Please review this Returns & Warranty Policy carefully before completing your purchase.
All return, exchange, refund, and warranty requests are reviewed on a case-by-case basis and are subject to approval at the sole discretion of Zeno Vape.
Unopened and Unused Products
Unopened and unused products may be returned for store credit within 30 days of the original purchase date.
To qualify for a return:
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The product must be unopened and unused.
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The product must be in its original condition and packaging.
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A valid receipt or proof of purchase must be provided.
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The return must be approved by Zeno Vape before the product is sent or brought back.
Customers are responsible for all return shipping costs.
Original shipping charges are non-refundable and cannot be converted into store credit. Any original shipping costs paid by Zeno Vape may be deducted from the amount of store credit issued.
We generally do not accept returns or exchanges on e-liquids unless the incorrect product was provided due to an error made by Zeno Vape.
For questions or return requests, please contact us at: info@zenovapevancouver.ca
Approved Returns
Once a return request has been approved, the customer has 30 days from the approval date to return the product.
Products received more than 30 days after return approval may no longer be accepted.
A receipt or other valid proof of purchase is required. For defective products, the original product box, packaging, included components, and accessories must also be returned.
Clearance and Reduced-Price Products
All clearance, final-sale, promotional clearance, and price-reduced products are sold as-is.
Due to their reduced prices, these products are not eligible for returns, refunds, exchanges, or warranty coverage unless otherwise required by applicable law.
Products identified as "Clearance," "Final Sale," "Price Reduced," or a similar designation are considered clearance products.
Our 30-day warranty period begins on the date the customer receives the product.
Shipping charges are non-refundable and cannot be issued as store credit.
Dead on Arrival, Missing, or Incorrect Products
Customers must inspect their order carefully immediately after receiving it.
Claims involving any of the following issues must be submitted within 48 hours of delivery:
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A product that is dead on arrival or does not function upon arrival
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A missing product
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An incorrect product
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An incorrect flavour, colour, model, or quantity
Please contact info@zenovapevancouver.ca and provide:
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Your order number
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A clear description of the issue
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Photographs and/or videos showing the problem
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Photographs of the packaging and shipping label, when applicable
For approved dead-on-arrival or incorrect-product claims, Zeno Vape may provide a prepaid return shipping label.
It is the customer's responsibility to inspect the order and report any problems within 48 hours of delivery. If no notification is received within this period, the order may be considered complete, correct, and accepted by the customer.
Items and Conditions Not Covered by Warranty
Unless otherwise stated, warranty coverage does not apply to:
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E-liquids
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Atomizers and coils
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Tanks and pods
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Rebuildable products
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Replaceable batteries
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Chargers and charging cables
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Drip tips and mouthpieces
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Accessories or removable components
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Disposable products that have been used
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Damage caused by improper use or failure to follow the manufacturer's instructions
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Damage caused by unauthorized repair, disassembly, or modification
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Damage caused by dropping, impact, crushing, misuse, or excessive force
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Damage caused by using the product outside its recommended operating conditions
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Water damage, liquid damage, e-liquid leakage, juice spillage, heat damage, or fire damage
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Damage or loss caused by missing components
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Stripped or damaged threads
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Bent, crooked, or damaged 510 connections
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Cosmetic damage, scratches, dents, fading, or damage to the product's finish
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Loose, rattling, sticky, or worn buttons that do not affect normal operation
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Defects caused by normal wear and tear
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Defects caused by the natural aging of the product
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Products that have exceeded the applicable warranty period
Please review the manufacturer's instructions before using the product.
Defects That May Be Covered
Subject to inspection and approval, the following defects may qualify for warranty service:
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The LED or display screen stops functioning
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The charging port stops functioning
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The battery unit shuts off unexpectedly during normal use
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The device auto-fires
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The device chipset or control functions do not operate correctly
Minor cosmetic imperfections or small manufacturing variations may occur during production and do not necessarily mean that a product is defective.
A return, exchange, or warranty replacement will only be approved when the product is confirmed to have a qualifying functional defect.
Returned Packages and Restocking Fees
Original shipping charges may be deducted from any approved store credit or refund.
This includes packages returned to Zeno Vape because:
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The customer did not sign for or collect the package
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The customer provided an incorrect or incomplete address
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The customer refused delivery
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The customer failed the required age-verification process
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The package could not be delivered due to circumstances caused by the customer
Packages returned because of an incorrect address or refusal of delivery may be subject to a 20% restocking fee.
The original postage and any additional return-shipping charges may also be deducted from the amount issued to the customer.
Customers are responsible for the cost of returning products unless Zeno Vape confirms that a prepaid return label will be provided.
A returned package must be received and inspected by Zeno Vape before store credit, a refund, replacement, or reshipment can be processed.
If a returned product is incomplete, used, damaged, missing packaging or components, or is not in the same condition in which it was originally shipped or sold, no credit may be issued. The product may be returned to the customer at the customer's expense.
Customers should carefully review all products, quantities, delivery details, and address information before completing an order.
Age-Restricted Deliveries
All shipped orders are processed with a 19+ age-verification requirement.
The recipient must be at least 19 years old and must present valid government-issued identification when required by the delivery provider.
If a package is returned because the customer or recipient is under 19, cannot provide acceptable identification, or fails the age-verification process:
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Original shipping charges will not be refunded.
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Return shipping costs will not be refunded.
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Additional shipping charges may be deducted from any approved store credit or refund.
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A restocking fee may apply.
All related requests will be reviewed on a case-by-case basis.
Refunds, Exchanges, and Store Credit
Unless otherwise approved by Zeno Vape, eligible returns and exchanges will be issued as store credit.
Store credit may be provided as:
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Credit added to the customer's Zeno Vape account
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A gift card
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A discount code
Store credit will only be issued after the returned product has been received, inspected, and confirmed to be unused, complete, and in satisfactory condition.
Approved store credit will normally be issued within 10 business days after inspection.
Store credit has no cash value and cannot be exchanged for cash unless otherwise required by applicable law.
Out-of-Stock Products
If a product in an order is unavailable or out of stock, the amount paid for that product will be refunded to the original payment method.
Zeno Vape will normally submit the refund within 24 hours after confirming that the product is unavailable.
After the refund has been submitted, the customer's bank or payment provider may require up to 72 hours or longer to post the funds. Processing times vary depending on the financial institution.
Website Information and Errors
Zeno Vape makes reasonable efforts to ensure that product information, prices, descriptions, images, and availability shown on our website are accurate.
However, occasional errors may occur. Zeno Vape reserves the right to correct inaccurate information, typographical errors, pricing errors, product-description errors, or availability errors at any time.
Where permitted by law, Zeno Vape is not responsible for accidental typographical or website-content errors.
Contact Us
For return, exchange, warranty, or order-related questions, please contact:
Zeno Vape
Email: info@zenovapevancouver.ca
Please include your order number, proof of purchase, a description of the issue, and any relevant photographs or videos.