full refunds. We’ll work with you personally to make sure we get it right the second time around.
All you need to do is click here to send your request and choose the option for refund. We will review your request and approve or refuse it within 24 hours (much likely less than that!).
You will receive an email with instructions and a prepaid return label from noreply@returnlogic.com.
Returns for refunds must include ALL of the items that were originally in the delivered package including accessories, power cables, bonus items, and packaging.
We charge a CAN$15 flat fee for shipping when you return for a refund. This will be deducted from your refund.
If you would like to keep the bonus items we included with your order, the cost is CAN$14 for the POTV Grinder and TightVac and CAN$7 for the Acrylic grinder.
We will issue you a full refund on the price you paid for the vaporizer, along with any taxes paid. However, if you return your vaporizer for a refund, we charge a $15 shipping fee, and a $15 restocking fee which will be deducted from your final refund amount.
Once we have received and reviewed your returned item, we will issue a refund to the original form of payment. If you paid with PayPal Express Checkout or a POTV Gift Card, your account will be instantly refunded. If you paid with a credit or debit card, it usually takes 3 to 5 business days for the funds to show up on your end.
Our return facility is located in Mississauga, Ontario. Make sure to use our prepaid return labels with the correct shipping address to ship back your return.
All you need to do is click here to send your request and choose the option for store credit. We will review your request and approve or refuse it in 24 hours (much likely less than that!).
You will receive an email with instructions, and a prepaid return label from noreply@returnlogic.com.
Returns for store credit must include ALL of the items that were originally in the delivered package including accessories, power cables, bonus items, and packaging.
If you would like to keep the bonus items we included with your order the cost is CAN$14 for the POTV Grinder and TightVac and CAN$7 for the Acrylic grinder. We will deduct these costs from your gift card.
We do not charge for shipping when you are returning your item for store credit.
Once our warehouse team has verified your returned unit, we will create a gift card for the price you paid and you will receive an email with instructions on how to use it. You can use this to place a new order from Planet of the Vapes or you can gift it to a friend!
Easy! We want to make sure we find the perfect vaporizer for you the second time around. You can always write to us at hello@planetofthevapes.com and one of our resident experts will be happy to assist you personally.
If you’re ready to get your exchange going, all you need to do is click here to send your request, choose the option to exchange and follow along with the instructions. We will review your request and approve or refuse it in 24 hours (much likely less than that!).
You will receive an email with instructions and a prepaid return label from noreply@returnlogic.com.
Returns for exchange must include all of the items that were originally in the delivered package except for the bonus items. We will not send the bonus items again, you can keep the ones that came with your original order. Please pack the vaporizer, accessories, and power cables back in the original box and send it back to us.
We will cover the shipping costs when you are returning your item for an exchange.
Once our warehouse team has verified your returned unit, we will create a new order for the item you chose and either add a refund (if the chosen vaporizer cost is less than the original purchase) or send you an invoice for the price difference (if the chosen vaporizer cost is more than the original purchase).
Our self-service portal will only allow for vaporizers to be returned within 14 Days after your delivery date. Once this window has passed, we will not accept your vaporizer under our 100% Satisfaction Guarantee. We believe in giving our customers a 2 week window to try their vape.
If you want to process a return outside of this window please reach out to our customer service team at hello@planetofthevapes.com and we’ll evaluate your specific case.
After we receive your returned item, it will take 2 - 3 business days for our Returns Warehouse to review the package sent before we are able to issue any refund or exchange.
POTV will cover shipping costs if your return is under our 14 Days Satisfaction Guarantee, and you are exchanging it for another vaporizer or for store credit. If you are returning your vaporizer for a refund, we charge a flat shipping fee of CAN$15 that will be deducted from your refund.
A return may be declined for one of the following reasons:
Your return was outside of our 14 Day Satisfaction Guarantee return window or outside the product warranty window.
You have already returned 2 vaporizers and your case needs to be evaluated by our team.
WARRANTY POLICY FAQS
The manufacturer's warranty for any of the vaporizers we offer begins from the date of delivery and remains valid for the specified duration. If you need to return your vaporizer for warranty service, the duration of the warranty is not affected. It continues to run from the date of delivery of the purchased product for the allotted timeframe.
POTV will cover shipping costs on any warranty exchanges as long as the order was placed within the Canada.
We will not process a warranty exchange for any of the following reasons:
The unit appears to have been tampered with.
The unit appears to have been dropped, misused, or does not meet our warranty conditions.
The unit was not purchased directly from Planet of the Vapes.
Vapes that get returned due to a malfunction get sent back to the manufacturer.
After we receive your returned item, it will take 2 - 3 business days for our Returns Warehouse to review the vaporizer and determine if the issue is covered by warranty or not.
