Refund & Return Policy
Getting Help With an Order
Every question about an order, including returns, exchanges and refunds, is handled by email. Write to support@saveonpuffs.com and put your order number in the message. Email is the quickest route to a resolution, and our Contact Us page reaches the same team.
Return Window
You have 30 days from the day you placed your order to ask for a return. Requests made after that point are declined unless a member of our team agrees to an exception because of unusual circumstances. Thirty days gives you plenty of time to try your item and make sure it works.
Approval Comes First
Every return must be approved before anything is sent back. Please don’t mail an item to us until we have replied and approved your request. When we approve a return, our email will tell you where and how to send it. Packages that arrive without approval may not be accepted.
How to Request a Return or Exchange
Email support@saveonpuffs.com with the details below so we can review your request:
- The name on the order
- Your order number
- The day you ordered (rather than the day it arrived)
- The product, with its brand, model, flavor or color
- What is wrong with it, described as clearly as you can
- The kind of problem: defective, dead on arrival, wrong item, missing part, or changed your mind
- What you would like: the same item again, store credit toward something else, or a refund (refunds apply to qualifying unopened returns and to approved defect or error claims)
Now and then we may ask for a photo or short video showing the problem, usually when the issue is visual or the situation is unusual. It isn’t something we ask for often, but we may need it to approve a claim.
Exchange Option 1: Send Back First
After we approve your request, we will email you a return authorization (RMA) number and return instructions. Pack the item securely and ship it as instructed. When it arrives, we inspect it, update you by email, and then send out your replacement or apply your credit, whichever you chose. You will get a new tracking number once the replacement ships.
Exchange Option 2: Get Your Replacement Sooner
Prefer not to wait? Place a new order for the replacement yourself, paying as normal, and include that new order number in your return email. After we approve the return, we will send you an RMA number and instructions for sending back the faulty item. Once it reaches us and passes inspection, we refund the price of the returned item to the card you originally paid with.
Put simply: you buy the replacement now, tell us the order number, and we refund the faulty item after it comes back and checks out.
Items We Can’t Take Back
For health and safety reasons, the following cannot be returned:
- Disposable vapes that have been opened or used
- E-liquids and nicotine salts
- Pods, tanks, coils and atomizers that have been opened or used
- Batteries
- Chargers
What a Defect Claim Doesn’t Cover
- Looks-only concerns such as paint wear, leaking, or a tank or pod that doesn’t sit perfectly flush
- Damage that happened while the device was in your hands
Requirements for Defective Items
To qualify for an exchange or store credit, a defective item must:
- Be free of physical damage and heavy scratching
- Have a real fault, not just a small scuff, mark or color change
- Come back with every accessory that was in the original box
- Be packed about as carefully as it was when it reached you, since we can’t give full credit for items broken in transit because of poor packing (if a well-packed return is clearly damaged by the shipping company, you won’t be held responsible)
- Not be on the list of items we can’t take back
Refunds and Exchanges
Refunds are issued only after we approve them. When a refund doesn’t apply, a defective item can be swapped for the same product or credited toward something else. Items that arrive dead, wrong or incomplete, and unopened change-of-mind returns, follow the rules below.
Dead on Arrival, Missing or Wrong Items
Tell us about a dead-on-arrival item, a missing piece or a wrong product within 72 hours after delivery. Please check your order as soon as it arrives so you don’t miss that window. Items on the can’t-return list are accepted only when they are dead on arrival and reported within those 72 hours.
Accidents, taking a device apart, modifications and misuse are not covered.
Changed Your Mind?
If an item works but has been opened or used, we can’t accept it back simply because you changed your mind.
Change-of-mind returns are accepted only when the product is still sealed, unused and in its original packaging, exactly as it reached you. Start by emailing support@saveonpuffs.com with your order number. Return shipping for these returns is your responsibility, and we don’t reimburse it. Once approved, you will receive an RMA number; write it clearly on the outside of the box, because packages without it can’t be matched to an order.
A defective item that isn’t on the can’t-return list may be exchanged, credited toward a different product or refunded.
Canceling an Order
To cancel, email support@saveonpuffs.com with your order number as soon as possible. Orders that have already left our warehouse can’t be canceled.
Compatibility
We can’t promise that one product will work with another. If you aren’t sure, look it up or ask us before you order. Returns because of compatibility aren’t accepted.
Refunds
After your approved return reaches us and is inspected, we will email you to say whether the refund is approved. Approved refunds go back to your original card and post within 3–5 business days.
Refund Not Showing Yet?
Check your bank or card statement again first, then ask your card issuer, since banks sometimes take a little longer to display a credit. If you still think something went wrong on our end, email support@saveonpuffs.com with your order number.
Battery Safety
SaveOnPuffs is not responsible for injury, damage or defects, short-term or lasting, caused by misusing lithium-ion batteries. Please learn how your batteries work and how to charge, store and handle them safely.
Return Shipping
If we approve a return because of our mistake or a defect, our approval email will explain how return shipping will be handled. Change-of-mind return shipping is paid by the customer.
Delivery time for a replacement depends on your location.
If a package is lost or arrives damaged, email us with your order number and we will look into it, using the tracking details and anything you can share.
Please note: we are not responsible for returns that are lost, stolen or damaged on the way back to us. If a returned package arrives damaged, or its contents are missing or aren’t products we sold, we will let you know after we inspect it.