Return of products

The products sold by the seller have the legal guarantee provided by the following articles of the Civil Code. In case of non compliance of a product, it can be returned to the vendor who will take over, refund or exchange (subject to availability). All claims, requests for exchange, refund must be made through email by following the steps described in the section ''REFUND / CREDIT / EXCHANGE process '' Returns will be at the customer charges.

Excluded from the warranty consumables: all flavors, bases, e-liquids for hygienic conditions.

However, if a customer receives a product that does not work when the first use will be exchanged upon receipt of the defective product (to the customer).

The Limited Warranty will be void if Manufacturer determines, in its discretion, that:
any proprietary labeling has been removed from the Products; or
any physical damage to the Products has been caused as a result of improper handling during or after shipment, misuse, neglect, improper installation, operation, repair, alteration, accident or for any other cause not attributable to defective workmanship on the part of manufacturer or defective material used by manufacturer to manufacture the Products.

Warranty

We offer a 60 day warranty for batteries / mods & chargers from all manufacturers. This warranty is subject to the Terms and Conditions described below:

This warranty does not cover: (a) cosmetic damage; (b) damage caused by the use of products other than those purchased from Prime Vape; (c) damage caused by accident, abuse, liquid contact, fire or other external cause; (d) damage caused by a service performed by anyone who is not a representative of Prime Vape; (e) a product that has been modified to change functionality or capability or has been used with materials that are deemed inappropriate by law, at the discretion of Prime Vape; (f) damage caused by normal or normal aging of the product;

Disposables, Atomizers and Clearomizers / Tanks: Due to the nature of the consumables and the limited life expectancy of disposable electronic cigarettes, atomizer tanks, atomizer coils and cartomizers, we offer a Dead On Arrival Warranty ( DOA), if these do not work out of the box, we will replace them for free if you follow the instructions below. You may be asked to return all defective units with their original packaging and all components initially included for confirmation and to test the device for root causes.

Batteries and chargers: The Prime Vape warranty policy only covers defects that occur during normal use of the product and does not cover other defects / damages that are the result of (i) improper maintenance or modification; (ii) use with parts or equipment that are not provided by Prime Vape; (iii) operates outside product specifications; (iv) physical abuse or unauthorized modification or misuse; (v) electrical short circuits due to not keeping the wire connectors on atomizers, cartomizers, chargers and batteries clean and dry; or (vi) battery failure due to leaking fluid on the thread is not covered by the Prime Vape Warranty; or (vii) any battery where basic cleaning and sanitation standards are not maintained – it must be clean for our staff to handle and test the unit for a fault.

Herb Spray: Due to the typical use of grass / oil / wax sprays and applicable laws, they are all final sales and all / all applicable warranties must be addressed solely by the manufacture of the product. Please be sure to research the product and manufacturer’s warranty before committing to purchase and Prime Vape recommends that you keep your original purchase invoice for the duration of the manufacturer’s warranty period.

E-Liquid: E-liquids are not covered by the warranty due to their consumable nature. If you find that the juice tastes different from a previous batch, we can guarantee that our formulas do not change but some known reasons for the change in taste may include (i) if the date of manufacture is close to the current date , the juice may require more retting. Please shake well and leave in a dark place for a few days. (ii) If you have left the E-liquid in a hot zone or in direct sunlight, the heat may have affected the taste of E-liquid, especially if it contains nicotine (iii) If you have changed your type of Clearomizer, atomizer resistance or battery power, it may be the cause of nicotine reduction or increase of dose per puff, or overheated juice can change the flavor. Check the suggested power for the resistance of the atomizer and try at the lower end of the voltage range; (iv) A survey of 500 clients showed that the taste of e-liquid, as well as some food products, can change after quitting which can be explained as being caused by the restoration of the taste buds through reduction tobacco and other types of tobacco; (v) Nicotine may oxidize when exposed to sunlight for prolonged periods of time, resulting in a slight color change in the E-liquid and may also change the flavor slightly. You can also avoid this physical change by simply storing your liquid in a dark drawer or place, dry at room temperature.

Accessories: There is no warranty on accessories.

Clearance Products: All products on sale are on final sale and are not covered by the product warranty or return policy.

Discontinued Products: Discontinued products are no longer part of our replacement / warranty policy and take effect immediately upon discontinuance.

REFUND / CREDIT / EXCHANGE process for purchases on Prime Vape:

Send an email within seven days of receiving your email – info@primevape.ca – Please include your reason for the return request as well as your order number or receipt, which clearly displays the products in question and the date.

We evaluate all products once we receive them from customers to ensure that the product (s) are in fact brand new and in a salable condition. Once we determine this, we will initiate the exchange, credit or refund to the original method of payment offered.

* NOTE * Returns on any order (excluding defective products) will be subject to a 10% restocking fee.

Due to the nature of shipping services, shipping charges on returned orders are not refundable.

Upon return, unclaimed orders, declined will be subject to a second shipping charge, in addition to a standard restocking fee of 10%.

Products that have been used in any capacity will not be refunded. Products returned to us without prior confirmation of Prime Vape support will not be processed.

Refunds usually take up to 72 hours of processing work after the refund has been initiated and another five working days from when we receive your items.