Returns & Replacements
We hope that you will be delighted with your items, however, if you would like to return your items for any reason at all, you may do so within 30 days of receiving your order. However, we have a strict 7-day window from the date of delivery to report any missing or damaged items. Items returned must be in a new and unused condition and are the responsibility of the customer until they are received by ProVape.
Based on the reason for the return either ProVape or the buyer will be responsible for shipping charges. After you start the return process a prepaid shipping label will be emailed to you. If you are returning a damaged or wrong item, you will receive a full refund upon receiving the item back to our warehouse. If you are returning your item for any other reason, the return shipping charges will be deducted from your refund amount.
Please note that all items must be returned in new, unused condition. If we receive items back that have been used, you will not be refunded.
To Begin Your Return:
Please give us at 855-404-2232 or send an email to Returns@Provape.com with your order number and the reason for your return.
RETURN AN ONLINE PURCHASE BY MAIL
STEP 1: Initiate your return by first contacting our customer service department by either through our contact page or by speaking to a representative. Once to your return has been approveide the box and keep the top half of the invoice for your records.
STEP 2: Prepare your package for shipment by ensuring your merchandise is included & that you have written your order number on your package.
STEP 3: Be sure that all return packages are properly insured and tracked. Return shipping fees are the customer’s expense. Mail your package to:
Provape.com Returns Department 4404 W. Victory Blvd Burbank,CA 91505
Keep the tracking information until your return has been processed. Please allow up to 21 days for us to receive your return and process your credit.
ADDITIONAL RETURN BY MAIL GUIDELINES: All returns will be credited to the original form of payment (excluding shipping and handling charges). If you paid with a Gift Card or E-Gift Card and the merchant does not approve returns we will be able to provide you with store credit. All applicable promotions, discounts, offers, free items (as part of a qualifying purchase) and coupons granted at the time of purchase will be prorated and applied to the refund amount. Once the return is processed, we will send an email confirmation of your credit. Please allow one to two billing cycles for the credit to appear on your statement.
In the unlikely event that an item sent to you is found to be faulty, you would first need to contact the manufacturer via their warranty process. After you have received a response from the warranty department and if the response is unsatisfactory please forward us their response. Then your welcome to simply begin the return process by calling us at 855-404-2232 or by sending an email to Returns@Provape.com and we will take care of shipping costs to receive the item back to our warehouse. Please note, you may be required to provide proof of damaged product before the refund is approved. Once we have received the item back your refund will be issued within 48 business hours. If you'd still like to receive the product you will then need to place a new order.
Important: All items are quality checked before leaving the warehouse. Please fully inspect your item before use for any damage in transit, as items will not be replaced or refunded after use.
Incorrect Items Received:
While we take every care to ensure that you are sent the correct items, mistakes can occasionally be made. If you find that you have received the wrong products we will happily replace them with the correct items at no charge to yourself. Simply start the return process by clicking the button below. You will then be provided with a pre-paid shipping label to ship the incorrect item(s) back to us. Once we've received the items back to our warehouse we will ship out your replacement item(s) within 48 hours.
If you would like to return your items for a refund, you may do so within 30 days of receiving them. Items returned must be in a new and unused condition. You will be responsible for return shipping for unwanted items. After we've received the item(s) back to our warehouse you will be refunded minus any return shipping charges within 48 hours.
Non-Returnable, Non-Exchangeable & Non-Refundable Merchandise:
For sanitary and overall safety reasons, all consumable products like e-Juices, e-Liquids, disposable pod devices, cartridges, coils, standard batteries, clearomizers, wicks, wire, cotton, tanks and atomizers are NOT eligible for returns, refunds or exchanges.
Please note: All returns must be received back to our warehouse in new, UNUSED condition. There are absolutely NO EXCEPTIONS if your product has been used. If you return a used product you WILL NOT be refunded.