Guide photo pour RMA

RMA : How to submit a return authorization

Update

New guidelines for disposable devices with federal excise tax.

With our new RMA application system, it is now easier to obtain a credit to your account for defective items!

To submit an application, you need to fill out a short form and join a few pictures for validation purposes.

Follow the steps below to learn how the RMA process works.

Start

3 easy steps

Access the RMA application form

You will find the form on the main menu of the website, under 'Plus'.

Don't forget to add the form to your bookmarks! You can do so using the keyboard shortcut 'Ctrl + D'.

Access the form

Take pictures of your products

We require two pictures for each products to be added within the form : One of the serial number, and one of the 'Imported by' information.

To help you take pictures of your products, we prepared a photo guide. You will find this guide below within this page.

See guide

Fill out the form

Submit the form and there you go!

Once you have submitted the form, you have the option to download a copy of your submission for your archives. When you application is approved, you will receive the credit for your items to your account within ten (10) days.

Questions? Contact us

Photo guide

In order to process your RMA, we need two (2) pictures for each product : One of the serial number of the device, and one with the 'Imported by' information.

1 - Serial Number

The serial number is the unique identifier for your device. It allows the manufacturer to know details about the product, including manufacturing date.

Please note that the serial number is NOT the barcode.

The serial number often appears on the device itself, but it can figure on the packaging as well. It is often referred as 'S/N'.

Here are a few examples of serial number locations per brands :

Aspire : Under the scratch-able security seal, under the QR code , plus the Batch#

FreeMax : Under the scratch-able security seal, under the QR code

Geekvape : On a separate label, following the S/N mention

Horizon : On the back of the box, on the identification label

Innokin : Above the SKU number, underneath the scratch-able security seal

Lost Vape : Under the scratch-able security seal, under the QR code

SMOK : On the label with the security code. The number is the last on the bottom of the label

STLTH : Inside the battery, once the pod has been removed

Uwell : Under the scratch-able security seal, under the QR code

Vaporesso : On the product itself, usually underneath the pod or the battery bay

Voopoo : Under the scratch-able security seal, under the QR code

Example : On the product

Example : On the label

Example : Under the scratch-able security seal

2 - 'Imported by' information

Your product has a sticker (or printed right on the box) featuring the 'Imported by' information.

You need to include a picture of this element with your RMA form.

* this information only appears on the packaging of the product

⚠️ New guidelines: Disposable appliances with federal excise tax

Step 1: Stock up defective items

We ask our customers to make a one-time return each month. When it's time to make your return, use a computer to fill out the RMA request form for disposable products.

Step 2: Complete the form

To process your return, fill in the RMA form for disposables online. You will need to list the defective product(s) and attach photo(s). Please follow the instructions on the form carefully.

Access the form

Step 3 : Keep your items

Once the form is filled, keep your items (with their original packaging) in a box and wait a few days until we can process your request. Take note that we may contact you at any point in the process to request more information about your return. When your request is approved you will receive an email to confirm and a credit will be issued to your account.

Questions?

Contact our team in charge of the returns directly.

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