RETURNS & REFUNDS POLICY

UPDATED: 11th March 2024

  • The warranty period for any retailed device is only 180 days from the date of sale; any products purchased before the 180 period will not be credited.
  • All products purchased at clearance prices are not eligible for refunds or exchanges.
  • Any missing or damaged glass products must be reported within 48 hours of receipt.
  • Excluded Items from the warranty process include items such as coils, replacement pods, and accessories.
  • Damages caused by accidental drop, water damage, open-pod juice leakage, environmental or any external causes are not covered.
  • Warranty Claims will be processed on fully completed RMA forms with actual defective products being received back with either actual products or with product pictures. 
  • There will be only 1 return label per month that will be provided to each customer for all the returns collected for the month are expected to be returned. Any additional return requests will be shipped at the customer's expense.
  • To ensure a fair return process, all the returned products will be subject to quality testing by our Returns Department to ensure the claim is valid. Only the products found to have a manufacturing defect will be eligible for a credit.
  • Processing of returns may take up to 14 days from the date Smoke Arsenal receives the products along with the completed RMA form. However, depending on the size and nature of the return the processing time may exceed the timeline.
  • If the part of the device is defective or replaceable only that part will be credited or replaced.
  • Once the credit note is generated the customer will receive a copy of it in their email.
  • If the order was placed in error by the customer, the returns will need to be shipped back to Smoke Arsenal at the customer's expense and will be subject to 10% restocking fees. Any such requests will be considered prior to 48 hours from the time of delivery.
  • Direct warranty claims on items including but not limited to Puffco, Carta, etc. are to be made directly to the brand's direct website. 

​Puffco: https://www.puffco.com/pages/return-policy

​Carta: https://focusv.com/pages/warranty-1

  • In case of an unusual returns request, Smoke Arsenal reserves the right to a secondary investigation prior to making the final decision.

Download the return form and email the completed document to returns@smokearsenal.com and put your designated account manager in cc.

DOWNLOAD RETURN FORM