Refund Policy

-Warranty Replacement Program Policy & Guidelines- 

-Shipping & Returns-

 

Son of a B-A LLC, DBA - Black Lava Vape hereinafter referred to as BLV offers a limited 30-day limited manufacturer defect warranty on vaping devices and accessoriesThis warranty is subject to the Terms and Conditions of purchase set forth here on our website. The warranty will be considered void if the product has been tampered with in any way, has been used with parts other than those sold and supplied by BLV, is damaged through improper use, normal wear and tear, acts of God, negligence and/or abuse.

 

WARRANTY LIMITATIONS

Note: We do not honor warranties on products purchased from other third party websites/stores.  You must have a valid sales receipt from BLV in order to file a warranty claim on any product we retail.

 

The 30-day limited warranty is valid on vaping devices and other electronic products. All warranties come with the following limitations:

  1. All heating elements and tanks: Due to the normal usage and limited life expectancy of atomizers, cartomizers, heating coils, and tanks, we offer no warranty on these items.
  2. Batteries, Chargers, and Charging Packs: Our limited warranty covers only those defects that arise as a result of normal use of the product and does not cover any other problems, including those that arise as a result of: (i) improper maintenance or modification; (ii) parts or supplies not provided or supported by BLV; (iii) operation outside the product’s specifications; or (iv) unauthorized modification or misuse. BATTERY FAILURE DUE TO FLOODING IS NOT COVERED UNDER OUR WARRANTY.
  3. Liquids, Accessories, and Swag: Liquids, T-shirts, hats, and other accessories and "swag" are not covered under our warranty and are provided as-is.
  4. Items lost in transit:  Once an item is shipped and a tracking number is provided, BLV shall not be responsible for receipt of your package.
  5. Products that are discontinued or no longer carried:  Any product that is or has been discontinued or no longer supported through our line of product offerings will cease to be covered under our warranty replacement policy effective the time of discontinuance. However, BLV will make every effort to replace item(s) with like product(s) as long as said product(s) do fall within a 30 day time period and are covered under our warranty replacement guidelines. Customers may have the option to pay to upgrade item(s), at their cost, and pay any additional difference in price if the original item is no longer available. Customers may also have an opportunity to apply the original cost of item(s) towards other products only if said products exceed the original purchase. 
  6. Improper and/or unsafe use:  Failure to follow these safety instructions could result in serious injury or damage. Users of our products do so at their own risk. Neither BLV nor its retailers assume any responsibility or liability associated with the improper use of our products.
  7. Customer error: Returns are not prepaid or credited for customer errors (i.e. customer orders the wrong product and wants a refund or credit).
 

*BLV reserves the right of final decision in all warranty cases. BLV may revise the content of this warranty at any given time without notice.

 

SHIPPING

We know how excited you are to start your new tobacco-free life! And to help, we promise you this...ALL OF OUR ORDERS SHIP WITHIN 24 BUSINESS HOURS!**

Not only will we ship your product in one days time, but we'll also support you with some of the best and most convenient shipping options including the following:
  1. FREE* USPS First Class Mail Shipping on all orders over $35
  2. FREE* USPS Priority Mail Shipping on orders over $55
  3. FREE* FedEx 2Day Shipping on orders over $125
  4. USPS Flat Rate shipping in both Priority and Express

 *US domestic shipping only

**Monday - Friday only. BLV Will make every attempt to mail products on the weekend within 24 hours!

 

FREE SHIPPING OFFER

If your total purchase amount qualifies you for a free shipping option, during checkout you will see a new shipping option listed as "$0.00" - please be sure to select the FREE shipping option.  PLEASE NOTE: If you use a discount code on your order and the total is discounted below the Free Shipping price point, free shipping will not be available.

 

ORDER TRACKING

All shipments will be issued a tracking number for your convenience and if you create an account with us, you will be notified as soon as your package is processed and be able to track those shipments directly from your account dashboard page. 

 

SHIPPING TIME

Orders are typically received within 3 to 5 business days depending on your shipping method and carrier. And even faster if you live Inter-Island.* If you have any questions about shipping times, we encourage you to visit your carrier's website for more information.

*Inter-Island refers to customers that live on the 8 major Islands of Hawaii.

 

FEDEX DISCLAIMERS

Please note that FedEx does not require a signature to deliver your package. If you are not home at the time of delivery, FedEx will simply leave the package at your doorstep. This has caused issues for some customers who live in communal dwellings. Please beware of this fact when choosing FedEx as your carrier. We will not be held responsible for stolen or misplaced packages that are shown as delivered by the carrier.

FedEx does not ship to P.O. Boxes and also does not deliver on weekends.

FedEx does not ship to Guam, so we cannot ship orders there through FedEx.

 

ALL SHIPPING DISCLAIMERS:

We do not ship to third party addresses.

Once a package leaves our facility and is in the shipper's hands, we have no control over it. If this package becomes damaged, lost, stolen, or takes longer than expected to arrive please contact USPS or FedEx regarding your shipment and file a claim with them.

As much as we wished that all of our shipping carriers worked 365 Days a year; they do not. USPS does deliver on Saturday and FedEx does not deliver on the weekends. Any order placed between Friday, 12:00pm noon, and Sunday will be normally shipped out the following Monday but can take up to 24 business hours to process and ship out of our warehouse.

Any orders placed the day before a holiday can be expected to ship the next business day, but can take up to 24 business hours to ship out. If there is ever an issue that prevents BLV from shipping your order within 24 business hours, you will be contacted by a customer service representative ahead of time to resolve the issue in a timely manner so that your package can be mailed as soon as possible. 

We can not be held liable for shipping delays due to weather conditions. We are not responsible for and can not be held liable for any orders that are shown as delivered by your respective carrier but are not received by you.  Furthermore, we can not be held liable for any damages or lost items due to shipping. 

We are committed to providing you with the best shipping service and if for whatever reason, you experience shipping issues, please contact BLV and we will do whatever is in our power to make sure that you receive your goods on time and in full working order!

 

 

RETURNS

We offer a 30-day return policy on all unopened and unused goods. Products must be in their original, unopened packaging in order to be returned. Due to the fact that our product is a consumable and can not be repackaged or resold like most other consumer products, we do not offer a money-back guarantee. BLV does make every effort to replace item(s) with like product(s) as long as said product(s) do fall within a 30 day time period and are covered under our warranty replacement guidelines. Customers may have the option to pay to upgrade item(s), at their cost, and pay any additional difference in price if the original item is no longer available. Customers may also have an opportunity to apply the original cost of item(s) towards other products only if said products exceed the original purchase. Shipping an item back to BLV will be at the cost of customer(s). If a return or exchange does fall under our warranty replacement guidelines you the customer will be credited the shipping cost incurred to use toward the exchange. In addition, as long as the item(s) do fall under our warranty replacement guidelinesBLV will cover the cost when shipping replacement item(s) back to you the customer.*

*Customer(s) must agree to use USPS Flat Rate service, unless otherwise instructed by BLV, in order to receive a credit for any shipping cost incurred when doing a return or exchange.

Customer satisfaction is our top priority and to further ensure that you are satisfied with your product, we do offer a limited warranty against any and all manufacturing defects as stipulated above.

 

INITIATING A RETURN

There are three different types of product return situations. 

  • 1) RMA Warranty (Defective devices covered under a 30-Day warranty.
  • 2) Customer ordered the wrong item by mistake and wants to return the item
  • 3) Shipping error (BLV sent the wrong item to customer)

 

1) RMA Warranty Return

If you feel that you have received a defective item and would like to initiate a return under the terms of our warranty plan, you will first be required to create an account with BLV if you do not already have one, so you can submit a ticket to our customer service department explaining your warranty related issues. Do not through away the original packaging you received your item(s) in. You can in most cases use it to send any item(s) that are defective.

If after receiving your ticket and the item has been deemed eligible for replacement under our warranty program, our customer service team will reach out with further instructions. 

You will have 3 business days to send the item(s) back. 

An  RMA form (sent by email after RMA process is started) must also be completed and returned with your defective item.  Upon receipt of the defective item, our team will inspect and test the item to ensure it falls under our warranty replacement guidelines. Then we will communicate the status of said RMA through the ticket system that is tied to your account and will initiate the replacement of the item. If a return or exchange does fall under our warranty replacement guidelines, you the customer will be credited the shipping cost incurred to use toward the exchange.*

*Customer(s) must agree to use USPS Flat Rate service, unless otherwise instructed by BLV, in order to receive a credit for any shipping cost incurred when doing a return or exchange.

We reserve the right to refuse replacement if we find that the item does not meet the guidelines of our warranty replacement program as outlined above. If an item is refused replacement it will be returned to you along with an explanation as to why the item was refused. If refused, BLV will ship the item(s) back to customer(s), at customer(s) expense, using customer(s) preferred shipping method. 

All refused items and/or approved replacements will be given a tracking number which will be communicated through the ticket system to you so that you are aware of the status of your RMA item(s).

 

2) Customer ordered the wrong item by mistake and wants to return the item

If during the ordering process a customer orders an item by mistake and receives the item via order shipment - we do offer a 30-day return policy if the product is unopened and sealed in its original packaging. Return Shipping is at the cost of the customer. Please reach out to our customer service department before shipping back your item.

 

3) Shipping error (BLV sent the wrong item to customer)

If you received the wrong item in your shipment, we apologize. We want to correct this for you. Please contact our customer service team right away. We will require a photo of the packing slip from the shipment (available in your package). After receiving the photo our support team will verify the shipping error. Once verified, we will send a return shipping label. Do not through away the original packaging you received your item(s) in. You can in most cases use it to send back the incorrect item(s) to us. Once we receive confirmation of carrier pick up (USPS, FedEx, UPS, etc..., has acquired the package) we will send you your correct item(s).

 

International Customers

Please be aware of the international regulations regarding e-cigarettes and nicotine for your country.

Because these orders require more work, international orders are not always sent out within 24 business hours.

 

JAPANESE CUSTOMERS / NICOTINE E-LIQUID SHIPPING & SHIPMENTS TO JAPAN:

All Japanese citizens are able to purchase and import up to 120MLs.  There are currently no limitations on e-liquid that do not contain nicotine.

Shipment costs vary depending on location. Prices vary greatly between metropolitan and rural addresses.  Please be aware of this fact.

 

INTERNATIONAL RETURNS

You will be responsible for shipping fees to return any products to BLV for testing.  We will cover the shipping for any qualifying replacement if your unit is in fact deemed defective or replaceable under the terms of our warranty replacement guidelines. Should the item(s) tested found to be in normal working order, or does not fall under our warranty replacement guidelines, BLV will ship the item(s) back to customer(s), at customer(s) expense, using customer(s) preferred shipping method.

Please keep in mind that we will not necessarily send your return shipment using the same shipping service used to send in your device for testing.

 

INTERNATIONAL SHIPPING:

BLV will be released from any and all liabilities and/or responsibilities for packages once packed and shipped. If your package is confiscated by customs, is lost in transit, or stolen, you must understand that you will not be refunded any portion of the amount spent with BLV. You must also understand that another package will not be re-shipped in its place.

You will also be responsible for any duties and taxes charged for the delivery of the shipment.

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