Return, Warranty, and Refund Policies

Please note: as of January 1st 2023 ALL duty-stamped products are final sale once unsealed. Pre-filled pods and disposable products have warranties provided directly by the manufacturers. Please keep all packaging from your product or save a photo of the serial number on the box as this is always required on warranty request forms. Contact us should you require a copy of the original purchase receipt sent to you.

Return Policy (Shipping Orders)

We offer a 14-day return policy for eligible unused products in brand new condition. This return window begins on day the package is marked as delivered by Canada Post. When you receive your package, please inspect and test all products. Should you wish to return any unopened products, please contact returns@clearskyvapes.ca. You are responsible for safely repackaging and shipping any returns back to us. 

For returns due to a packing error or other situation Clear Sky Vapes is at fault for, a pre-paid return shipping label will be provided for your convenience.

Once we receive the return shipment, returned products will be inspected. Valid returns will be refunded to the original payment method used on the order. If the original payment card can no longer be refunded to, store credit in the amount of the refund will be issued to your account.

We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.

Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.

Original shipping fees may be deducted from a refund unless the return is the result of our error.

Return Policy (In-Store, Pickup, and Local Delivery)

We offer a 14-day return policy for eligible sealed products in brand new condition. This return window begins on the day of purchase. All returns require an original receipt to process - if you do not have one, we will make our best effort to find and reprint the receipt for you. 

All duty-stamped products are ineligible for returns once opened/unsealed.

Warranty

We offer in-house coverage of the 90-day manufacturer warranty for covered devices and kits. This coverage begins from the date of purchase for in-store orders, or the date the package is marked as delivered by Canada Post for shipping orders. During the warranty period, if your device exhibits any functionality-impacting manufacturing defects, we will repair or replace the device at our discretion. If we are unable to find stock of the exact same product for replacement, we may offer alternative colours if available or an exchange credit towards a different device. 

Issues covered by our warranty:

• Any issues or defects normally covered by the manufacturer's warranty
• Screen issues due to manufacturing defects
• Charging issues due to manufacturing defects
• Battery issues for internal-battery devices
• Physical manufacturing defects that affect device functionality (non-cosmetic)
• Chip malfunctions or major software problems

Issues must be reproducible by our staff, or you must provide a video demonstrating the issue as it occurs. 

Please note: Some products will have minor cosmetic flaws from manufacturing and this is to be expected. We can only provide warranty service and exchanges for items that are defective due to manufacturing issues. 

Products not covered by our warranty:

• All consumable products
  
• All e-liquid containing products, including bottled e-juice, pre-filled pods, disposables, etc
• Replacement coils
• Replacement pods
• Rebuildable products and supplies
• Mouthpieces and drip tips
• Accessories

Issues not covered by our warranty:

• Failure or damage caused by improper use, excessive force (such as dropping), or unauthorized repair.
• Failure or damage as a result of usage outside of manufacturer recommended operating instructions (see instruction manual).
• Accidental damage of any kind
• Stripped or damaged threads, loose or crooked 510 connectors
• Cosmetic issues or damage to the finish of a product
• USB charging port issues caused by strain or wear
• Leaking, spitting, gurgling, or other performance/usage complaints

 

Note for warranty service for shipping orders: Customer assumes responsibility for all return shipping expenses back to us, and we assume responsibility for all shipping costs back to the customer. Any shipping costs incurred are non-refundable.

If you believe your device is eligible for our warranty service, please contact us via email to warranty@clearskyvapes.ca.

Refund Policy (In-store)

Eligible refunds for orders paid with a credit or debit card can only be refunded to a credit card via our payment terminal. Unfortunately refunds cannot be processed to debit cards. If no valid credit cards are available, the refund will be processed to store credit or a gift card.

Orders paid with cash will be refunded to store credit or a gift card. No cash refunds, no exceptions.

Underage Purchases

Every order we ship utilizes Canada Post's Proof of Age service to verify the recipient is of legal age in their province or territory. Packages with Proof of Age service are delivered to your local Canada Post outlet, and a pickup slip is left at your home or mailbox. When picking up the package, Canada Post will only release the package once provided valid government-issued photo ID matching the name and proving you are of legal age. 

Failure to provide proof of age will result in the package being returned to us. Orders returned for this reason will be refunded minus a FIFTY PERCENT (50%) restocking fee, as well as any shipping charges incurred for shipping the items to you, and for Canada Post to ship them back to us. This is absolutely non-negotiable. If you are underage, please do not order items - you will lose money doing so.

Product Exchanges

Items that are dead-on-arrival (DOA) or covered under our warranty are eligible for exchange only. We will exchange the item for another of the exact same item Exceptions may apply for items no longer actively stocked, or products that have been replaced by a newer version.

We do not offer store credit or refunds for warranty exchanges.

  

Warranty & Return Procedure (Shipping orders)

In order to initiate a return, exchange, or warranty service, you must first obtain a Return Merchandise Authorization (RMA) number. To obtain an RMA number, please contact us via email to either returns@clearskyvapes.ca or warranty@clearskyvapes.ca depending on what you are returning for.

After you receive an RMA number, please return your product(s) to us within 30 days. Be sure to include your RMA approval email with your return package.

Pack all returns safely to prevent damage during transit. We strongly recommend using a shipping method with tracking and insurance. Clear Sky Vapes Inc. is not responsible for loss or damage during transit.

 

Please send returns to:

Clear Sky Vapes

RMA #

444 Hazeldean Rd, Suite 3

Kanata, ON

K2L 1V2