Source Vapes Returns & Warranty

Hello! First, if you have a need to consider refunds and returns, you likely ordered a product from us. Which means, we owe you a “Thank you!”. Nothing makes us happier than a legion of happy Source Vapes customers, and as such we promise to do our very best to deliver amazing products and customer experience, and rest assured, to make right any hiccups along the way.
That said, here are some things that you might want to know...

RETURNS

RETURN POLICY

If you are not satisfied with your purchase for any reason, you may be able to send back your purchase or exchange it. But please note that only purchases from sourcevapes.com are eligible for Returns. Third-party sales are not eligible for return but may be eligible for warranty coverage.

Missing or Broken Items:
All broken and/or missing items must be reported to us within 48 hours of delivery.

Returns MUST be pre-authorized before being sent back to us.

Starting a Return; contact our support staff through our Customer Support Portal or by emailing support@sourcevapes.freshdesk.com . Once your return request is accepted, a Return Authorization (RMA) number will be issued, and you will be sent instructions for your return. You (consumer) are responsible for return shipping costs. Items sent back to us without first requesting a return will not be accepted. All items will be inspected for use before a refund will be issued. 
All returns must be accompanied by a Return Authorization (RMA) number; otherwise, they will be refused and returned to the shipper. 

Refunds: Except for any products designated on the website as non-returnable or Final Sale, we will accept a return of the products for a refund of your purchase price, less the original shipping and handling costs and standard 15% restocking fee, provided such return is made within fourteen (14) business days of shipment.  All returned items must be unused, in original packaging and in perfect sellable condition to qualify for a refund.

Store Credit: Except for any products designated as non-returnable. Purchases that do not qualify for a refund, and purchases opened, but unused and in original packaging, can be returned for store credit.

Important: You must return ALL product components, parts, and accessories.
Due to nature of our products, used products are NOT returnable.
Shipping fees are nonrefundable.

All atomizers, crucibles, glass, clearance items are final sale and are NOT covered by our Return Policy.

We will notify you once we’ve received and inspected your return.
If approved, you’ll automatically be refunded on your original payment method.

You should expect to receive your refund or store credit within four (4) weeks of sending your item back, however, in many cases, you will receive the refund or store credit more quickly! This time period includes the transit time for us to receive your return (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Refunds can only be credited back to the original form of payment used by the customer. If that method is unavailable, a store credit will be issued.

If you're not sure of the item/s that you're purchasing, please contact us first at support@sourcevapes.freshdesk.com or through our Customer Support Portal.

Pre Orders

PRE-ORDER TERMS & CONDITIONS

These Pre-Order Terms and Conditions govern the placing of pre-orders with Source Vapes, LLC, doing business as Source Vapes for Products as defined below. Please read these Terms carefully before submitting your Pre-Order of any Source Vapes Products. By submitting your Pre-Order, you agree to be bound by these terms.

PRODUCTS: You may pre-order some Source Vapes Products, separately or in combination with each other. Source Vapes, LLC may also make other Source Vapes products available for pre-order in its discretion.

PRE-ORDER REGISTRATION: When placing a Pre-Order, you will be required to provide your address and billing information. You represent and warrant that all such information is accurate, and you shall ensure that such information is kept current. Source Vapes LLC shall have no responsibility or liability for inaccurate information or information that later becomes outdated and shall have no obligation to make efforts to determine the correct contact or shipping information. You can update your information at any time prior to your Product being shipped by sending an e-mail to support@sourcevapes.freshdesk.com, through our Support Portal, or by editing your order via the Sourcevapes.com website.

PAYMENT: You will be charged at the time of placing a Pre-Order. All Pre-Orders are handled through the Shopify Payment platform. Methods of payment accepted are Visa, Master Card, American Express, Discover, Sezzle and others as made available from time to time by the payment gateway provider. Your placing of a Pre-Order constitutes your express agreement to the company charging of your provided payment method at such time.

SHIPPING: The expected shipping date for Pre-Order Products will be clearly noted on each Product page, subject to reasonable delays in manufacturing and/or delivery. Such date is only an estimate, is subject to change, and Source Vapes, LLC does not represent or guarantee that it will be able to ship the Product by the estimated date.  As a result, in the event a delay arises and the estimated shipment and/or release of the product is not met, Source Vapes, LLC is not responsible for any damages that may occur due to the delay, nor shall it be obligated, except as set forth in these Terms, to provide any discounts, refunds or credits due to any such delays. The Products will be shipped in the order in which your Pre-Order is received by the Source Vapes, LLC. 

Non-preorder products ordered on the same transaction as pre-order product will be shipped together when the pre-order arrives. After Placing an order with both pre-order and non-preorder items, you may request to have the order “split” to have non-preorder items ship sooner. If the request is approved, you will be responsible for any additional shipping required. The purchase price does not include import duties, taxes, and other government charges, which are your responsibility.

CANCELLATION / REFUND: Once your pre-order has been placed, you may cancel your pre-order for a full refund within 120 days. After 120 days your order is final, non­-cancelable, and non-­refundable, except as specified in these terms and the applicable terms of sale.

WARRANTY 

LIMITED WARRANTY POLICY:

Source Vapes products are covered under our Limited Warranty Policy.

Source Vapes provides a Limited Warranty against defects in material and/or workmanship under normal use for the period listed in the device documentation.
Normal wear and tear is NOT covered under the Warranty.

The original delivery date (for orders from SourceVapes.com) or purchase date (for retail purchases) will be considered as the start of the Limited Warranty Period.

If your product fails during its stated warranty period, it will be repaired or replaced at the discretion of Source Vapes. 


Exclusions

• Diffusers - 30-Day No Hassle Warranty from any manufacturer's defects.

• Attachments / All other batteries - 48 hour No-Hassle Warranty from any manufacturer's defects.
• Glass Pieces - Only covered for manufacturing defects and must be stated within 48 hours from the date of delivery.

• Crucibles/Inserts - are NOT covered under warranty
• Accessories - such as caps, tools, batteries and cases are not covered by our warranty unless received in unusable state.

This Limited Warranty will be considered voided in full, if the Source Vapes product is determined to be malfunctioning as a result of the following:

• Any damage caused by operating the device in a manner outside of what is intended, recommended and described in the user manual.
• Any damage caused by product neglect, including failure to maintain proper cleaning and maintenance.
• Any damage caused by disassembling, manipulating, self-repairing, or altering the device in any way.
• Cosmetic damage to the device’s appearance, including, but not limited to scratches, dents, parts that have become chipped or broken.
• Any damage to the device caused by misuse, abuse, or any external causes (theft, natural disasters, etc.).
• Failure to follow the Safety Instructions provided with this product

For items purchased from other retailers:
Please make sure to keep a copy of your receipt that clearly shows; the purchase price, and date of purchase in order to be eligible for warranty coverage.

Note:
Products not purchased under our acceptable MSRP RULES, from a third-party site, or "second hand" will not be covered under our warranty. 

3rd Party and Auction (eBay) sites are not covered by our Warranty Program. 

For damaged or incorrectly shipped items, please contact our Support Team (send an email to support@sourcevapes.freshdesk.com) within forty-eight (48) hours upon receiving your package. Your order will be considered as correctly closed without any issues if no attempt has been made to contact us within 48 hours.

Warranty claim process:

1. Contact our support staff at support@sourcevapes.freshdesk.com. Our customer service agents will help diagnose the issue you’re experiencing and work with you to resolve it.
2. If, after working with our support staff, it is deemed necessary for your device to be sent to Source Vapes for evaluation, a return authorization (RMA) will need to be created.
   • Support staff will confirm your order number, purchase date, and price paid.
   • If purchased through another retailer, Support staff will require a copy of your original receipt clearly showing the date of purchase, and price paid for the device in order to verify your warranty eligibility.
3. When the RMA is created, you will be sent a packing slip, and instructions on how to prepare your device for shipping.
4. You (customer) are responsible for shipping the device to Source Vapes.
5. Once received, your device will be evaluated by our Warranty Repair Center.
6. If the device is determined to have a manufacturing defect it will be repaired or replaced at the discretion of Source Vapes and returned at no further cost to the consumer.
7. If the device is determined to have damage Not covered by the warranty, you will be charged return shipping costs. This fee will need to be paid to enable the device to be returned.
8. If the device is determined to have no defects and is working correctly, you will be charged a $25 service fee, plus return shipping costs. This fee will need to be paid to enable the device to be returned.
9. Source Vapes in NOT responsible for lost or stolen packages, or devices damaged during shipping. We recommend our customers use signature confirmation and insure all shipments.

Warranty Return Authorization Instructions:

• You will need to send the device ONLY
• Please clean the device thoroughly
• DO NOT send any accessories (diffusers, glass, etc) as we will not guarantee their return.
• Pack and box the device appropriately, then send it to the address provided on the packing slip.
• You (customer) are responsible for shipping the device to Source Vapes.
• Once received, your device will be evaluated by our Warranty Repair Center.
• If the device is determined to have a manufacturing defect it will be repaired or replaced at the discretion of Source Vapes and returned at no further cost to the consumer.
• If the device is determined to have damage Not covered by the warranty, you will be charged return shipping costs. This fee will need to be paid to enable the device to be returned.
• If the device is determined to have no defects and is working correctly, you will be charged a $25 service fee, plus return shipping costs. This fee will need to be paid to enable the device to be returned.
• Source Vapes in NOT responsible for lost or stolen packages, or devices damaged during shipping. We recommend our customers use signature confirmation and insure all shipments.
• Please print and include the included packing slip with the device to help speed the process.
• Please verify your shipping address is correct on the packing slip.
• Please feel free to hand print any changes, or any relative information you deem necessary to the packing slip.