Refund policy

Introduction

At Smoke11, we hope you are delighted with your purchase. However, if you need to return an item for any reason, you may do so within 30 days of receiving your order. Returned items must be in new and unused condition and remain the customer’s responsibility until received by Smoke11.

Depending on the reason for the return, either Smoke11 or the buyer will be responsible for shipping charges. Once your return is approved, a pre-paid shipping label will be emailed to you. If you are returning a damaged or incorrect item, you will receive a full refund upon the item’s arrival at our warehouse. For returns due to other reasons, return shipping charges will be deducted from your refund amount.

Please ensure that all items are returned in new, unused condition. Used items will not be refunded.

We cannot accept returns on consumable products, including but not limited to disposable vapes, rolling papers, blunt wraps, cones, detox products, THC & CBD products, etc.

Damaged/Defective Items

Damaged or defective items must be reported within 7 days of delivery to be eligible for return. Refunds or returns will not be issued for any damaged or defective items reported after 7 days of delivery.

If an item arrives faulty, contact support within 7 days of delivery to begin the return process. We will cover the shipping costs to return the item to our warehouse. Proof of the damaged product may be required before a refund, replacement, or credit is approved. Refunds or credits will be issued within 48 business hours of receiving the returned item. To receive the product again, you will need to place a new order.

Important: All items are quality checked before leaving the warehouse. Inspect your item fully before use for any damage during transit, as items will not be replaced or refunded after use.

Imperfection Warning

Many items sold on Smoke11 are handmade. These products may contain small imperfections such as slight discoloration, small air bubbles, asymmetric percolators, etc. Return shipping charges will not be covered by Smoke11 for items returned due to these imperfections. If you are unsatisfied with these imperfections, you may still return the product, but you will be refunded less the return shipping charges. The determination of imperfections is at the discretion of Smoke11.

Incorrect Items Received

While we strive to ensure you receive the correct items, mistakes can happen. If you receive incorrect products, we will replace them at no charge. Start the return process by contacting us, and you will receive a pre-paid shipping label to return the incorrect items. Once we receive the items back at our warehouse, your replacement items will be shipped within 48 hours.

Unwanted Items

If you wish to return an item for a refund, you may do so within 30 days of receipt. Returned items must be in new and unused condition. You are responsible for return shipping costs for unwanted items. Refunds, minus return shipping charges, will be processed within 48 hours of receiving the items back at our warehouse.

Start a Return

To start a return, please contact our customer service team. All returns must be received back at our warehouse in new, UNUSED condition. There are NO EXCEPTIONS for used products; used items will NOT be refunded. Returns are accepted for USA shipments only. International orders are final sale and cannot be returned. Items damaged by the customer cannot be returned. If a product is damaged due to misuse, it is no longer eligible for return. All items with packaging must be returned unopened and in the original packaging to be eligible for a refund. Consumable products are final sale and not eligible for return.