General Return Policy
We want every customer to feel confident in the quality of our products and service. If you receive an item that is dead on arrival (DOA) or remains unused in its original sealed packaging, you're eligible to return it within 14 days of delivery. Please make sure to inspect and test all items as soon as they arrive – this 14-day window begins on the day you receive your order, regardless of whether the packaging has been opened.
Any manufacturer defects are fully covered under our 30-day Bronze Tier Warranty, offering added peace of mind. Please note that consumable items – such as e-liquid, flavouring, coils, tanks, drip tips, accessories, rebuildable supplies, and replacement parts – are considered final sale and cannot be returned or exchanged under any circumstances.
Warranty Coverage
Your Bronze Tier Warranty covers eligible items for 30 days from the date of delivery or in-store pickup. Customers are responsible for shipping costs when sending items back to us; we'll cover the cost of sending replacements.
What's Not Covered
- Consumables, including e-liquids, flavours, disposable vapes, coils, tanks, rebuildables, batteries, chargers, mechanical mods, and accessories
- Damage caused by misuse, accidents, drops, water exposure, or fire
- Improper repairs or use outside of manufacturer guidelines
- Cosmetic wear and tear such as scratches, dings, or finish imperfections
- Sticky or unresponsive buttons, missing components, cross-threaded connectors, or bent 510 pins
- Products that are no longer within the warranty period
What Is Covered
- Non-functional or faulty LED/OLED screens
- Malfunctioning charging ports
- Battery issues, including auto-firing or failure to hold charge
- Chipset or firmware-related malfunctions
Important: To submit a valid warranty claim, you must keep the original box that the item came in, which displays the serial number or security number. Warranty claims cannot be processed without this verification.
Warranty claims apply only to verified defects. If your item is malfunctioning and still within the warranty window, please visit our RMA Request Page to start the return process.
Membership Warranty Perks
Your membership tier extends your warranty duration. Warranty coverage remains the same.
| Membership Tier | Warranty Duration |
|---|
| No Account | 30 Days |
| Bronze | 90 Days |
| Silver | 120 Days |
| Gold | 150 Days |
| Platinum | 180 Days |
Restocking Fee
All approved returns are subject to a 10% restocking fee, including packages that are returned to us due to failed delivery or refusal. We can only accept returns on items that are factory sealed in their original packaging. Returns that are opened, incomplete, or show signs of use will not be eligible for credit and will be returned to you at your expense. Refunds for accepted returns are issued as store credit in the form of reward points added to your account.
Disposable Vapes
Disposable vapes are strictly final sale and are not covered under any warranty – no exceptions. Returns, exchanges, or credits will not be issued under any circumstances. If your disposable vape arrives dead on arrival, you must notify us within 24 hours of delivery and provide a clear, uninterrupted video showing the issue along with all original packaging. Failure to do so within the required timeframe will void any possibility of compensation.
Wrong or Missing Items
If your order is missing items or includes something you didn't order, please contact us within 48 hours of delivery at sales@dashvapes.com. Once we verify the issue, we'll provide a prepaid return label for any incorrect items and ship the correct ones at no additional cost. Please note that if the original items are not returned within 14 days, we reserve the right to charge your original payment method for the full value of the unreturned products.
Product Exchanges
Items that are dead on arrival (DOA) or fall within the warranty period are eligible for exchange and will be replaced with the exact same item in the same colour or option. If the original product has been discontinued or is no longer available, we'll provide a comparable alternative at our discretion. Please note that exchanges under warranty are strictly one-for-one replacements – refunds or store credit will not be issued.
Refunds & Store Credit
Refunds are issued only to the original payment method used at checkout. Orders paid by cash , or debit are not eligible for direct refunds and will instead receive store credit in the form of reward points. Once returned items are received and inspected, please allow up to 7 business days for processing. Depending on your financial institution, it may take one full billing cycle for the refund to appear on your statement. When applicable, reward points will be added to your account and can be used both online and in-store. Please note that original shipping fees incurred by DashVapes are non-refundable unless the return is due to our error. International shipping fees are always non-refundable.
Underage Purchases
All shipments require Age Verification at the time of delivery. The carrier will not release your package unless you can provide valid government-issued ID proving you are of legal smoking age in your province, state, or country.
If you fail age verification, the package will be returned to us by the carrier. Once returned, final sale items are strictly non-refundable. Any eligible items will be refunded minus a 50% restocking fee, plus all shipping costs incurred – both for the initial delivery and the return. These fees are non-negotiable and will be strictly enforced.
If you are underage, do not attempt to place an order. You will lose your money. This policy exists to comply with federal and regional laws, and no exceptions will be made.
Price Guarantee
If an item you purchased goes on sale within 30 days of your order, we've got you covered. Simply contact us, and we'll issue the difference as store credit. This guarantee ensures that you're never penalized for shopping early – just another way we stand behind our pricing and reward our customers for their loyalty.
Non-returnable & Final Sale Items
All clearance, overstock, final sale, or "as-is" items are strictly non-returnable and are not eligible for refund or exchange under any circumstances. Additionally, we do not accept returns on consumable products such as e-liquid, flavor concentrates, disposable vapes, rebuildable parts, batteries, accessories, or replacement components. Any product showing signs of physical damage or misuse – including broken glass, stripped threads, water or fire damage, or general wear and tear from regular use – will also be ineligible for return. These conditions are non-negotiable and strictly enforced to maintain product integrity and customer safety.
Return Authorization
Before returning any product, you must obtain a valid Return Merchandise Authorization (RMA) number. This helps us track and process your return efficiently. To request an RMA, simply visit https://www.dashvapes.com/nz/rma and complete the short form. Returns sent without an approved RMA may be delayed or rejected.
Return Address
After your Return Merchandise Authorization (RMA) is approved, you must return the item(s) within 30 days. Be sure to include a copy of your RMA approval email inside the package to avoid delays. All items must be packaged securely, and we strongly recommend using a shipping method that includes both tracking and insurance. Please note that DashVapes Inc is not responsible for any lost or damaged packages during transit.
The return address will be provided in your RMA approval email.
