Returns
We are happy to accept returns of unopened, unused products within 30 days of the delivery date of your order.
For Disposable Vape Devices, "unopened" would mean that the plastic seal has not been removed from the individual unit, and the device is returned with any paper packaging it was shipped with.
If you would like to return products from your order, please email us at support@zuluvape.com for instructions.
We are unable to offer any refunds or store credits for shipping fees.
Sorry, Clearance section items are ineligible for return. All sales of clearance section goods are final.
Disposable Vapes
Our Customer Service Team handles defective disposable device claims on a case by case basis.
We do our best to put every device and box sold through a visual quality assurance check prior to packing and shipping orders. However, There are a number of components in a disposable device that could fail and cause a faulty unit, and the nature of the product means that there is unfortunately not a way for us to thoroughly function and flavor test devices prior to shipment.
Sadly, this means that on occasion, our customers may encounter a product defective device.
There simply is not a way for us to warrant against this, and virtually no disposable device manufacture currently on the market can make a claim of a disposable device line where these issues do not occasionally present themselves.
In the event that you do receive a defective disposable device, please send us an email to support@zuluvape.com, including your order number and description of the issue you are experiencing. If the devices are malfunctioning - starting to fire without being drawn on, continuing to fire after you've finished drawing - please send us a video with this email, if possible, to help expedite the claims resolution process.
Defective disposable device claims are handled on a case by case basis, and final resolutions are crafted for each individual customer. We are best able to provide support for defective devices within 30 days of the date that your order is delivered.
We are unable to issue any credit for shipping fees for devices determined through the claims process to be defective.
Clearance Section Products
All sales of Clearance section goods are final - no returns will be accepted. Defective device claims will be only be resolved with store credit for replacement devices.
Missing/ Incorrect Items
All Missing or Incorrect Items claims must be made with us within 5 days of delivery of your order.
Please verify the contents of your order as soon as it is delivered.
If your order is missing items, please take a picture of the products received, the shipping package with label it was received in and the invoice packed in your order and send it to support@zuluvape.com. We will immediately reship any missing product at no additional shipping cost.
If your order contains incorrect items, please take a picture of the products received, the shipping package with label it was received in and the invoice packed in your order and send it to support@zuluvape.com. In certain circumstances, we may provide return postage for the incorrect products to be returned, but in every case we will rectify the problem immediately with no additional shipping charges.
E-liquids
All E-liquid sales are final.
Hardware
We provide a 5 day quality check period from delivery on manufacturer defects on all open system, refillable vape systems and devices. Quality Check period does not cover misuse, abuse, water damage or modification. Defective devices will need to be returned with all packaging and accessories in order to be exchanged or store credit given. If you believe you have a defective device, please take a photo of the product in question, the shipping package with label it was received in and the invoice packed in your order and send it to support@zuluvape.com.
Package Marked as Delivered but not Received/ Missing Packages
We encourage our customers to take advantage of Route Package Protection available at checkout. If you have selected Route Package Protection at checkout, please start the claims process here.
If you declined additional package protection at checkout, any packages marked as delivered but not received must be first be reported to the shipping carrier selected at checkout. We are unable to contact shipping carriers or delivery locations on behalf of customers.
For USPS, missing mail claims can be filed here: missingmail.usps.com
If you have selected Route Package Protection at checkout, please start the claims process here.
Package Non-deliverable or Returned To Sender
We will make 1 attempt to reship all packages returned to our shipping location marked as Non Deliverable or Returned to Sender, at no additional charge. A member of our customer service team will reach out to confirm shipping address prior to scheduling reshipment of the order. If the order is returned to us again, a refund will be provided minus the cost of shipping. Subsequent reshipment attempts will incur a shipping fee. If we are unable to confirm or update the shipping address of a returned package, we will provide a full refund to the payment method used at checkout.
Policy Updated: 2/1/2024