We do not have to provide a refund if you have changed your mind about a particular purchase or you have made the wrong order after you received the items, so please choose carefully. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
All courier charges on returns are not refundable unless the return is due to you receiving goods differ from that which you purchased or your goods are damaged in transit. If you do receive a product which is faulty or different from that which you purchased, please contact us immediately to arrange a return or exchange of the product. We will then inspect the returned product and if found to be faulty or different from that which you purchased, you will be reimbursed for the delivery charge. For goods damaged in transit, we may refuse to exchange these damaged goods if you signed for them at the time of delivery, accepting the goods were received in good condition. Please ensure you check your goods for any damage prior to signing the delivery docket for your product.
Warranty & Repair
I’m due for a refund, how long until I receive it?
All refunds are processed within 7 business days by HQD vape shops. The exact amount of money will released by Pay Pal and back to your original account up to 30 days.
Do I need to pay for the shipping fee when returning a product for repair or replacement?
In the event that you need to return a product for repair or replacement (as covered by the limited product warranty), simply print the waybill code provided to you by the customer service team to avoid having to pay any shipping fees. If you wish to return or request replacement for reasons outside of those covered by the warranty, you will be responsible for paying the shipping fees. Please ensure you pay the exact postage amount, failing which your package will either be rejected or sent back to you; HQD vape shops is not responsible for unpaid packages upon their arrival.
My device is malfunctioning; how do I get it repaired?
Please contact HQD vape shops customer support （email@example.com） with details about the issue and photos/videos of the malfunction.
What's the process for return and replacement?
Once your package has been received and verified against the warranty, we will issue a full refund or a replacement for the eligible products. If an accessory is returned without cause, HQD vape shops reserves the right to deduct the shipping fee from the refund amount.