Kush-Laboratory is dedicated to satisfying every customer, and we want every customer to have a fabulous purchase experience in every phase.
If the products you receive might not perform as expected upon delivery or after time for reasons beyond our control. In such cases, you may contact our customer service team to ask for a replacement or a refund.
Returns & Exchange Policy
60-day return guarantee
We accept returns of unopened, unused or undamaged items purchased on our website for a refund or exchange within 60 days of the ordering date. Please note that returned package might have clearance risks and related fees when it arrives in China. In this case, we will have to deduct the fees from the refund. Hope you can understand.
1. If a non-defective item is opened and used, we will not accept it back under any circumstances and they are not subject to a refund. For unopened or unused items, buyers are responsible for return shipping cost.
2. For safety and sanitary purposes, we will not accept returns on the following items: opened or used, e-juice, opened cartridges, replacement coils, drip tips, replacement glasses, rechargeable batteries and clearance products.
For hardware purchases (Mod, Kit, Tank), we have a 60 days’ warranty from the time of ordering date. To be eligible for service under warranty, you must initiate a return process by contacting our support team within 60 days of original purchase.
The 60 days Limited Warranty excludes coverage for damage resulting from accidents, abuse, disassemble, customized modification, or user-error. Moreover, incidental and consequential damages are not covered under this warranty.
Frequently Asked Questions
1. What should I do with a DOA (dead on arrival) item?
Despite that we have extensive testing before shipment, we could not 100% avoid this problem. Please test the items first after delivery. If there are defective items, please contact our support team within 2 business days, then we could solve the problem for you in a timely manner.
2. Should I send the defective item back?
It’s not necessarily that the defective items should be sent back for refund or exchange unless the manufacturer has specific requirement on it. Kindly note that all the Original Brands require S/N (serial number) & security code before providing replacements. We recommend you to keep the package or take a picture of the useful information before you discard it. If your item is defective unfortunately, please contact us via Email (firstname.lastname@example.org) with the following information:
1) Order number
2) Product name
3) Problem description
4) Picture of S/N (serial number) & security code
5) Video/ video link or picture
3. When will I receive a replacement?
Usually, we will arrange shipment for the replacement after the problem is approved. Please note that if you happen to have placed new orders, we would add the replacement in the new order.
4. How to declare the return package?
Please never use “electronic cigarette” and it would be better to use unrelated names, such as “toy gifts”, “Metal parts” and “Electronic parts” etc. To make sure that shipment will go through smoothly, please declare a value lower than 20USD.