Here are some after-sales problems we met usually. the solution will be shared with you.
First of all, please check the package and all items carefully and test them to make sure whether they can work well after receiving the goods. Sometimes the products you receive might not perform as expected upon delivery or after time for reasons beyond our control. In such cases, please do not hesitate to contact us and we will be responsible for you.
Questions 1: What's the active Returns & Exchange Policy?
A. The item back to us that has not been opened or used within 15 days of original purchase is accepted. A refund will be issued after we receive the packages from the post office. Please pay attention to that the returned package might have clearance risks and related fees when it arrives in our warehouse. In this case, we will have to deduct the fees from the refund. Hope you can understand.
B. For safety and sanitary purposes, on the following items will not accept returns: opened or used, and therefore Non-returnable: open cartridges, replacement coils, drip tips, replacement glasses, atomizers, and clearance products.
C. 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 costs.
*Artificial damage and problems caused by misuse are not covered by warranty.
*Any hardware cracking, modification is at your own risk, it will void the warranty.
Questions 2: If the items are broken, how can we get the replacement?
If items are broken, to save your shipping fee, there is no need to send these defective items back, please contact us via Email (firstname.lastname@example.org) ASAP!
The following information needs to be provided when asking for replacements:
1) Order number/date:
2) Product name and quantity:
3) Serial number and Security code(With picture):
4) Defective description:
5) Defective Video or pictures:
* Video/Video link or picture must be straight to the point and show the problem clearly
* Serial Number & Security code must be provided with a picture to show that.
Questions 3: When does the replacement send?
If the buyer offers us complete proof(Video to show how they operate it and pictures with items serial & security code ), we will ask the quality department to verify . It usually takes 2-3 days. Hope you can wait for it patiently.
Once the quality department confirms the problem, we will apply a replacement to you asap.
Please send messages to our customer service team: email@example.com.
Questions 4: What's the Warranty Policy and how it active?
6 Months Warranty:
All items come with a 6-month warranty. The warranty period is calculated from the day when the order is delivered.
* OXVA will be responsible for the shipping cost if the issue is caused by our side and a 50% refund will be covered if the package is lost during return.
*Please make sure the item as original condition, then refund or reship would be arranged.
Questions 5: Missing items from the package
If there is any item missing in the package, we advise to check the order shipment confirmation message and contact our customer service through firstname.lastname@example.org within 48 hours:
1. Provide your order number and missing item name
2. Provide the real weight of your package
3. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received
4. If possible, please send us" Unpacking video"
The solutions for missing items:
*Once we confirm the problem, we will resend the missing item/accessory for free within the warranty period.
*Alternatively we can arrange a refund of the missing item for you.
*Notice: The final interpretation is owned by OXVA.
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