We strive to provide our customer with high-quality e-cigarette, but the item you received might not perform as expected by the time it's delivered or after a time for reasons beyond our control. In such cases, you may contact us and ask for a replacement or a refund. Please do use them first to see whether they can work well when you receive your order.
7 Days Money Back Guarantee
We have a 7-day-money-back guarantee on all our products (excluding prefilled cartridges, e-juice and all clearance items) from the date you received it without any reason. You should return the item in its original condition to us. After we receive the returned items, we will offer you a refund excluding actual shipping fees already incurred. Please note that returned parcel would have clearance risks and related fees when arrives in China. If so, we have to deduct the fees from the refund. Hope you can understand.
3 or 6 Months Warranty
We have certain guarantee period for our products from the date of delivery, batteries and MODs usually come with 3 or 6 months warranty, please check the Guarantee section in item description carefully.
1. My item is DOA(dead on arrival), how could I do?
We feel very sorry for the defective item you received. Though we have an extensive testing before shipping, we can't 100% avoid this problem. After you receive your order, please test them first. If you receive any broken item, please contact us within 48 hours, we will try our best to get it squared away.
Also, we appreciate your time to fix them using the method at here/this link.
2. Should I send back broken items?
We now don't demand our customers to send back the broken items to save your shipping fee and offer more efficient after-sales service. Please note that some brands require S/N (serial number) before providing replacements. We recommend you to keep the package after you get the parcel, or take a picture of SN before you discard it. If your items are broken unfortunately, please contact us via LiveChat or Email (service@heavengifts.com) ASAP with following information:
Serial Number:
Security Number:
Order Number:
Product Name:
Problem Description:
3. When will I get a replacement?
Generally, we will ship the replacement after approving the problem. When you place your new order, please leave a message in order note to remind us of it, or you can contact us directly. Sometimes when the replacement is not available, we will ship your order first and leave the replacement sent to you with your next order.
4. Resellers: I don't want to return one single item, how to do?
For resellers, you can replace the item for your customers and collect the broken items in one or 2 months(within the guarantee period) to send them back to us together. Please contact us when you are ready to send them back to us, we will process the replacement for all of them together.
5. I haven't sent back the previously broken item, how to do if I have one more item broken?
According our records, if we find that you haven't sent back previously broken items which have been replaced, we won't process the new replacement until we receive them. Please send all of them back to us within guarantee period, we will inform you and proceed the new replacement for you after we receive them.
6. Do you provide any envelop or postage?
We don't provide any envelop or postage for returned items. Please do confirm our receiving address with us before you post back broken items, or we will not be responsible if they are lost.
Though we suggest our customers choosing cheapest airmail to post back broken items to save your costs, we are not responsible for lost parcels. You'd better use registered airmail or express shipping if you need to return many items together. Hope you can understand.
7. How to declare the shipment when I return broken items to you?
If you must declare the parcel, please never use "e-cig" "e-cigarette", it will be better to use unrelated names, for example "gifts" "toy gifts" "electronics" "broken electronics parts".
Please mark the value lower than US$35. It will be helpful to clear China customs.
8. The policy of Clearance items and Gift items
No guarantee for clearance items except DOA (Dead on Arrival). If the clearance item is DOA, please contact us within 48 hours, we will try our best to get it squared away.
No guarantee for gift items except DOA (Dead on Arrival). If the gift item is DOA, please contact us within 48 hours for solutions.
