Returns
100% SATISFACTION GUARANTEE
14 DAYS HASSLE-FREE RETURN POLICY FOR U.S. CUSTOMERS
Dear Valued Customer please note that all returned products must be cleaned thoroughly with zero residues left over. We cannot accept dirty vaporizers, and any contraband issues that arise as a result of a dirty product will not be our responsibility. Our products are designed for aromatherapy use with dry herbs only, and we kindly ask for your cooperation in ensuring that your returned items meet our standards. Thank you for helping us maintain our high standards and for choosing Prime Vaporizers.
We want you to be more than happy with your purchase from Prime Vaporizers, we want you to be thrilled! If for any reason you are not 100% satisfied, you can return your purchased vaporizer, even used, and exchange it for another model, or return it for a refund or store credit, as long as you reach out to us within 14 days after delivery.
Please keep reading for the full details.
Why do we have this policy?
Here at Prime Vaporizers, we believe there’s no one best vaporizer for everyone. Instead, we think there’s a perfect vaporizer for each person, and we want to help you find yours. We want to provide you with the best resources we can to support you as you make the transition into vaporization.
Even with all these resources, we know there’s nothing like actually trying out a vape yourself. That’s why we came up with this policy, which gives you some peace of mind in case you find your new vape isn’t exactly what you hoped.
How does it work?
If you feel you purchased a vaporizer that doesn’t fully meet your expectations, we want to know about it, and offer the option to connect with one of our vape experts so we can get it right. We’ll honor our 14 Day Satisfaction Guarantee as long as you contact us within that time frame, so no worries if, after a conversation with one of our experts, you still want to exchange your vaporizer or ask for a refund.
Please take note that each customer is eligible to utilize this service up to two times, with the exception of defective vapes reported within the first 14 days. As industry leaders in allowing customers to return used vapes, we maintain a policy of limiting each customer to two uses. We hope you understand why.
Prime Vaporizers Lobo
There is one exception to the 14-Day Satisfaction Guarantee, and that is for the Prime Vaporizers.
Top Tier Vapor. Half the Price. It’s a bold claim, so we wanted to back it up. The Prime Vaporizers Lobo vaporizer comes with a 2-year warranty plus a special 100-day return policy.
For a limited time, you can test drive the Lobo for a full 100 days(except the refurbished Lobo), risk-free. If it doesn’t meet your expectations, return it on our dime for a full refund. Seriously, a full refund with zero cost to you.
Update
All orders placed from September 27th to 29th during our Anniversary Sale for the Prime Vaporizers ONE, Prime Vaporizers XMAX V3 Pro and Starry V4 will now come with an extended satisfaction guarantee! You’ll have until October 31st to return your device for an exchange, refund, or store credit. The LOBO will continue to be covered by its 100-day satisfaction guarantee as always.
Simple as that!
No tricks here. We’ve gone over the details in the Frequently Asked Questions below, but the short version is that we’ll take back any working vaporizer, even if it’s been used, and exchange it for a different model, refund, or store credit as long as you reach out within 14 days of receiving it. If it’s for an exchange or store credit, the return shipping is free, but for refunds, we charge a $10 flat shipping fee and a $10 flat restocking fee, which will be deducted from your final refund.
Whether you’re looking for advice on your purchase, troubleshooting with an issue, or just have a question that you don’t see answered here or in the FAQ, the button below will help you connect with someone who can help you find the answer
Want to get your return started?
No problem! Once you’re ready, go ahead and click on the button below to choose the item you want to return.
You will need to have the following information available:
The order number from the vape you want to return.
The e-mail address used to place the order you are looking to return.
The serial number of your vaporizer (if you need help locating the serial number for your vape, you can reach out to us and we’ll help you.)
If your unit is defective, you’ll need to upload a picture that shows the issue.
If you received the wrong item, you will need to upload a photo of the incorrect product.
Please be as detailed as possible on the reasons for your return. This information will help us give better advice to future customers, and better understand your needs.
Our team will receive your request and review it in less than 24 hours.
Once your request has been approved, you will receive email notifications from info@primevaporizers.com that will guide you through the rest of the process.
INTERNATIONAL RETURNS POLICY
FOR CUSTOMERS OUTSIDE THE U.S.
We only accept unopened, unused merchandise for return on orders placed from outside the US. Sorry international family. It’s a little complicated, but we are working on extending this policy to you as well.
If you aren’t in the US, make sure that you want the item that you are purchasing, because we are not able to accept your return after it’s been used. Make sure to check out our Portable Vaporizer Buyer’s Guide, it’s a useful resource to start your research on what is the best vape for your specific needs.
If you initiate a return request, it must be made within 30 days of the item being delivered. We will refund you for the price of the item. We do not refund the shipping cost that you paid and we do not pay for return shipping. We also charge a flat $10.00 restocking fee which will be deducted from your final refund. We will only refund you if the item is delivered to our Service Center. If for any reason the package is not delivered to us, we cannot refund you.
We understand that this may not make us the most attractive choice for buying a vaporizer if you live outside of the US, but there are great online vaporizer stores in other parts of the world as well. If you need a recommendation for the best store to buy from in your part of the world, send us an e-mail and we’ll do our best to help.
RETURNS FOR WARRANTY SERVICE
Most of our Warranty-related services can be solved with some simple troubleshooting. For all warranty return services, you will be without your vaporizer for the length of the return and review. To check if you can resolve your warranty service without a return, please reach out to our vape experts here.
Every vaporizer that we sell is backed by a manufacturer’s warranty. Prime Vaporizers will take care of the warranty process for the following brands: Arizer, Boundless, DaVinci, DynaVap, Firefly, Flowermate, Focus Vape, XMAX, and Prime Vaporizers (of course!) If the unit you need to send in for warranty service is from any of the following brands, you will need to reach out directly to the manufacturer: Tinymight, Ditanium, PAX, Storz & Bickel, Tafée, & EpicVape, We have added a link to each contact page.
Introducing our latest warranty policy for the brands you love: XMAX, Flowermate, Focus Vape, Boundless, and Prime Vaporizers. Good news – thanks to our unique partnership with these manufacturers, we’ve made it easier than ever to get a replacement. If you own one of these vaporizers, you’re now eligible for hassle-free warranty without having to send your vape back to us. Requirements for this will include troubleshooting with our vape experts, submitting a video displaying the defect, and sharing your device’s serial number wtih us. Just reach out to our vape experts by clicking here.
Please remember that the manufacturer’s warranty for all vaporizers starts from the delivery date and remains valid throughout the specified duration. If you need warranty service within this period, please note that the original warranty start date applies. This policy follows the consumer electronics industry’s common practices.
We are happy to provide you with a copy of your invoice or any other additional documentation or support you need as you go through the warranty process with these manufacturers.
Conditions of the policy
If your unit is not working because of an issue with the manufacturing, the item is covered by warranty, which we can take care of.
If your unit is not working because of misuse or because it fell, the issue will not be covered by the warranty. Our vape experts will determine whether the issue can be fixed under warranty or not.
Prime Vaporizers will pay shipping both ways for US customers with warranty issues.
We can only take care of a Warranty if the item was purchased at planetofthevapes.com
We do not fix units at our Returns Warehouse, we examine them and will exchange the defective vaporizer or charger for a new one.
How to get your warranty request started?
To prepare for your warranty request, start with this list:
Locate the order number from the vape you want to return for warranty service.
Find the serial number of your vaporizer. If you need help locating the serial number for your vape you can reach out to us and we’ll help you.
What issue are you having with your unit? The more detailed you are, the better we will be able to help you. Our experts will evaluate your issue and determine if it can be resolved with some troubleshooting, this way you won’t have to send your vaporizer in and be without it for some time.
When did you first notice the issue?
Please take a picture or a short video of the issue you’re having to upload to your Return Request.
Once we receive your request, our team will reach out to you for troubleshooting, or with instructions to continue your return process.
