Return & Refund Policy
All products we sell are sold, “AS-IS”, with no warranties expressed nor implied and
cannot be returned or exchanged unless the item received by the customer is DOA
(Dead on Arrival). Customers must notify us within 48 hours of receiving their
defective product in order to start a return process. (receiving of product will be based
on your tracking number and the time and day that shows your package was delivered
to you) DOA items only apply to electrical devices such as an Itaste, eRoll, Evic or
Ego’s. Online purchases must go through our RMA process which is listed
below. Should a customer return an item without notifying us first, we will refuse the
package upon its delivery for the safety of our staff. For sanitary reasons, and the
overall safety of our customers, we DO NOT accept returns of: atomizers,
clearomizers, cartomizers, bottled liquid, drip tips, batteries, wick, wire,
mechanical mods, rebuildable devices and atomizers and parts for rebuildables
and/or atomizers. Therefore, our Return Policy EXCLUDES any products of this
Unfortunately, we are unable to offer any kind of replacement or compensation
for bottled liquids as taste differ for each individual and how the flavor reflects
on their palette.
Some products will have minor flaws and is expected during manufacturing. Small
nicks or polishing scratches are common on many of the products other companies
sell as well as the ones we sell. The only time we can accept a return or exchange an
item is if it is defective (meaningnon functioning) or damaged from shipping
(meaning parts damaged or crushed due to handling upon delivery). Customer who try
and return cloned items as authentic (items not purchased from us, and not made by
the manufacturers we support), will have those items returned to them at their cost,
and those customers will no longer be allowed to purchase any items through our
website as the issue will be treated as fraud. Items damaged due to user error, are
never covered under warranty by us, Kooka LLC or the manufacturers of the
products we sell.
TO START AN RMA OR RETURN PROCESS, PLEASE FOLLOW THESE
1. Email us your name, order number that is associated with the product you wish
to return, item you wish to RMA and issues you are experiencing with your
product at firstname.lastname@example.org.Please include pictures and be as detailed as
2. We will respond to your inquiry within 24 to 48 hours letting you know if your
RMA has been approved or denied or if further clarification is needed.
3. If your request has been approved, please repackage the item(s) including all
original parts, packing material, instructions, etc. Within reason, this means that
everything must be returned exactly as it was sent to you. Poor repackaging or
the return of damaged merchandise could result in refusal of your return and
loss of any refund or replacement item. Items MUST NOT have any damage
due to user error or abuse and must not have been used.
1. Include a copy of the original Invoice in the package with your RMA #, and
indicate whether you would like to be refunded for the item, or a replacement
sent out. (Replacements can only be sent out if a replacement is available)
2. We will email you a prepaid return label that you can attach to the package
which must be shipped back to us immediately by dropping off the package at
your nearest post office or FedEx facility to you. (If your item was shipped to
you via FedEx, then you will be required to return your item via FedEx) If you
do not return the DOA item back to us within 14 days of first notifying us, your
RMA will no longer be valid.
3. We will contact you once we receive your return. Should you have any
questions during the RMA process, please email us.
4. Replacement item(s) will be mailed back to you once the DOA item(s) have
been returned to us, inspected and found to be DOA. However, they must be
for the same item and the same finish, IF AVAILABLE. If an RMA product is
found to be in perfect working condition, the original item will be returned
back to you at your own expense.
RETURN TIME FRAME
Customers who are asked to return items for RMA issues, return for refund, or
replacement, must return items within two weeks (15 days) from the day we approve
any RMA, return, or replacement process. Failure to do so, will void your return.
Those packages will be sent back to you, or denied for acceptance during delivery.
1. If you are to receive a refund, it will be issued by Kooka LLC when the
returned item has been received in satisfactory and unused condition. Refunds will be
processed within 10 business days once we receive the item(s) back from the original
customer. Refunds will be applied directly to the method that was used to make the
purchase. Refunds will ONLY be given at our discretion. Items returned for a refund
are subject to a 10% restocking fee. (Items that qualify for a refund must be approved
by us before the product is returned. If the product falls under a category that is on our
unapproved return list due to sanitary reasons, those products cannot be returned for
any reason, regardless if the product is unused).
2. Usually refunds can take up to 5 business days to completely process after the
refund has been initiated. If you have any questions regarding our return/refund
process, feel free to email us at email@example.com.
We check all information on our website very carefully. However, an occasional
error may occur, or manufacturers might update information we are unaware
of. We reserve the right to correct inaccurate information and are not
responsible for typographical errors.