Product Return Policy
We are committed to serving the needs of our customers. As your satisfaction is extremely important to us, please first carefully review the below outlined information, and then contact our Customer Service Department based on these instructions so that we may promptly address your needs.
30-Day Limited Warranty
eSmoke LLC warrants only to the original purchaser of this product from an authorized reseller or distributor that this product will be free from defects in material and workmanship under normal use and service for 30 days after date of purchase. This warranty does not cover any defects or costs caused by:
- Modification, alteration, repair or service of this product by any persons or company other than eSmoke LLC;
- Physical abuse to, or misuse of the product or operation thereof in a manner inconsistent with the use indicated in the instructions;
- Any use of the product other than that for which it was intended; or
- Use of eSmoke devices with other manufacturers' chargers, batteries or cartridges
Any express warranty not provided herein, and any remedy which other than the warranty contained herein that might arise by inference or operation of law, is hereby excluded and disclaimed including the implied warranties of merchantability and of the fitness for a particular purpose.
Due to the strict health regulations for the protection of our customers, opened eSmoke starter kit cartridges and/or other cartridges have been opened, they cannot be returned for a refund since we cannot re-distribute such opened product to other customers. The cost of these cartridges will be deducted from the refund. Replacement or repair of product, other than cartridges, is therefore your exclusive remedy under this warranty.
Subject to the above warranty, in the event that your eSmoke device fails to operate satisfactorily, please simply follow these 3 easy steps:
Return Instructions for Warranty
- Email our Customer Service Department at customerservice@eSmoke.net in order to receive an approved, Return Authorization Number (RAN#). Please label your email subject line, "Request for Return Authorization Number." In the body of your email, please include your:
- Full contact information, including your first and last name and/or company name,
- Order number,
- Purchase date,
- Telephone number,
- Fax (optional),
- Email address,
- Shipping address and
- The reason for the return, providing a detailed explanation of the difficulty you are experiencing with the device and/or any of its components. All of these items are required for processing your request.
- Within 48 hours of our receipt of your email, our Customer Service Department will review the information you have provided, and email you back with a Return Authorization Number (RAN#). Please do not send any product to us unless and until you have received your RAN#. Once you have received your RAN#, please securely package your starter kit and/or components, and include within your package a copy of the email from our Customer Service Department indicating your RAN# and your original dated purchase receipt. If you are experiencing an issue with a product component only, please do not send us your entire starter kit.
- Mail any product returns to the following address:
ATTN: Customer Service Department
1306 River Avenue.
Lakewood, NJ 08701
- Once our Customer Service Department has received the product you have returned, we will then send you a confirmation email indicating our receipt of same, and our email to you will include an estimated time of delivery of your replacement eSmoke product and/or components.
Please note that only original condition and unopened packages are entitled to a refund, less shipping and handling fees incurred, provided that a request for refund is made to our Customer Service Department, along with shipment of product to the above indicated address within 30 days from your purchase date. All returns are subject to a 25% restocking fee minus the cost of opened cartridges.
Should you have any questions regarding our Product Return Policy, you may also call our Customer Service Department at (888) 326-7171.