Customer Satisfaction is of utmost importance at DESIRE-Ecig.com. We have a 30 day no hassel refund policy. If the products you purchase here have any quality problem, we will give you a full refund, excluding shipping cost.
If you are dissatisfied with merchandise purchased through DESIRE-ecig.com for any reason, you may return the item with in 15 days from the date it was shipped to you. For sanitary reasons, and overall safety of our Customers, we cannot accept returns of cartridges, bottled liquid, drip tips, and used atomizers. Therefore, our Returns Policy EXCUDES these kinds of items. At your option, you may receive a full refund, excluding shipping cost, or a replacement item if available.
The process is very simple and straightforward: (Please Note: We do not issue any return procedure without notifying us in advance. If you want to return some or all parts of your order, you are requested to contact us by emailing to [email protected])
1. Repackage the item including all original parts, packing material, instructions, etc. Within reason, this means that everything must be returned exactly as it was sent to you. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item. Items MUST not have any damage/ have been used.
2. Include a copy of the "Product Return" form that you get from our Customer Service in the package, and indicate whether you would like to be refunded for the item, or a replacement sent out.
3. Ship the item (at your expense and your choice of carrier) to the address with which you were provided from our Customer Service.
4. If you are to receive a refund, it will be issued by DESIRE-ecig LLC when the returned item has been received in satisfactory condition. Refunds will be processed within 10 business days of receiving items.
General Returns Polices
1. Mis-shipped Products
Regarding to mis-shipped items (which means the item we shipped out was not the item you ordered, excluding advanced notification), we will take the whole responsibility for the item exchange and shipping fees upon confirmation.
2. Wrong Colors
Regarding to wrong colors (which means the color we shipped out was the color you ordered, excluding advanced notification of stockout & color difference caused by personal display monitor), you’re eligible to exchange or return.
3. Once the item received, you’re encouraged to check if it is what you have ordered on Desire-ecig.com. Try the product to make sure it’s correct and workable.
If you’re returning or exchanging any items, please make sure you’re keeping them in original condition.
Defective, Damaged or Mis-shipped Items (DOA)
Defective, damaged or mis-shipped items (excluding human errors after unpacked the goods) are eligible for exchange or a full refund. When requesting an exchange or a refund, please provide us/ Customer Service with photographs clearly showing the defectiveness. If you believe items were damaged during shipping, please take photographs of the damaged package before unpacking and request the delivery carrier for"Proof of Damage" documentation. Provide us with the photographs and documentation to process your exchange or refund.
Different computer screen may alter the color of items shown on Desire-ecig. Slight color difference does not mean the item is defective or mis-shipped. However, if you are confident the item you received in wrong color, please contact our Customer Service to check if an exchange or return is possible.
If your order is delayed to be shipped by more than 7 days it originally stated without notifying you in advance, we offer you the option of keeping or canceling with a full refund.
Items that cannot be returned or exchanged
Liquid and cartridges are not applicable to the Return or Exchange Policy.
Contact our Customer Service within 3 days upon receipt of the item. Provide an explanation and photographs documenting the reason of Return. Returned items will not be accepted without prior approval from Customer Service.
Once our Customer Service has approved your request of Return, please send back the item with a filled Product Return Form to us as soon as possible.
Once we received the returned item, your return request will be handled in 3-5 business days after inspected according to your explanation. Your refund will be credited to your account after the whole return procedure finished. Items returned in unacceptable condition as described above, we will not process any refunds but ship back to customer at customer’s expense.