Return / Exchange Policy

By making a purchase here, you agree to follow these guidelines.

This Return Policy, hereinafter referred to as "the Policy," constitutes an integral component of the terms and conditions governing all transactions conducted with SuorinUSA, hereinafter referred to as "the Company." By engaging in any purchase of products or services offered by the Company, the purchaser, hereinafter referred to as "the Customer," acknowledges and irrevocably agrees to be bound by all provisions set forth herein. This Policy serves to delineate the parameters for product returns and exchanges, ensuring clarity and transparency in all customer interactions.

Section I: General Return Provisions

1.1. Initiation of Return or Exchange Procedures:
- 1.1.1. Exclusive Communication Channel: All requests for product returns or exchanges must be initiated exclusively through electronic mail communication directed to help@suorinusa.com. No alternative communication methods shall be accepted for initiating return or exchange procedures.
- 1.1.2. Mandatory Order Identification: The Customer is obligated to include the corresponding order number in the subject line or the body of the electronic mail message. This requirement serves to facilitate efficient retrieval and processing of the return or exchange request. Failure to comply with this provision may result in delays, denial, or rejection of the request.
1.2. Conditions for Return of Unused Merchandise:
- 1.2.1. Temporal Limitation: Unused and unopened merchandise, in its original packaging, may be eligible for return within a strictly enforced five (5) calendar day period, commencing from the documented date of delivery.
- 1.2.2. Discretionary Return Authorization: The issuance of return authorization is contingent upon a comprehensive review and discretionary approval by the Company. Specific return instructions, including a Return Merchandise Authorization (RMA) number, will be communicated to the Customer via electronic mail.
- 1.2.3. Financial Responsibility for Return Shipping: The Customer assumes full and exclusive financial responsibility for all costs associated with the return shipment of unused merchandise. The Company shall not be liable for any shipping costs incurred by the Customer in connection with returns under this provision.
1.3. Application of Restocking Fee:
- 1.3.1. Non-Negotiable Fee: A non-negotiable twenty-five percent (25%) restocking fee will be deducted from all approved refunds. This fee serves to offset the administrative, processing, and handling costs incurred by the Company in connection with returned merchandise.
1.4. Prohibition of Returns for Opened Merchandise:
- 1.4.1. Public Health and Regulatory Compliance: Due to stringent public health regulations and applicable legal restrictions governing consumable and vapor-related products, opened merchandise, regardless of its condition, is strictly non-returnable and non-exchangeable.
1.5. Inspection and Discretionary Refund Determination:
- 1.5.1. Rigorous Inspection Process: All returned merchandise will be subjected to a meticulous and rigorous inspection process to ascertain its condition and compliance with return eligibility criteria.
- 1.5.2. Company Discretion: The Company reserves the sole and exclusive right to exercise its discretion in determining the appropriate refund amount, which may include a full refund, a partial refund, or store credit, based on the findings of the inspection. The Company's decision in this regard shall be final and binding.

Section II: Final Sale Items (Non-Returnable)

2.1. Designation of Final Sale Items: The following items are explicitly designated as final sale items and are not eligible for return or exchange under any circumstances, including but not limited to defects or errors in ordering:
- 2.1.1. E-Liquid Products: All e-liquid products, regardless of packaging integrity or condition.
- 2.1.2. Cartridges, Pods, and Coils: All cartridges, pods, and coils, due to hygienic and contamination prevention considerations.
- 2.1.3. Disposable Vaporizers: All disposable vaporizers, regardless of operational status or reported defects.

Section III: Electronic Device Return Policy

3.1. Reporting Defective Electronics:
- 3.1.1. Strict Time Limitation: Customers are obligated to report any alleged defects in electronic devices within a strictly enforced forty-eight (48) hour period following the documented date of delivery, via electronic mail communication.
- 3.1.2. Comprehensive Troubleshooting: The Company will conduct comprehensive troubleshooting procedures to diagnose and verify the reported defect.
- 3.1.3. Issuance of Return Merchandise Authorization (RMA): If a device is conclusively determined to be defective by the Company, a Return Merchandise Authorization (RMA) number will be issued.
3.2. Returns of Opened Electronic Devices:
- 3.2.1. Defect Verification Requirement: Refunds or replacements for opened electronic devices are contingent upon a conclusive determination of defectiveness by the Company's technical assessment.
3.3. Exclusion of Returns for Physically Damaged Electronics:
- 3.3.1. Customer-Induced Damage Exclusion: Electronic devices exhibiting physical damage resulting from customer negligence, misuse, or unauthorized modification are explicitly excluded from return eligibility.

Section IV: Return Procedure

4.1. Return Initiation:
- 4.1.1. Electronic Communication Requirement: Email help@suorinusa.com, including the order number.
4.2. RMA and Shipping Instructions:
- 4.2.1. Provision of Detailed Instructions: Upon approval, an RMA number and detailed shipping instructions will be provided via email.
4.3. Return Shipment:
- 4.3.1. Packaging and Labeling Protocol: Package the merchandise securely, clearly display the RMA number on the exterior of the package, and ship at the Customer's expense using a trackable shipping method.
4.4. Inspection and Processing:
- 4.4.1. Receipt and Evaluation Process: Upon receipt, the merchandise will be inspected, and a refund or exchange will be processed within a commercially reasonable timeframe, contingent upon compliance with all policy provisions.
4.5. Refund Disbursement:
- 4.5.1. Method of Reimbursement: Refunds will be issued to the original method of payment used for the purchase.

Section V: Policy Modifications

5.1. Unrestricted Right to Amend: The Company reserves the unrestricted right to amend, modify, or revise this Return Policy at its sole discretion without prior notice.
5.2. Publication of Policy Changes: Any modifications to this Policy will be published on the Company's official website, and such publication shall constitute sufficient notice to the Customer.

Section VI: Contact Information