We want nothing more than for our customers to feel they receive quality products and high quality service. After the receipt of your order, we offer a 14-day return policy on any DOA (dead on arrival) or unused items, factory sealed in the manufacturer's original packaging.
Please inspect and test all products upon receipt, the 14-day return window begins regardless of whether the products were opened or not.
Any manufacturer defects will be solved by our Bronze tier 90-day warranty.
Unfortunately e-liquid is always a final sale.
Warranty
Our Bronze tier 90-day warranty begins the day the items are delivered. Customer assumes all cost in shipping items back to ScentSails, and ScentSails assume all cost in shipping the item back to the customer. Shipping cost incurred is non-refundable/creditable.
What is not covered by our warranty?
- E-liquids are NOT covered.
- Failure or damage caused due to improper use or unauthorized repair
- Failure or damage as a result of excessive force such as dropping or abuse
- Failure or damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
- Damage or failure caused by improper use. This includes water damage, spillage, and fire damage.
- Loss or damage due to missing components
- Modifying a product in any way, automatically voids the warranty.
- Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
- Items outside of our warranty period
Some products will have minor flaws and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective (malfunctioning).
If you are still covered under warranty, please proceed to our
Return Merchandise Authorization page.
ScentSails Membership Rewards Warranty Perks
ScentSails warranty duration is based on your membership tier. You can view more details about ScentSails Rewards at
www.scentsails.com/rewards
Membership Tier
Warranty Duration
The tier status prolongs your warranty period, It does not alter what is covered by the warranty.
Restocking Fee
Returns / exchanges will incur a 10% Restocking fee on items. This includes packages not signed for during delivery and returned to us by the shipping courier. We can only accept returns on manufacturer sealed items. If an item does not come sealed originally, we are unable to take a return on it. Returns and exchanges are made in the form of Store Credit, and added to your account in the form of Points. Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no Credit will be given and the package will be returned to you at your expense.
Underage Purchases
Every package that we ship utilizes Age Verification service. This means that in order for the carrier to hand over the package, you must verify that you are of legal smoking age in your province, state, or country. If the carrier cannot verify your age, they will ship the items back to us. Once the items return, final sale items (as outlined below) are non-refundable. Any items that are eligible for a refund will be done so minus a
FIFTY PERCENT (50%) restocking fee, as well as any shipping charges incurred for shipping the items to you, and for the carrier to ship them back to us. This is absolutely non-negotiable. If you are underage, please do not order items, you will lose money doing so.
Wrong or Missing Order Item(s)
If we make an error when fulfilling your order, please contact customer service within 48 hours of receiving your package to initiate a claim. A brief email to
[email protected] alerting us of an error is the quickest way of initiating claims. We make sure to correct any fulfillment mistakes as quickly as possible, and sincerely apologize for any inconvenience.
Incorrectly received items must be returned to us. We provide you with a prepaid return label via email to send back the product(s) free of charge. If we do not receive the item(s) within 14 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s).
Product Exchanges
Items that are DOA (Dead on Arrival) or still under warranty, are eligible for an exchange only. We will exchange the item with the exact same item, in the exact same colour. Exceptions may apply if the item is no longer being actively stocked.
We can not offer store credit or refunds on warranty exchanges.
Refunds & Store Credit
We are unable to issue refunds to any form of payment other than the original credit card used to make your purchase.
We are unable to issue a refund via Zelle QuickPay, Cash, Debit Card or Cheque. If you purchased using Zelle QuickPay, Debit Card, Cash or Cheque, you will receive store credit.
We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
Where applicable, we issue store credit in the form of reward points for the value of the returned product(s) after receipt and inspection of returned merchandise.
These reward points can be used as cash on the checkout page and in-store.
Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.
Please note: we cannot process return or refund requests without proof of purchase.
Price Guarantee
We offer a 30-day price guarantee. If you purchased a product that is now listed for less, you can get a credit of the difference within 30 days of your purchase.
Non-returnable & Final Sale Items
All clearance, final sale, or "as is" marked items are nonrefundable and ineligible for returns, refunds, or exchanges.
We also cannot accept returns of e-liquids.
Our 14-day return policy does not include coverage of accidents and user errors such as physical damage.
Return Address
After you receive an RMA number, please return your product(s) to us within 30 days. Be sure to include your RMA Approval email.
Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. Scent Sails LLC is not responsible for loss or damage during transit.
Scent Sails
1160 S Rogers Circle, Unité 1
Boca Raton, Florida, 33487
United States