At E-Smoke Shop, we’re committed to your complete satisfaction with our premium vaping products. If you’re not entirely happy with your purchase, we offer a straightforward returns and exchanges process to ensure you get exactly what you need for your vaping experience.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Your item must be unused, in its original packaging, and in the same condition you received it
  • The original proof of purchase must accompany your return
  • You must initiate your return within 15 days of receiving your order

Important Note on Non-Returnable Items

For health and safety reasons, we cannot accept returns or exchanges on the following products:

  • All e-liquids (including Apple, Blackcurrant, Blue Raspberry, Blueberry, Menthol/Ice, Mixed Fruit, and Pineapple varieties)
  • Coil heads/atomizers (including Aspire, Joyetech, and Kanger brands)
  • Any opened or used vaping products

These restrictions are in place to ensure product integrity and customer safety.

Returns Process

  1. Contact Us: Email our customer service team at [email protected] with your return request within 15 days of delivery.
  2. Provide Details: Include your order number, the item(s) you wish to return, and the reason for return.
  3. Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and return instructions.
  4. Package Your Return: Securely pack the item(s) in their original packaging with the RMA number clearly visible.
  5. Ship Your Return: Send the package to our warehouse at:
    E-Smoke Shop Returns
    3682 Columbia Boulevard
    Baltimore, US 21212
  6. Processing: Once received, we’ll inspect your return and process your refund or exchange within 3-5 business days.

Exchanges Process

If you need to exchange an item for a different product:

  1. Follow the same steps as the returns process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement product
  3. If the exchange item costs more, you’ll need to pay the difference
  4. If it costs less, we’ll refund the difference to your original payment method

Refund Information

Once your return is approved:

  • Timing: Refunds are processed within 3-5 business days after we receive your return
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable
  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number]

Dear E-Smoke Shop Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) to Return: [Product Name(s) and Quantity]
  • Reason for Return: [Please specify]
  • Preferred Resolution: [Refund/Exchange – if exchange, specify replacement product]

Please let me know the next steps to complete this process.

Thank you,

[Your Full Name]
[Your Email Address]
[Your Phone Number]

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged/incorrect item and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Need Help?

Our customer service team is here to assist you with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Business Hours: Monday-Friday, 9AM-5PM EST

We appreciate your trust in E-Smoke Shop for your vaping needs and are committed to making every experience with us positive and satisfying.