Returns & Refunds
Changed your mind or didn't get quite the right piece? We'll make returns as painless as we can, while keeping things hygienic and fair for everyone. Because our products touch your breath, lips, and hands, hygiene rules are stricter here than at a typical store.
Return Window
You may request a return within 30 days of delivery. After that window we generally can't accept a return, though defective items are always covered separately under Warranty.
Condition Requirements
To be eligible, items must be unused and in like-new, resellable condition for hygiene reasons. That means:
- No use, no residue, no odor.
- All original packaging, manuals, accessories, screens, and protective seals included.
- Mouthpieces, glass, grinders, and any mouth- or hand-contact parts must be untouched and unwashed.
We inspect every return on arrival. Items that show use, wear, or contamination may be declined or subject to a reduced refund.
What Can't Be Returned
For health and safety, the following are non-returnable once opened or used:
- Opened or used consumables (cotton swabs, wicks, screens, filters, isopropyl, dab pads, papers).
- Intimate-contact parts and mouthpieces that have been removed from their sealed packaging.
- Items marked final sale at checkout.
- Gift cards.
Open-box and refurbished units can be returned under the standard rules above, provided they come back in the same graded condition you received them.
Restocking Fee
Eligible returns in proper condition carry no restocking fee (0%). You get the full item price back on qualifying returns, with no surprise deductions.
How to Start a Return
Returns are handled by RMA (Return Merchandise Authorization) so we can track your package and protect your refund.
- Contact support with your order number and the item(s) you'd like to return, and let us know why.
- We'll review eligibility and issue an RMA number plus return instructions.
- Pack the item securely in its original packaging and clearly mark the RMA number.
- Ship it back using the method we provide.
Please don't send anything back without an RMA. Unauthorized returns may be refused or delayed.
Who Pays Return Shipping
- For a change-of-mind return, return shipping is the customer's responsibility.
- If the return is our error (wrong, defective, or damaged item), we cover return shipping with a prepaid label.
Refund Method & Timing
Once your return arrives and passes inspection, we issue your refund to the original payment method (card, ACH, or crypto). Refunds are typically processed within 5 business days of us receiving and inspecting your return; your bank or card issuer may take an additional 3-10 days to post it. Original shipping charges are non-refundable unless the return is our error.
Exchanges
Want a different size, color, or model? The fastest path is to return the original (per the rules above) and place a new order for the item you want. If you'd prefer a direct exchange, contact support and we'll help arrange it based on stock.
Defective or DOA Items
If your item arrives dead-on-arrival or develops a defect, don't start a standard return. Reach out and we'll route you straight to our Warranty process for a repair, replacement, or refund.
Need a Hand?
Our support team is happy to walk you through any return, confirm eligibility, or sort out an RMA. Just ask.