Return & Refund Policy
Return & Refund Policy
We keep our policy simple, strict, and fair. Read this before you buy — it applies to every purchase, online and in-store.
🛑 All Sales Are Final — Read This First
Every sale at Alien Smoke & Vape is final, online and in-store. We do not offer returns, exchanges, or refunds for change of mind, wrong purchases, unused products, or cosmetic imperfections. The one and only exception: an item that arrives damaged or defective, reported within 3 days. That's the entire policy — everything below explains how that exception works.
🚫 Can I return or exchange my purchase? No — final sale+
No. All sales are final. We do not accept returns or exchanges for:
- Change of mind — you no longer want the item
- Wrong purchase — you bought the wrong size, flavor, model, or compatibility
- Used or opened products — once used, an item cannot come back
- Cosmetic issues — scratches, blemishes, packaging wear, or anything that doesn't affect how the product works
- Price changes — items that later go on sale are not eligible for price adjustments or refunds
✅ The one exception: damaged or defective 3-day window+
If your item arrives damaged or defective, we'll make it right — but you must report it within 3 days of delivery (online) or purchase (in-store).
- Damaged in transit (online orders): resolved through a claim with the shipping carrier (USPS, UPS, or FedEx — whichever delivered your order). We provide all the paperwork needed to support your claim.
- Defective on arrival (online orders): email us within 3 days using the checklist below and we'll review it.
- Defective at time of sale (in-store): bring the item and your receipt back within 3 days for a defect review.
💨 Vape products Strictly final+
Vape products are always final sale — online and in-store, no exceptions for change of mind.
- In-store: test your device at the counter before you leave. Once you walk out, the sale is complete.
- Online: vape orders qualify only for the damaged/defective-on-arrival exception above, reported within 3 days.
🧾 How to report a damaged or defective item 3 steps+
Check off each step as you go:
💵 How are approved claims resolved? Our discretion+
Approved damage/defect claims may be resolved by replacement (if inventory allows), store credit, refund (full or partial), or a discount code — the resolution method is chosen at our discretion based on claim type and availability.
- Refunds, when issued, go back to the original payment method and may take 5–10 business days to appear depending on your bank.
- Shipping fees are non-refundable unless the claim resolution includes them at our discretion.
- Once a claim is resolved, that order is resolved in full — no additional claims on the same order.
🛡️ Want more protection? Alien Protect™ Optional add-on+
This policy covers manufacturing defects and transit damage only. For coverage against lost packages, theft (no-signature deliveries), and wrong items, add Alien Protect™ to your order at checkout.
✨ Manufacturer warranties (Puffco & others) Via the brand+
Some products — including all Puffco devices — carry an official manufacturer warranty. Warranty claims are handled by the manufacturer directly, and final approval is theirs.
As an authorized retailer, we're happy to help you get your claim started. A manufacturer warranty covers functional defects — it does not change our final-sale policy.
⚖️ Chargebacks & abuse Zero tolerance+
- We reserve the right to deny any claim that conflicts with carrier data, receipts, or verification.
- Filing a chargeback on a final-sale purchase, or after a claim has been resolved, may result in account suspension and refusal of future service.
- Repeated claim disputes may result in refusal of service.