This is the same policy posted at the counter in both stores, and it’s applied the same way to every customer, in store or online.
What we can and can’t take back
We can’t offer returns or exchanges for personal preference, such as not liking the flavour or the airflow. Faulty e-liquid or device performance caused by a manufacturing defect is assessed case by case.
If you have a problem with a device that falls outside these requirements, please speak to a store employee or manager and we’ll work with you on a resolution.
Every device return or exchange needs
- The physical device.
- The original box and everything that came with it (chargers, for example).
- E-liquid left in it. A device showing zero percent is tested to check the e-liquid reading; if the reading works correctly and the device is actually empty, it can’t be refunded or exchanged.
- For refunds, the original payment method. Cash refunds aren’t provided for cash purchases.
- No damage, and not exceptionally dirty.
- The same flavour as purchased and printed on the box.
Return & exchange timeframes
Counted from when you bought or received the product:
| Product | Timeframe |
|---|---|
| Disposables, 11 mL of e-liquid or more | 3 days (72 hours) |
| Disposables, under 11 mL of e-liquid | 2 days (48 hours) |
| Pre-filled pods (closed pod systems) | 3 days (72 hours) |
| Batteries for closed pod systems | 7 days (168 hours) |
| Refillable device kits (battery + pod) | 7 days (168 hours) |
| Replacement pods and coils (single or packs) | 3 days (72 hours) |
| E-liquid | Not returnable or exchangeable (see below) |
E-liquid
E-liquid can’t be returned or exchanged. In exceptional cases, for example if the e-liquid is unusually thin or thick or the taste is clearly off, we’ll look into it case by case and help you reach a fair resolution.
Online orders
- The same policy and timeframes apply to products ordered online, counted from pickup or delivery.
- Cancel an order before you pick it up or before it’s out for delivery and nothing is charged; if you paid online, the full amount goes back to your card.
- Refunds for orders paid online go back to the card used to pay.
- If a delivery is refused because the customer is under 19, has no valid government photo ID, or the name on the ID doesn’t match the order, the delivery fee is still charged and isn’t refundable.
Battery safety
Never use a device with a damaged battery or case. If a device gets hot, swells or leaks, stop using it, keep it away from flammable material, and bring it in. Please don’t put used disposables or batteries in household garbage. Take them to a battery recycling drop-off.
Respect for our staff
Whatever the outcome, abuse or harassment of our staff will not be tolerated under any circumstances.
Questions
Call (709) 808-0288 or email foglabvapes@gmail.com.